Job Opportunities

Serco NorthLink Ferries and Serco Ferries (Guernsey) Crewing Ltd
is an Equal Opportunities Employer

The following jobs are available at NorthLink Ferries. Please click on the links below for more information.

Shore Jobs

2 x Cleaning Operatives, Lerwick (Part time, flexible hours)
Customer Services Assistant, Stromness (Part time)
Customer Services Assistant, Stromness (Full time)
Customer Services Manager, Stromness
Marine Superintendent, Aberdeen

Ship Jobs

Passenger Services Assistant and Chefs
Ad Hoc AB/EDH

2 x Cleaning Operatives, Lerwick (Part time, flexible hours)

Location: Lerwick Ferry Terminal, Holmsgarth Road, Shetland, ZE1 0PR
Contract Type: Part Time with flexible hours, 16 – 20 hours per week

We have some exciting opportunities to join our team in based in Lerwick. You’ll be part of our Cleaning team who work hard to provide a high-quality service with NorthLink Ferries. In this role of Cleaning Assistant you will ensure a high level of cleanliness of the vessels, terminal buildings and other port facilities at all times.

To apply
Please visit the careers page on the Serco website. The job reference number is: 296270

Customer Services Assistant, Stromness (Part time)

Location: Stromness Ferry Terminal, Ferry Road, Orkney, GB, KW16 3BH
Contract Type: Part Time, 20 hours

Do you enjoy working with the public and want to receive practical training, development, and progression within a customer focused environment?

Are you looking for Part Time flexible hours for your next role?

We have an exciting opportunity to join our team in based in Stromness. Working in our busy Terminal you’ll be part of our Customer Service team who work hard to provide a high-quality service to customers within one of Transport’s flagship contracts NorthLink Ferries. In this role of Customer Service Assistant you will be making reservations and assisting in the effective running of the department as part of a team that strive to deliver a great experience for each one of our passengers.

This position is well suited to individuals who enjoy working in a customer facing role and want to be part of a program that supports your development towards a long and successful career.

Within this role you will be making customer reservations by telephone, email and in person and assisting to check-in and board passengers, whilst embracing and adhering to the business’s Health, Safety and Environment Serco Policy.

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 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.

What we offer:

Competitive salaries with annual reviews
Up to 6% contributory pension scheme.
25 days annual leave plus bank holidays.
A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Plans, Annual Leave Purchase Scheme, free flu vaccines and more.
Access to a huge range of discounts and exclusive deals such as Travel discounts, Online and Instore Shopping/Grocery discounts, Mobile Phone discounts, Cinema discounts, Leisure, and Hospitality discounts.
A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.
Interesting and enjoyable work.
Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities

To apply
Please visit the careers page on the Serco website. The job reference number is: 296303

Customer Services Assistant, Stromness (Full time)

Location: Stromness Ferry Terminal, Ferry Road, Orkney, GB, KW16 3BH
Contract Type: Full Time, 35 hours

Do you enjoy working with the public and want to receive practical training, development, and progression within a customer focused environment?

Are you looking for Full Time flexible hours for your next role?

This position is well suited to individuals who enjoy working in a customer facing role and want to be part of a program that supports your development towards a long and successful career.

What we offer:

Competitive salaries with annual reviews
Up to 6% contributory pension scheme.
25 days annual leave plus bank holidays.
A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Plans, Annual Leave Purchase Scheme, free flu vaccines and more.
Access to a huge range of discounts and exclusive deals such as Travel discounts, Online and Instore Shopping/Grocery discounts, Mobile Phone discounts, Cinema discounts, Leisure, and Hospitality discounts.
A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.
Interesting and enjoyable work.
Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities

To apply
Please visit the careers page on the Serco website. The job reference number is: 296246

Customer Services Manager, Stromness

NorthLink Ferries, Stromness, Orkney, KW16 3BH
Permanent / Full Time 35 hours

We currently have an excellent opportunity for an experience Customer Services Manager to join Serco within our team at NorthLink Ferries. The Customer Service Manager is expected to lead and manage locations within one of Transport’s flagship contracts delivering a safe and exceptional lifeline ferry service from the Scottish mainland to the Northern Isles.

