Reach Out Library Student Ambassador

University of Glasgow; Glasgow; Hybrid; GBP 25,000 - 26,000; Part time

Benefits offered by this job

41 days of leave for full-time staff

Pensions handbook (pension)

Flexible working

Free 6-month UofG Sport membership

Job summary

The University of Glasgow is seeking a Reach Out Student Ambassador to deliver exceptional customer service to users of the Reach Out service across the campus, both in person and virtually. You will work as part of the Reach Out Library team, supporting entry monitoring, stock handling, and user assistance.

Role is open to current registered students of the University of Glasgow and those registered until at least May 2027. Expect part-time hours with flexible shifts and a pro rata salary.

Qualifications

• A1 Ability to demonstrate competencies to duties gained through working in a similar role or SCQF Level 4 in English (National 4) or equivalent.
• C1 Excellent customer service skills.
• C2 Good communication and interpersonal skills (written & oral).
• C3 High standard of accuracy and attention to detail.
• C4 Good IT skills.
• C5 Ability to respond to changing work priorities.
• E1 Previous work experience.
• E2 Experience of working in a team environment.
• E3 Experience of engaging with the public.
• E4 Experience of dealing with customer records in compliance with the General Data Protection Regulation 2018.
• F1 Experience of working in a library.
• F2 Experience of taking groups on tours.
• F3 Experience of using social media.

Responsibilities

• Deliver friendly, customer-focused, proactive support to all users of the Reach Out service, in person and digitally.
• Monitor entry with reference to admission and membership policy and assist with queue management.
• Assist with stock handling and re-shelving to locate items by class and call number.
• Carry out regular shelf-checks and report stock issues to supervisor.
• Use library systems to log support requests and promote self-service options.
• Attend roving duties, maintain communication via mobile device, and support health and safety practices.
• Collect statistics and participate in ethnographic surveys and user experience data gathering.
• Act as an ambassador for Reach Out branding and service principles across locations.
• Assist with building evacuation procedures after training, and other Reach Out duties as directed.

Skills

Customer service

Communication

Attention to detail

IT skills

Adaptability

Teamwork

Public engagement

GDPR experience

Social media

Education

SCQF Level 4 English

Job description

Please note, this role is only open to current registered students of University of Glasgow and who are registered until at least May 2027

Job Purpose

To provide first-class customer service to all users of the Reach Out service across the University campus, in person and virtually, as part of the Reach Out Library team.

Main Duties and Responsibilities

1. Deliver friendly, customer-focused, proactive support to all users of the service and facilities - be visible, maintain a high profile with customers and staff and personally take action to resolve issues and deliver an excellent customer experience, in person and digitally, using UofG Helpdesk.

2. Follow established processes and standard instructions, working as part of the roving student ambassador team to monitor entry with reference to admission and membership policy. Assist with queue management and support correct use of the library entrance gates.

3. Distribute to the correct locations and re-shelve returned items of main library and High Demand Collection stock, according to subject class and call number, to enable readers to find them. On average, c100,000 books are returned to the library or handled for stock maintenance every year.

4. Participate in the ongoing programme of stock maintenance. Carry out regular shelf-checking to ensure that the stock is in the correct location and alerting the supervisor to any problems. Periodically check the security of the RFID tag on High Demand Collection items

5. Apply knowledge of library systems and procedures to actively support students and staff, using UofG Helpdesk to find information and log support requests, highlighting the opportunities for self-service 24/7. Follow established processes and guidelines to resolve common user issues, referring to senior colleagues as appropriate.

6. Carry a mobile device issued to you on duty for team communication and Reach Out support. Perform regular roving support duties including floor checks and reporting faults. Commitment to Health and Safety and to the Don't Walk By approach.

7. Undertake regular statistics and data collection relating to library services and infrastructure. Participate in ethnographic survey work and user experience data gathering as required.

8. Be an ambassador for the Reach Out ethos, brand and service design principles across all Reach Out locations by:

• Wearing a Reach Out lanyard and clothing (Tshirt/Sweatshirt) visibly at all timeswhile on duty.
• Participating in promotion and marketing of Reach Out.
• Participating in library orientation tours and supporting University Open Days andWelcome events.

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

10. Any other similar Reach Out duties, as directed by senior colleagues.

Knowledge, Qualifications, Skills and Experience

Knowledge/Qualifications

Essential:

A1 Ability to demonstrate the competencies required to undertake the duties associated with this level of post gained through working in a similar role or Scottish Credit and Qualification Framework level 4 inEnglish (National 4)or equivalent, and experience of working in a similar role.

Skills

Essential:

C1 Excellent customer service skills.

C2 Good communication and interpersonal skills (written & oral).

C3 High standard of accuracy and attention to detail.

C4 Good IT skills.

C5 Ability to respond to changing work priorities.

Experience

Essential:

E1 Previous work experience.

E2 Experience of working in a team environment.

E3 Experience of engaging with the public.

E4 Experience of dealing with customer records in compliance with the General Data Protection Regulation 2018.

Desirable:

F1 Experience of working in a library.

F2 Experience of taking groups on tours.

F3 Experience of using social media.

Terms and Conditions

Salary will be Grade 3, £24,685 - £25,249 per annum pro rata.

This post is offered on a fractional basis(minimum 6 hours a week, maximum 9 hours a week- shifts will be 3 hours in duration eg. 2x3 hours, 3x3 hours) and is fixed term till 22 May 2027.

Closing date: 23:45 20th September 2026

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, including a free 6-month UofG Sport membership for all new staff joining the University 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.