Reach Out Team Leader Visa Sponsorship Uk
Job Description
JOB SUMMARY
Job Purpose
As a member of the Reach Out team, you will be in charge of managing the James McCune Smith Learning Hub and other cluster buildings on a daily basis and providing first-rate customer support to all users.
Responsible for assisting with medium to long-term service planning and enhancement for Reach Out across the university.
Main duties and responsibilities
1. Provide clear and supportive management to the Reach Out teams so that all users of the James McCune Smith Learning Hub and adjacent cluster buildings receive a customer-focused, proactive service.
2. Be visible, maintaining a high profile with all users and coworkers while personally resolving concerns and providing a good customer experience as soon as possible, both in person and digitally.
3.Recruit, manage, teach, and develop Reach Out employees across all locations, ensuring they have the necessary skills and training to provide an exceptional client experience. Manage performance using the University’s Performance and Development Review Process. Allocate and prioritise team task, using existing resources to ensure maximum efficiency in the short and medium term.
4. Actively engage with representatives from all of the JMSLH’s services as part of the JMSLH Operations Group and Reach Out Operations Group to identify key priorities, contribute to long-term service planning and development, and ensure consistent service levels and an exceptional customer experience.
5.Identify important data sets and feedback channels to ensure that all Reach Out services include regular customer and team reviews. Collect and analyse data, find and implement fast wins, and provide reports to escalate longer-term targets to Reach Out Management.
6. Be a champion for the Reach Out ethos, branding, and identity among other Reach Out Team Leaders, ensuring that all Reach Out employees understand the service’s goals and have access to training and assistance to enable them provide a great customer experience.
7.Collaborate with the Student Communications and Events Manager to ensure consistency of approach and proper resource allocation for pop-ups, student clubs, and societies, using discretion to identify priorities and address difficulties.
8.Conduct tours of the JMSLH and adjacent cluster buildings for University colleagues, students, and other visitors, as agreed upon with the JMSLH Manager.
9. After training, support the Facilities Support staff with building evacuation protocols by acting as a fire warden.
Knowledge, qualifications, skills, and experience.
Knowledge/Qualifications
Essential:
A1 Either: Broad vocational experience obtained through a mix of job-related vocational training and extensive on-the-job experience, indicating growth through participation in a series of increasingly challenging appropriate work/roles.
Or: Scottish Credit and Qualification Framework level 8 (Scottish Vocational Qualification level 4, Higher National Diploma) or equivalent, with personal development experience in a similar job.
Skills
Essential:
C1 Proven customer service abilities.
C2 Management skills, as well as the capacity to collaborate with others, manage and grow team members’ performance.
C3 Strong IT abilities required to use Microsoft programs and the University of Glasgow Helpdesk to log calls and search the Knowledge Base.
C4 Ability to identify immediate and medium-term service priorities in an extremely busy environment and deploy staff resources accordingly.
C5 Demonstrates the capacity to address complex questions and share expertise with team members in order to increase their knowledge and abilities.
C6 Demonstrates the initiative and discretion to cope with difficult situations and accomplish positive outcomes.
C7 Demonstrates a dedication to continuing professional growth in order to improve one’s abilities and knowledge.
C8 Demonstrates the ability to interpret operational requirements, including conceptualising and scoping future potential.
C9 Demonstrates the ability and motivation to train colleagues to achieve service objectives.
C10 Proficient writing and communication skills.
Desirable:
D1 Basic AVIT abilities to enable Technology Enabled Active Learning (TEAL) instruction throughout the cluster.
D2 Writing for the web and social media.
Experience
Essential:
E1 Experience overseeing and developing teams.
E2 Experience engaging employees and managing performance.
E3 Customer Service Experience.
E4 Proven experience resolving client issues to a good conclusion.
E5 Experience contributing to service planning and development.
E6 Knowledge of and capacity to comprehend, conceptualise, and interpret operational and service needs.
Desirable:
F1 Experience with a call management or CRM system.
F2 Experience in recruitment and selection.
F3 Experience using social media for service promotion and consumer feedback.
F4 Experience with performance development evaluations.
Terms & Conditions.
The salary will be Grade 6, £32,332 – £36,024 per year pro rata.
This position is part-time (12 hours per week) and open-ended.
As a member of Team UofG, you will be part of a globally changing, inclusive community that values ambition, excellence, integrity, and curiosity.
The University of Glasgow is responsible for ensuring that all personnel are eligible to reside and work in the UK. If you need a Skilled Worker visa to work in the UK, you must first complete the visa route’s eligibility conditions before being awarded a Certificate of Sponsorship.
Please keep in mind that if tradeable points are allowed under the Skilled Worker visa criteria, this post may be eligible for sponsorship. For further information, go to https://www.gov.uk/skilled-worker-visa.
As a respected part of our team, you should expect:
1 A friendly and engaging organisational culture in which your skills are fostered and cultivated, and success is celebrated and shared.
2 An good employment package with generous terms and conditions, including 41 days of leave for full-time employees, a pension (pension handbook: https://www.gla.ac.uk/myglasgow/payandpensions/pensions/), benefits, and discount packages.
3. A flexible approach to employment.
4 A commitment to your health and well-being, including a complimentary 6-month UofG Sport membership for all incoming University personnel (https://www.gla.ac.uk/myglasgow/staff/healthwellbeing/).
We think that we can only attain our greatest potential by combining the talents of everyone. Our ideals prioritise equality, diversity, and inclusion. Applications are encouraged from all members of our communities, particularly those from the Black, Asian, and Minority Ethnic (BAME) populations, as well as those with other protected characteristics who are under-represented at the University. Read more about how the University encourages and integrates all aspects of equality and diversity into our community at https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/.
We support the concepts of Athena Swan https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and have bronze, silver, and gold awards throughout the University.
We are investing in our company, and we will also invest in you. More information can be found on our website at https://www.gla.ac.uk/explore/jobs.