As part of the role, you will regularly engage in business related matters, such as budgeting, forecasting, system processes and recruitment selection.

The role involves active management of direct reports within the Customer Service departments at Stromness (including the Customer Service Centre), Scrabster, Hatston and Kiln Corner and you will be expected to provide professional management of the NorthLink Ferries Customer Service operation.

Key Accountabilities

Manage the delivery of the NorthLink Ferries Customer Service operation across operating sites in Stromness, Scrabster, Hatston and Kiln Corner identifying key trends and attending sites on a regular basis.
Compliance with the Serco Management System, Contractual Obligations, legal/ regulatory requirements, and standards and KPIs.
Maintain and develop documentation at a contract operation level that supports the Serco Management System.
Provide monthly Customer Service reports and KPIs to the Customer Service Director in support of this function.
To provide data and analysis for on-going budget and forecasting setting purposes.
Expected to foster and maintain relationships with key influencers within the local community.

What I need to do the role?

Ability to demonstrate Continuous Improvement and operational excellence.
Excellent Communication and Interpersonal skills.
Capability to handle escalated customer complaints diplomatically and professionally aiming for a satisfactory resolution.
Ability to analyse customer data, feedback and performance metrics to identify trends, areas for improvement and opportunities to enhance the customer experience.
Personal Effectiveness & Motivation.
Computer literate, in particular proficient in the use of Microsoft Office applications.
Implementing quality assurance measures to ensure consistency and excellence in customer service across the team
Understanding the Business and unique Operating Environment.
Flexible approach to working in line with the needs of a 24/7 business.
Ability to travel regularly to sites and vessels within or out with the geographic area of operation.
Ability to understand and operate in a highly politicised and public facing environment.

What we offer:

Competitive salaries with annual reviews
Up to 6% contributory pension scheme.
25 days annual leave plus bank holidays.
A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Plans, free flu vaccines and more.
Access to a huge range of discounts and exclusive deals such as Travel discounts, Online and Instore Shopping/Grocery discounts, Mobile Phone discounts, Cinema discounts, Leisure, and Hospitality discounts.
A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.
Interesting and enjoyable work.
Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities

To apply
Please visit the careers page on the Serco website. The job reference number is: 294925

Marine Superintendent, Aberdeen

Competitive Salary + benefits
Full time, permanent (37 hours per week)

Serco delivers innovative transport solutions to road and public transport authorities, government departments and commercial enterprises around the world. We are the partner of choice for providing a range of transport options to the travelling public, whether by air, road, rail, or ferry.

We currently require a Marine Superintendent to assist the Marine Manager in ensuring that vessels meet the standards and criteria required by Company, Customer, Class, and Flag State Statutory regulations and to ensure that Company vessels are operated by SQEP personnel in a safe, efficient, and economical manner and in full compliance with such requirements and regulations.

As Marine Superintendent you will fulfil the role of Deputy Designated Person Ashore (DDPA) and when required Deputy Company Security Officer (DCSO) for ISPS vessels operated by Serco NorthLink Ferries.

Assist the Marine Manager in horizon scanning for changes in legislation and regulations to ensure continued compliance and to manage the relationship/liaise with Regulatory and Professional Bodies, Port Authorities, Training Providers and Wider Industry.

Your responsibilities will include:

Planning and execution to ensure the continued meeting of Customer, Company and Regulatory requirements for vessels operated by SQEP in a safe, efficient, and economical manner and in full compliance with such requirements and regulations and expectations and achieve contract deliverables. This will include a requirement to scan horizons for impending changes to legislation/regulations and formulation of plans to address as and when required.
To conduct regular reviews of operational procedures monitoring and taking action to ensure compliance. This should encompass but not be limited to the planning and delivery of a programme of audits, drills and underway assessments which ensure professional standards are maintained whilst complying with regulatory and Company compliance requirements.
Identifying issues within the VMS ensuring effective corrective actions are taken and verified as carried out.
Trials planning and execution to ensure development and maintenance of safe operational procedures for existing and new build vessels. This will include the conduct of associated hazard identifications reviews, risk assessments and mitigations to underpin SOPs and operational safety. The Marine Superintendent will be responsible for the generation of Operational Safety Case reports and addendums with support from the Marine & Technical Managers who will provide an SME lead in the completion and review of Risk Assessments within the Safety Case and work instruction processes.
To develop and maintain a network of internal and external relationships commensurate with and to the extent required by the role and to enable the meeting of current and future regulatory/legislative requirements and operational needs. (e.g. MCA, IOMSR & DNV).
To be the prime point of contact with the Customer and Harbour Authorities in all matters pertaining to safety assurance and/or regulatory requirements.
In conjunction with the Marine & Technical Managers ensure that all assigned vessels are maintained in a safe and seaworthy condition in accordance with Company procedures and Statutory requirements. as well as complying with environmental monitoring and protection regulations.

