Job overview

NorthLink Ferries provide daily lifeline ferry connections between the North and North East of Scotland and the Northern Isles. Our ferries operate all year-round providing a welcome and reliable service, catering for everyone and travellers can expect a service that is a testament to the islands’ warmth and friendliness. We view ourselves as an integral member of our local communities, providing essential access and supplies for the islanders. We annually carry the equivalent of over 43 thousand freight trailers and 347 thousand passengers.

About the role

You’ll be providing an excellent first point of contact experience for customers either via telephone, face to face or electronic methods within our NorthLink Ferries Transport contract. You’ll assistant the public with travel booking and advice, delivering an exceptional customer service experience, while encouraging conversion of travel enquiries to bookings.

You’ll deal with all aspects of enquires and bookings including passenger, freight and livestock services, with a customer first mindset. You will also be required to collate, enter and maintain accurate customer and supplier data via the NorthLink booking system whilst complying with GDPR and Data Protection policies.

As part of our apprenticeship scheme you’ll be enrolled on a SCQF Level 5 & 6 in Customer Service qualification (delivered by our Scottish Apprenticeship Training provider). You’ll also have access to a treasure trove of development opportunities and enjoy the full training, support and encouragement of our super-friendly team.

What will I learn?

Serco has a strong commitment to apprentices and training and as a successful Serco apprentice, you will be provided with unparalleled support throughout the duration of your programme. You will develop the skills you need for the job by working alongside your colleagues and getting hands on experience

What qualification or qualities are required?

You’ll have a head start in this vacancy if you’ve completed a Foundation Apprenticeship in a related field. We’ll need you to provide evidence of your qualification and show you gained the relevant skills from your placement

To be successful in this role you will need to be organised, able to deliver first class customer service with strong communication skills. The job requires an understanding of systems and procedures within customer service, so you’ll need to demonstrate strong IT skills and be comfortable in dealing with multiple tasks at once.

You’ll be able to demonstrate strong administrative experience and be organised in your working approach. This is a customer facing role so being able to converse professionally with colleagues and customers is paramount! Lastly, you’ll need to be educated to Scottish Higher-grade standard or equivalent and have a strong interest in Customer Services.