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Serco Limited; Aberdeen City; On-site; GBP 27,000 - 30,000; Full time

Benefits offered by this job

Pension

Training and development

Health & wellbeing

Discounts

Charity

Employee networks

Job summary

Serco Limited is hiring a Customer Service Assistant for the NorthLink Ferries team in Aberdeen. You will manage reservations, assist with check-in and boarding, and provide proactive, friendly service to all passengers at the busy Aberdeen terminal.

The role emphasizes accuracy, strong communication, and adherence to Health, Safety and Environment policies while contributing to a supportive, team-based work culture.

Qualifications

• Experience working within the Travel and Tourism sector.
• Strong communication skills and confidence engaging with the public.
• Good organisational skills and attention to detail.
• Positive, can-do attitude and commitment to excellent customer service.

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

Experience in Travel and Tourism

Customer service

Teamwork

Communication skills

Positive attitude

Proactive service

Tools

Phone systems

Computers

Job description

Customer Service Assistant-NorthLink Ferries

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.

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 teamInitiative 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

• 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.

Proud member of the Disability Confident employer scheme

Let’s impact a better future, together.

Company: Serco Limited

Hours: Full-time

Location: Aberdeen, AB11 5NP

Job type: Permanent

Posting date: 6 Oct 2026

Closing date: 5 Nov 2026