Customer Service and Check In Agent

Stena Line; Belfast City District; On-site; GBP 21,000 - 29,000; Full time

Benefits offered by this job

Concessionary travel

Rail discount

Pension & life cover

Wellbeing discounts

Enhanced parental leave

Employee assistance program

Training & development

Job summary

Stena Line is seeking a Customer Service and Check-in Agent in Belfast Port to deliver welcoming, caring, and reliable service from first contact. You will handle check-in, boarding, and passenger/vehicle interactions while maintaining safety and efficiency across operations.

You will work closely with Ports & Terminals and other support functions, developing skills, learning new systems, and contributing to continuous improvements in a collaborative, team-based environment.

Qualifications

• Good communication skills in English, both spoken and written.
• Ability to communicate in the local language where required.
• Experience using digital systems and technology in a working environment.
• Experience within customer service, travel, logistics, retail, hospitality or a similar service-focused environment.
• Ability to work flexible shift patterns.
• High school diploma or secondary vocational education.
• Full driving licence for passenger vehicles (where operationally required).

Responsibilities

• Deliver excellent customer service in line with Stena Line's Welcoming, Caring and Reliable behaviours.
• Handle check-in and boarding processes for passengers, travel vehicles, and freight customers.
• Assist customers with bookings, travel information, re-bookings, and timetable changes where required.
• Support customers using self-service technology and technical equipment.
• Carry out ID checks and dangerous goods checks in accordance with procedures.
• Respond to customer enquiries both in person and through digital communication channels.
• Contribute to a strong safety culture by prioritising safety in all activities and reporting potential risks or near misses.

Skills

Good English communication

Digital literacy

Customer service

Flexible shift work

Education

High school diploma

Job description

Are you someone who thrives on helping people, enjoys a fast-paced environment, and takes pride in delivering exceptional customer experiences? As a Customer Service and Check-in Agent, you are often the first Stena Line colleague our guests meet, playing a vital role in creating a welcoming, caring, and reliable experience from the moment they arrive at our port.

No two days are the same in this role. From assisting passengers and freight customers to managing check-in and boarding activities, you'll be at the heart of our operation, ensuring journeys start safely, smoothly, and with a smile. This is a great opportunity for someone who enjoy working with people, solving problems, and contributing to an operation that connects people, places, and societies every day.

Some of your key responsibilities

• Deliver excellent customer service in line with Stena Line's Welcoming, Caring and Reliable behaviours.
• Handle check-in and boarding processes for passengers, travel vehicles, and freight customers.
• Assist customers with bookings, travel information, re-bookings, and timetable changes where required.
• Support customers using self-service technology and technical equipment.
• Carry out ID checks and dangerous goods checks in accordance with procedures.
• Respond to customer enquiries both in person and through digital communication channels.
• Contribute to a strong safety culture by prioritising safety in all activities and reporting potential risks or near misses.

What you will experience

You’ll be joining a team that takes pride in delivering a safe, efficient and friendly port experience. Working closely with colleagues across Ports & Terminals, Freight, Travel, Onboard Sales & Services and other support functions, you'll play an important role in ensuring our customers receive great service every step of the way.

This is a highly collaborative environment where teamwork, communication and supporting one another are part of everyday life. You'll have opportunities to develop your skills, work with a variety of customers, learn new systems and technologies, and contribute to continuous improvements across the operation.

As a Stena Line employee, you'll enjoy a competitive benefits package which includes:

• Concessionary travel on Irish Sea and North Sea routes
• 75% discount on UK Rail travel
• Company pension and life assurance
• Gym and wellbeing discounts
• Enhanced parental leave
• Employee AssistanceProgramme
• Ongoing training and development

Who you are

At Stena Line your personality matters as much as how good you are at what you do. Regardless of your role, our behaviours welcoming, caring and reliable guide you in your everyday work and the challenges you face.

You are someone who enjoys interacting with people and creating positive experiences for customers. You remain calm under pressure, can adapt when priorities change, and are comfortable making decisions in a busy operational environment. You take ownership of your work, pay attention to detail, and understand the importance of safety and teamwork. Most importantly, you enjoy being part of a team that works together to deliver a great experience for every customer.

Qualifications:

• Good communication skills in English, both spoken and written
• Ability to communicate in the local language where required
• Experience using digital systems and technology in a working environment
• Experience within customer service, travel, logistics, retail, hospitality or a similar service-focused environment
• Ability to work flexible shift patterns
• High school diploma or secondary vocational education
• Full driving licence for passenger vehicles (where operationally required)

Interested?

This is an internal full-time, permanent position based in Belfast port within our Ports & Terminals department.

To ensure the secure and structured processing of your personal data, we only accept applications submitted through our online recruitment system.

If you have questions about the role or the recruitment process you are welcome to contact Kathryn Gallagher, Talent Acquisition Partner, at [e-mail].

About Stena Line

As a leader in sustainable shipping, Stena Line has Europe’s most comprehensive route network focusing on transportation of both passengers and freight. We have over 8,750 employees in our Stena Line family across Scandinavia, around the UK, the North Sea and the Baltics, all actively support the daily business.

Our purpose is to be a trusted link between people, places and societies. We play a vital role in keeping everything connected. We make sure people and goods arrive where they need to be, enabling business to thrive and societies to grow. We connect family and friends and make it possible to explore new destinations or revisit favourite places.

We are committed to maintaining and developing a sustainable working environment, free from harassment, that gives equal opportunities to everyone. We embrace equality, diversity and inclusion – and welcome all applicants.

Location: United Kingdom/Ireland,Belfast

Last day of application: September, 23, 2026

Our sustainability strategy

Our commitment to sustainability is centred around five focus areas linked to the UN Global Goals which are directly related to our business.

Here at Stena Line, we are all part of the same crew. We might not work on the same ship or even at sea, but we are all still family

Did you know that only 2 % of all people working within shipping are women? At the same time studies show that gender equal companies make more money, is better at keeping talent and show more innovation and creativity.