Customer Service Assistant

Customer Service Assistant

Location: NorthLink Ferries, Stromness Ferry Terminal, Stromness, Orkney KW16 3BH
Salary: £12,309.19 per annum plus excellent benefits
Schedule: 16 hours per week, Monday to Sunday, four evening shifts (20:00 – 24:00)

Ready to impact a better future?
As a Customer Service Assistant in our NorthLink Ferries team, you’ll help deliver a smooth, positive journey experience for every passenger who travels with us. You’ll provide support across reservations, check‑in and boarding in a role where your work has real purpose and contributes to the connectivity of communities across Orkney.

This is a great opportunity if you enjoy working with people and want to build your skills in a customer‑focused environment. You’ll be part of a supportive team who take pride in providing a service built on trust, care, and a positive impact on passengers and the wider community.

What you’ll do as a Customer Service Assistant
You’ll be entrusted to:

• Make customer reservations by telephone, email, and in person
• Support check‑in and boarding processes for passengers
• Use our booking and communication systems confidently to assist customers
• Follow Health, Safety and Environment (HSE) Policy requirements to maintain a safe working environment
• Work collaboratively with colleagues to deliver a high‑quality customer experience

Does this sound like you?
You’ll be a great fit for this role if you have:

• A commitment to delivering excellent customer service
• Strong communication skills and confidence using phones and computer systems
• Good organisational skills and the ability to follow standards and procedures
• A can‑do attitude, with initiative and ownership of your development

Vetting and checks:
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.

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 (and the option to buy up to five additional leave days each year)
• Pension: Up to 6% contributory pension scheme
• Training and development: Over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression
• Health and wellbeing: Employee Assistance Programme, health plans, virtual GP access and more
• Discounts: Access to discounts across around 1,000 retailers including entertainment, travel, food, and clothing
• Charity: Paid volunteering day, tax‑free charitable giving through Payroll Giving Scheme, and the Serco People Fund
• Employee networks: Supportive networks representing LGBTQIA+ colleagues, women, parents and carers, people with disabilities, veterans, and culturally diverse communities

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.