Customer Service Assistant

Customer Service Assistant

 

Location: NorthLink Ferries, Stromness Ferry Terminal, Stromness, Orkney, KW14 7UJ

 Salary: £28,275.32 per annum pro rata plus excellent benefits

 Schedule: Full-time, 35 hours per week, Monday to Sunday, working flexibly across operational hours

 

Ready to impact a better future?

 

As a Customer Service Assistant in our NorthLink Ferries Customer Service team, you'll help customers plan and manage their journeys by providing excellent service across phone, email, web-based enquiries and face-to-face interactions. Your work will help keep people and communities connected across Scotland's island and mainland transport network.

 

Every interaction is an opportunity to make a positive impact. Whether you're assisting with reservations, supporting passengers at check-in, or resolving enquiries, you'll play an important role in delivering a trusted service that communities rely on. With development opportunities and headroom for people to grow, this is a role where your work has purpose and helps impact a better future.

 

What you'll do as a Customer Service Assistant

 

       Handle customer enquiries and reservations by telephone, email, web-based channels and in person

       Process bookings and payments accurately and efficiently

       Support passenger check-in and boarding activities

       Deliver a high standard of customer service across all customer touchpoints

       Work collaboratively with colleagues to support the effective day-to-day running of the department

       Follow all Health, Safety and Environment requirements and operational procedures

 

Does this sound like you?

 

       You enjoy working with customers and providing excellent service

       You communicate clearly and confidently with members of the public and colleagues

       You're comfortable using computer systems and telephone-based systems

       You have strong organisational skills and can manage a varied workload

       You're a positive team player who takes initiative, ownership and pride in your work

       You share our values of Trust, Care, Innovation and Pride

 

What we offer

 

       25 days' holiday plus bank holidays (and the option to buy up to five additional leave days each year)

       Up to 6% contributory pension scheme

       Over 1,100 internal courses available, funding for qualifications and apprenticeships (we currently offer over 60 different apprenticeships), mentoring opportunities, and a focus on internal progression.

       Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco-managed leisure centres, and 24/7 access to a virtual GP service

       Discounts across around 1,000 retailers, from food and clothing to days out, entertainment and travel

       Paid volunteering day, tax-free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity

       Our employee networks support connection by providing spaces for collaboration, learning, and belonging. They represent and empower all our colleagues including veterans, LGBTQIA+ employees, women, parents and carers, people with disabilities, and people from all cultural backgrounds.

 

 

 

Vetting and checks:

Serco welcomes applications from people with criminal convictions. Each case will be considered individually and fairly, in line with the Rehabilitation of Offenders Act and the nature of the role.

As well as checking eligibility to work in the UK, you will also complete an Occupational Health Questionnaire to help us identify and provide any support you may need to undertake the role effectively.

This role requires a Basic DBS check, which will disclose any unspent convictions in line with the Rehabilitation of Offenders Act 1974. You will also complete an Occupational Health Questionnaire to help us identify and provide any support you may need to undertake the role effectively.