What you will need to do the role

You will hold STCW Reg. II/2 Master (Unlimited) Certificate of Competency, or equivalence with relevant additional vocational qualifications.
Proven seagoing experience in Command is preferred.
Full UK driving licence.
Demonstrated success through a proven track record of working effectively within the industry critically gaining broad experience in general ships knowledge.
Substantial experience in addressing Maritime operational requirements, displaying a comprehensive understanding of industry practices.
Effective interpersonal and collaboration skills. Communicate effectively and professionally with all levels within and across the organisation, both at-sea and on-shore.

What we offer

In return we offer a competitive salary, a benefits package including contributory pension, excellent working conditions and the opportunity to further your career within a supportive environment.

To apply
Please visit the careers page on the Serco website. The job reference number is: 295653

Passenger Services Assistant and Chefs

Contract: Seasonal/ Ad-Hoc (March – October)
Rate of pay: £31,340 (PSA, Pro rata), £37,707 (Chef, Pro rata)
Shift Pattern: 2 week on / 2 week off

About you
Ideally living within the local catchment area of our operating ports of Stromness and Scrabster as well as Aberdeen, Kirkwall and Lerwick, you will be friendly, enthusiastic, flexible and a quick learner. You’ll take great pride in what you do and be committed to delivering the very highest level of customer service. Experience in retail, hospitality or other customer services environments would be advantageous, as would cash-handling skills and working to a roster system.

Benefits of a career with NorthLink Ferries

A competitive salary
Excellent training, development, and career progression
28 days annual leave (pro-rata)
Access to a Staff discount portal
A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, free flu vaccines and more.

About the role
Opportunities to work in a dynamic, busy environment onboard our ferries. Onboard passenger services staff are responsible for providing the highest levels of customer services to our passengers – whether it be our retail, food or beverage outlets.

Qualifications, Skills and Experience
In order to apply you must be able to meet the following requirements:

Successful completion of a Seafarers ENG1 Medical
Be able to commit and successfully complete a two-week training programme.
Able to live onboard when rostered on duty.

Training
With the benefit of a comprehensive two-week training programme including STCW training being provided to equip you with the full range of skills you’ll deliver the highest standards around. Our training is focused on providing a service which reflects safety, efficiency and customer satisfaction.

PLEASE NOTE
There will be staggered intakes for the roles with the initial intake in mid-March and a further intake in May. Successful applicants will need to be available at these times to complete mandatory training.
Shortlisted applicants for the role of Chef will be required to complete a skill set assessment as part of the selection process.

To apply for this role, please register and apply via our recruitment portal
https://northlinkferries.ankaarecruiter.com/Jobs

How to apply for job vacancies using ‘my ankaa’

Ad Hoc AB/EDH

Summary
Applications are invited for the position of ad hoc Able Seafarer (AB)/EDH within the Serco NorthLink Ferries fleet.

Context/Job Purpose
As an AB/EDH the candidate will work under the instruction of the BOSUN directed by the Chief Officer (Head of the Deck Department) in order to maintain the ship. There will also be duties assigned to the candidate relating to mooring and cargo operations as directed by the Master or Officer of the Watch.

Place of Work
The AB/EDH may be required to work on any vessel owned, managed or chartered by the ship owner out of the Northern Isles locations that the operator has vessels operating. Please note that this position is a temporary as and when required position.

It is preferred that Candidates live within the local vicinity of our Ports (Aberdeen, Orkney & Shetland).

To apply for this role, please register and apply via our recruitment portal
https://northlinkferries.ankaarecruiter.com/Jobs

How to apply for job vacancies using ‘my ankaa’