Customer Service Supervisor -NorthLink Ferries

Customer Service Supervisor

Location: NorthLink Ferries, Stromness Ferry Terminal, Stromness, Orkney KW14 7UJ
Salary: £32,754.88 per annum pro rata plus excellent benefits
Schedule: Full-time, 35 hours per week, across Monday to Sunday

Ready to impact a better future?

As a Customer Service Supervisor at NorthLink Ferries, you’ll play a key role in delivering a reliable, welcoming service for passengers travelling to and from Orkney, helping ensure every journey starts and ends on a positive note.

You’ll support the day-to-day operation of customer services at the terminal, leading by example and ensuring high standards are met at all times. Your work will help build trust, pride, and care in a service that connects communities and keeps essential travel moving.

What you’ll do as a Customer Service Supervisor

You’ll be entrusted to:

• Supervise and support customer service activities to ensure a consistently high standard of service
• Lead and motivate colleagues, promoting teamwork and a positive customer-focused culture
• Ensure standards, procedures, and safety requirements are followed at all times
• Communicate confidently with customers and colleagues, both face-to-face and by phone
• Use computer and telephone systems accurately to support customer enquiries and operational needs
• Take ownership of your own development and support the development of others

Does this sound like you?

You’ll be a great fit for this role if you have:

• Experience delivering excellent customer service in a busy environment
• Strong organisational skills and the ability to take initiative and ownership
• Confidence using computer systems and handling telephone enquiries
• Clear and effective communication skills, with the ability to work well as part of a team
• A positive, can-do attitude aligned with our values of trust, care, innovation, and pride

Discover all you need to keep growing

We’re one of the top 1% of international employers, so you can have confidence you’ll be part of a highly supportive culture with leaders you can count on to help you achieve your goals. From mentoring and training to our focus on internal progression, we’re proud to offer clear development opportunities – and the support and tools to help you seize them.

What we offer

• Holidays: 25 days plus bank holidays, pro rata, with the option to purchase additional leave
• Pension: Up to 6% contributory pension scheme
• Training and development: A wide range of training and coaching opportunities to support your professional and personal development
• Health and wellbeing: Employee Assistance Programme, Simply Health Plans, free flu vaccines, and other wellbeing support for you and your family
• Discounts: Access to a wide range of discounts and exclusive deals, including mobile phones, cinema, leisure, and hospitality
• Culture: A supportive, inclusive team environment where you can make a positive difference through interesting and enjoyable work

Let’s impact a better future, together. Apply today.

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.  For help with your application please contact 0345 010 4000.
 

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.