Customer Service Assistant-NorthLink Ferries

Serco; Aberdeen City; On-site; GBP 24,000 - 33,000; Full time

Benefits offered by this job

25 days holidays

Pension scheme

Training and development

Health and wellbeing

Staff discounts

Volunteer opportunities

Employee networks

Job summary

Serco is recruiting a Customer Service Assistant for our NorthLink Ferries team in Aberdeen. You will ensure a high-quality passenger experience across the terminal, handling reservations, check-in, and boarding while upholding Serco values of trust, care, innovation and pride.

You will work 35 hours per week across Monday–Sunday, with a focus on friendly, proactive service and teamwork to support the smooth operation of the Aberdeen terminal.

Qualifications

• Experience working within Travel and Tourism sector.
• Positive, can-do attitude and commitment to excellent customer service.
• Strong communication skills and confidence engaging with the public.
• Good organisational skills and attention to detail.
• Ability to work well as part of a team.
• Initiative and ownership of own development.

Responsibilities

• Make customer reservations by telephone, email, and in person.
• Assist with check-in and boarding processes.
• Provide clear, friendly, and proactive service to all passengers.
• Follow Health, Safety and Environment policies.
• Use phone and computer systems confidently.
• Support the effective day-to-day running of the terminal as part of a collaborative team.

Skills

Customer service

Communication

Teamwork

Job description

Customer Service Assistant

Location: NorthLink Ferries, Jamiesons Quay, Aberdeen, AB11 5NP

Salary: £28,274.40 per annum plus benefits

Schedule: 35 hours per week, across Monday – Sunday between 6.45am – 7pm

Ready to impact a better future?

As a Customer Service Assistant in our NorthLink Ferries team, you’ll help deliver a high‑quality passenger experience across one of Transport’s flagship contracts. Your work will make a real difference to customers travelling through our busy Aberdeen terminal and will support a service that has a positive impact on local communities.

You’ll play an important part in creating a smooth, friendly, and supportive journey for every passenger. From reservations to check‑in, you’ll help shape experiences that are grounded in our Serco values - trust, care, innovation, and pride.

You’ll Be Entrusted To

What you’ll do as a Customer Service Assistant

• Make customer reservations by telephone, email, and in person
• Assist with check‑in and boarding processes
• Provide clear, friendly, and proactive service to all passengers
• Follow Health, Safety and Environment policies
• Use phone and computer systems confidently
• Support the effective day‑to‑day running of the terminal as part of a collaborative team

Does this sound like you?

You’ll be a great fit for this role if you have:

• Experience working within the Travel and Tourism sector.
• A positive, can‑do attitude and a commitment to excellent customer service
• Strong communication skills and confidence engaging with the public
• Good organisational skills and attention to detail
• The ability to work well as part of a team
• Initiative and ownership of your own 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
• Pension: Up to 6% contributory pension scheme
• Training and development: Over 1,100 internal courses available, funding for qualifications and apprenticeships (including L3 Team Leader and L5 Operations Manager apprenticeships), mentoring opportunities, and a focus on internal progression
• Health and wellbeing: Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco-managed leisure centres, and 24/7 access to a virtual GP service
• Discounts: Discounts across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• Charity: Paid volunteering day, tax-free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity
• Employee networks: Our networks support inclusion and connection by providing spaces for collaboration, learning, and belonging. They represent and empower all our colleagues including LGBTQIA+ employees, women, parents and carers, people with disabilities, veterans, and people from all cultural backgrounds.

A Little Bit About Us

At Serco, everyone plays a vital part in delivering essential public services that make a real difference. As a global team of 50,000 people across Defence, Transport, Justice, Immigration, Healthcare, Leisure and Citizen Services, we’re united by a shared purpose: to improve the services that communities rely on. Guided by our values of Trust, Care, Innovation and Pride, our people make meaningful impact, every single day.

Our Inclusive Recruitment Commitment

We prioritise your skills and potential. As a Disability Confident Leader, the Top Great British Employer of Veterans 2026, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.

• Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.
• Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions).