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Serco Limited; Stromness; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

25 days’ holiday + bank holidays

Up to 6% contributory pension scheme

Extensive training and apprenticeships

Employee Assistance Programme

Retail discounts across retailers

Volunteer day

Job summary

Serco Limited is seeking a Customer Service Assistant for our NorthLink Ferries team in Orkney to manage customer enquiries, reservations and payments across phone, email, web and in person. You will support check-in and boarding, delivering a high standard of service to keep Scotland’s islands connected.

The role offers full-time hours, extensive training and opportunities for progression within a service-focused environment.

Qualifications

• Experience in customer service across multiple channels
• Strong communication and interpersonal skills
• Ability to handle bookings and inquiries accurately

Responsibilities

• Handle customer enquiries and reservations by phone, email, web, and in person
• Process bookings and payments accurately
• Support passenger check-in and boarding activities
• Deliver a high standard of customer service across all touchpoints
• Work with colleagues to support day-to-day department operations
• Follow Health, Safety and Environment procedures

Skills

Customer service

Communication

Multichannel support

Problem solving

Tools

CRM systems

Phone systems

Job description

Location: NorthLink Ferries, Stromness Ferry Terminal, Stromness, Orkney, KW14 7UJ

Schedule: Full-time, 35 hours per week, Monday to Sunday, working flexibly across operational hours

Ready to impact a better future?

As a Customer Service Assistant in our NorthLink Ferries Customer Service team, you’ll help customers plan and manage their journeys by providing excellent service across phone, email, web-based enquiries and face-to-face interactions. Your work will help keep people and communities connected across Scotland’s island and mainland transport network.

Every interaction is an opportunity to make a positive impact. Whether you’re assisting with reservations, supporting passengers at check-in, or resolving enquiries, you’ll play an important role in delivering a trusted service that communities rely on. With development opportunities and headroom for people to grow, this is a role where your work has purpose and helps impact a better future.

Customer Service Assistant

Company: Serco Limited Salary: £28275-28275 per annum Hours: Full-time Location: Orkney, KW16 3BH Job type: Permanent Posting date: 9 Sept 2026 Closing date: 23 Sept 2026

What you’ll do as a Customer Service Assistant

• Handle customer enquiries and reservations by telephone, email, web-based channels and in person


• Process bookings and payments accurately and efficiently


• Support passenger check-in and boarding activities


• Deliver a high standard of customer service across all customer touchpoints


• Work collaboratively with colleagues to support the effective day-to-day running of the department


• Follow all Health, Safety and Environment requirements and operational procedures

Does this sound like you?

• You enjoy working with customers and providing excellent service


• You communicate clearly and confidently with members of the public and colleagues


• You’re comfortable using computer systems and telephone-based systems


• You have strong organisational skills and can manage a varied workload


• You’re a positive team player who takes initiative, ownership and pride in your work


• You share our values of Trust, Care, Innovation and Pride

What we offer

• 25 days’ holiday plus bank holidays (and the option to buy up to five additional leave days each year)


• Up to 6% contributory pension scheme


• Over 1,100 internal courses available, funding for qualifications and apprenticeships (we currently offer over 60 different apprenticeships), mentoring opportunities, and a focus on internal progression.


• 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 across around 1,000 retailers, from food and clothing to days out, entertainment and travel


• Paid volunteering day, tax-free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity


• Our employee networks support connection by providing spaces for collaboration, learning, and belonging. They represent and empower all our colleagues including veterans, LGBTQIA+ employees, women, parents and carers, people with disabilities, and people from all cultural backgrounds.

Vetting and checks:

Serco welcomes applications from people with criminal convictions. Each case will be considered individually and fairly, in line with the Rehabilitation of Offenders Act and the nature of the role.

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.

This role requires a Basic DBS check, which will disclose any unspent convictions in line with the Rehabilitation of Offenders Act 1974. You will also complete an Occupational Health Questionnaire to help us identify and provide any support you may need to undertake the role effectively.

Proud member of the Disability Confident employer scheme

About Disability Confident Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.