Reach Out Supervisor

Job Purpose 

To provide first-class customer service to all users of the James McCune Smith Learning Hub and other cluster buildings as part of the Reach Out team.  The Reach Out Supervisor will also provide supervisory support to the Reach Out Ambassadors and to work with Reach Out managers and other service managers on operational planning and prioritisation.

Main Duties and Responsibilities

–  Friendly, customer-focused, proactive support to all users of the James McCune Smith Learning Hub and other cluster buildings – be visible, maintaining a high profile with customers and staff and personally taking action to resolve issues and deliver an excellent customer experience in person and digitally.

–  Supervise, train and support Reach Out Ambassadors to deliver a first-class Reach Out service to all users of the JMSLH and other cluster buildings, identifying operational priorities on a day-to-day basis, allocating tasks where appropriate and monitoring progress and performance.

–  Be a champion for the Reach Out ethos, branding and identity, ensuring all Reach Out staff understand the aims of the service and have access to training and support to help them deliver an excellent customer experience.

–  Ensure all staff working within the JMLSH adopt a Don’t Walk By approach to health and safety and a proactive approach to keeping the building tidy and in good condition for users.

–  Work with JMSLH Manager and Reach Out Team Leaders to ensure consistency of approach and adequate resourcing for pop-ups and student clubs and societies, using discretion to determine priorities and resolve issues.

–  Deliver tours of the JMSLH and other cluster buildings to colleagues from within the University, students, and to external visitors as agreed with the JMSLH Manager

–  Deliver all Reach Out activity in cooperation with Facilities Support and other colleagues operating within JMSLH and other cluster buildings to ensure seamless and consistent service levels and an excellent customer experience.

–  Actively contribute to planning and development of the Reach Out service through regular discussions with Reach Out Managers and planned staff feedback sessions. Identify key trends and opportunities for service enhancement.

–  Following training, assist with building evacuation procedures by providing fire warden support to the Facilities Support team

Knowledge, Qualifications, Skills and Experience 

Knowledge/Qualifications
Essential: 

A1:  Either: Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role. Or: Scottish Credit and Qualification Framework level 7 (Higher / Scottish Vocational Qualification level 3, Higher National Certificate) or equivalent, and experience of personal development in a similar role.

Skills 

Essential:
C1 Proven customer Service skills 

C2 Ability to supervise a team and allocate tasks according to business need
C3 IT skills to use basic Microsoft packages and University of Glasgow Helpdesk to log calls and search Knowledgebase 

C4 Ability to identify service priorities at short notice in an extremely busy environment and allocate tasks to teams to deliver excellent service
C5 Ability to resolve complex enquiries C6 Proven initiative and judgement to resolve problems independently.
C6 Proven commitment to continuous professional development to enhance own skills and knowledge 

C7 Willingness to train colleagues to meet service expectations

Desirable: 

D1 Basic AVIT skills to support Technology Enabled Active Learning (TEAL) teaching across the cluster

Experience 

Essential:
E1 Experience of delivering customer service face to face and digitally or by telephone 

E2 Proven experience of resolving customer issues to a satisfactory outcome
E3 Experience of managing own workload and prioritising in a busy environment

Desirable: 

F1 Experience of supervising a team
F2 Experience of using a call management or CRM system 

F3 Experience of performance management and review

Dimensions 

This post sits within the BRM and Engagement Directorate.
Reach Out consists of James McCune Smith Team, Library frontline teams, IT Helpdesk team, College Library Support Team, Student Services Enquiry Team and a number of Reach Out staff based at other campuses, including at Dumfries and at the Vet Campus.

The James McCune Smith Learning Hub is an inspirational and diverse learning space, allowing undergraduate and postgraduate students access to advanced and useful learning spaces. This flagship development will be a creative environment, combining flexible study and social learning space with multi-styled and technology-enabled teaching. The building will accommodate over 2,500 students, including a lecture theatre with capacity for 500 students. Interactive teaching spaces will range in capacity from 340 – 75 students, while the hub will also accommodate a number of seminar/group study spaces.

The Hub will deliver a high-quality conference venue on campus. Student clubs, societies and services will be able to book spaces for events as well as study.

Job Features 

Planning and Organising
–  Facilitating and prioritising pop-up stalls for other services Short term service prioritisation
–  Day to day planning of own workload and that of Reach Out Teams Performance and Development Review
–  Ensure effective handover to colleagues across shift patterns

–  Decision Making Work with other services across the University to resolve issues
–  Service prioritisation (short term) Allocating tasks and responsibilities at short notice

Internal/External Relationships

–  Communicate daily with colleagues across all teams in the JMSLH, ensuring all staff have access to the same knowledge and agreeing priorities with other teams in the absence of the Reach Out Team Leaders. Use technology to communicate with colleagues within cluster buildings to ensure timely resolution of issues and deployment of staff according to service needs.
–  Ensure all staff working within the JMLSH adopt a Don’t Walk By approach to health and safety and a proactive approach to keeping the building tidy and in good condition for users. Engage with all customers and users the JMSLH and other Reach Out locations, including all staff of University, students, external visitors, general public, contractors

–  Problem Solving Work with all colleagues in the JMSLH and other cluster buildings to ensure the building and services meet student and staff needs.
–  Continuously engage with students, face to face and using technological opportunities Resolve complex customer enquiries at earliest possible stage
–  Identify training gaps and offer solutions Share responsibility for operational decisions at weekends and out of hours with Facilities Support colleagues

–  Glasgow Professional Behavioural Framework The role is expected to display personal qualities and behaviours consistent with those detailed under our Glasgow Professional Behavioural Framework and work with staff across frontline services to work to the same framework:

• We put people at the heart of what we do
• We lead the way in service delivery
• We strive to achieve our potential
• We are one team
• We are agents of change

Closing date  – 24 November 2022

Terms and Conditions

Salary will be Grade 5, £23,715 – £27,929 per annum pro rata.

This post is part-time (15 hours per week), and open ended.

The shift pattern for this post is every Friday from 10am – 2pm and every Saturday and Sunday from 8am – 2pm

As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity.

As a valued member of our team, you can expect:

1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.

2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension – pensions handbook https://www.gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages.

3 A flexible approach to working.

4 A commitment to support your health and wellbeing https://www.gla.ac.uk/myglasgow/staff/healthwellbeing/.

We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/.

We endorse the principles of Athena Swan https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.

We are investing in our organisation, and we will invest in you too. Please visit our website https://www.gla.ac.uk/explore/jobs/ for more information.