Serco Plc
Customer Service Assistant-NorthLink Ferries
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Customer Service Assistant
Location: Stromness Ferry Terminal, Stromness, Orkney, KW16 3BH Employment Type: Full Time, Permanent Hours: 35 per week (Monday–Sunday) Salary: £28,274.40 per annum (pro rata) + benefits
About the Role
Do you enjoy working with the public and thrive in a customer-focused environment? Are you looking for a full-time, flexible role with opportunities for practical training, development, and career progression?
We are growing our team at NorthLink Ferries, Stromness Terminal and are looking for a dedicated Customer Service Assistant to join us.
In this role, you’ll work in a bustling ferry terminal with Serco—delivering a high-quality customer experience for our passengers as part of Transport’s flagship contract. Here, you’ll:
- Manage customer reservations via telephone, email, and in-person assistance
- Assist with check-in and boarding processes
- Embrace our Health, Safety and Environment standards under Serco’s policies
Key Responsibilities
✔ Provide exceptional customer service, acting with professionalism and friendliness ✔ Process inquiries through phone, email, and face-to-face interactions ✔ Operate internal systems—phones, computers—with confidence and accuracy ✔ Support day-to-day operations within the customer service team ✔ Follow company policies, standards, and procedures ✔ Demonstrating personal initiative, taking ownership, and contributing to a positive team environment
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We value a can-do attitude, strong organisation skills, and those who understand the importance of customer satisfaction in a fast-paced, public-facing role.
Your Commitment
You must demonstrate: 🔹 Excellence in customer relations – Attentive, patient, and persistently helpful 🔹 Familiarity with basic IT/computer systems – Whether reservation software or communication tools 🔹 Adaptability – Handling diverse queries while maintaining composure 🔹 Alignment with Serco’s core values – Trust, Care, Innovation, Pride
(Note: This position may involve occasional standing or manual handling due to accessibility constraints within the terminal.)
What We Offer
💼 Competitive salary: Paid annually and reviewed, with extra financial benefits 📝 Matching pension scheme: Up to 6% contribution 🗓️ Generous holiday entitlements: 25 days annual leave + public holidays (prorata) 🩺 Wellbeing support:
- Employee Assistance Programme
- Simplified healthcare plans (Simply Health)
- Annual Leave Purchase Scheme
- Free Flu Vaccinations 💰 Discounts & perks:
- Mobile/phone deals – subsidised or discounted plans
- Cinema, travel, and hospitality discounts
- Leisurey exclusives 🚀 Career Growth:
- On-the-job training and structured development paths
- Coaching and mentorship opportunities
- Aspiring to leadership or specialised roles within customer services and transport sectors 🤝 Culture commitment:
- Diverse and inclusive workplace ethos
- Personal development focus – investing in your long-term success
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About Serco
At Serco, we provide essential public and private sector services including defence, transport, justice, healthcare, and citizen services—with division globally. As a humane services company, we empower diverse talents to transform public service delivery.
SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability), and In@Serco (LGBTQ+ networks) support all employees through professional, global networks. Join our culture of innovation, trust, and diversity and make a meaningful impact.
Diversity & Inclusion at Serco
Serco is dedicated to a fair, equitable organisation. As Disability Confident Leader Employers and proud holders of the Gold Inclusive Employer Standard, we make reasonable adjustments at every stage of the recruitment process.
- Apply promptly: Application volumes may close early
- Flexibility discussions welcomed upon request
- Hybrid work models available in relevant areas
- The "Ban the Box" policy** applies: Criminal records not considered in initial assessment (security requirements may apply).
Need help? Contact our recruitment team on 0345 010 4000.
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