Customer Service Apprentice-NorthLink Ferries

Customer Service Apprentice
Location: NorthLink Ferries, Stromness and Kirkwall
Working Hours: Full Time, 35 hours per week, working shift pattern
Salary: £26,982 + Excellent Corporate Benefits Package

Apprenticeship Qualification: SCQF Level 5-6
Expected Duration: 24 month FTC with 3 months probationary period

We have a great opportunity for a Customer Service Apprentice to join our team at NorthLink Ferries. Working in our busy Contact Centre, Stromness and Hatston ports and the Kirkwall office where you'll be part of our Customer Service team who work hard to provide an excellent first point of contact and a high-quality service to customers via telephone, face to face, email and LiveChat. There will be administration duties within one of Transport's flagship contracts. You will make reservations and understand what passengers want from their NorthLink Ferries experience, assist in the effective running of the department and work as part of the team.

We have a strong commitment to apprentices and training. As a Modern Apprentice with us you will be provided with unparalleled support throughout the duration of your programme to achieve a nationally recognised qualification. You will develop the skills you need for the job by working alongside your colleagues, getting hands-on experience, and gaining industry-relevant skills. You will be helped to build relationships with peers, allowing you to achieve your professional development objectives.

What you'll be doing:

• Making customer reservations by telephone or face to face
• Answering inbound calls and dealing with all aspects of customer enquiries and bookings
• Responding efficiently to emails and LiveChat
• Performing administrative duties
• Collating, entering and maintaining customer and supplier data
• Handling payments
• Assisting to check in and board passengers
• Embracing and adhering to the business's Health, Safety and Environment Serco Policy
• Promoting our values and vision at all times
• Any other duties in keeping with this post as per the company requirements

What you need to do the role:

The job requires a commitment to delivering excellent customer service whilst being able to follow standards and to have good organisational skills. We are looking for a good team player with a can-do attitude who takes initiative and ownership, particularly of personal development, and is committed to Serco's Values of Trust, Care, Innovation and Pride. You must be able to communicate well with the public and team members and be confident to use a phone and computer system.

Why come and work for us:

• Varied and interesting work - no day is the same at NorthLink Ferries
• Having the chance to work with and around friendly people - we have a great culture with high employee satisfaction
• The opportunity to work for a well-respected brand where people development is at the heart of our culture
• The opportunity to contribute to charity events - we help and support our communities

What Serco Offers:

• Salary: Competitive salaries with annual reviews
• Pension: Up to 6% contributory pension scheme
• Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression
• Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period
• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.