Customer Service Assistant

Serco Limited; Scotland; On-site; GBP 9,000 - 12,000; Part time

Job summary

A leading transport service provider seeks a part-time Customer Service Assistant for its NorthLink Ferries service in Kirkwall, Orkney. In this role, you will manage customer reservations and assist passengers with check-in. The position offers £11,540.95 per annum plus competitive benefits including a pension scheme, annual leave, and discounts on various services. Ideal candidates will possess strong communication skills and a commitment to delivering high-quality service.

Benefits

Annual leave plus bank holidays

Contributory pension scheme

Employee assistance programme

Qualifications

• Customer service experience preferred.
• Ability to work flexible hours including evenings and weekends.
• Computer literacy for reservation systems.

Responsibilities

• Make customer reservations via telephone, email, and in person.
• Assist with check-in and boarding of passengers.
• Adhere to health and safety policies.

Skills

Effective communication

Organizational skills

Customer service

Initiative

Job description

Location & Schedule

NorthLink Ferries, Kirkwall, Orkney, KW15 1RQ Permanent, Part Time 15 hours per week, Monday to Sunday between 1900 and 2400 £11,540.95 per annum plus benefits

Role Overview

Customer Service Assistant at Hatston Terminal for one of Transport’s flagship contracts. You will make reservations and assist in the effective running of the department, delivering a high‑quality service to passengers.

Key Responsibilities

• Make customer reservations by telephone, e‑mail, and in person.
• Assist with check‑in and board passengers.
• Adhere to the business’s Health, Safety and Environment policies.
• Follow service standards and maintain good organisational skills.
• Communicate effectively with the public and team members.
• Use the telephone and computer system confidently.
• Show initiative, take ownership of tasks, and support personal development.

What We Offer

• Competitive salaries with annual reviews.
• Up to 6% contributory pension scheme.
• 25 days annual leave plus bank holidays (pro rata).
• Employee Assistance Programme, Simply Health Plans, Annual Leave Purchase Scheme, free flu vaccines, and more.
• Discounts on mobile phones, cinema, leisure, hospitality, and other services.
• Positive, inclusive culture and supportive team.
• Engaging and enjoyable work.
• Professional and personal development opportunities with training and coaching.