MV Hamnavoe sailing from Scrabster to Stromness

Job Opportunities

Customer Services Assistant, Kiln Corner

Part time, 16 hours, Permanent

Job Description: 

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

The job opportunity:

The Customer Service Assistant will provide an excellent first point of contact with customers either via telephone, face to face or electronic methods, within one of Serco Transport’s flagship contracts. They will assist the public with travel booking and advice, delivering an exceptional customer service experience, while at the same time encouraging conversion of enquiries to bookings.

Main duties:

  • Deal with all aspects of customer enquiries and bookings with regard to our passenger, freight and livestock services and sponsorship programme
  • Maximise the conversion of enquiries to reservations
  • Accurate data inputting via the NorthLink booking system
  • Collating, entering and maintaining customer and supplier data, whilst complying with GDPR and Data Protection Act
  • Handling payments particularly by way of Credit/Debit Card
  • Administrative duties in support of the reservations functions e.g. preparation, communication and storage of correspondence with customers
  • Embrace and adhere to the business’s Health, Safety and Environment Serco Policy
  • Any other duties required by the Manager or Company

What we are looking for in our candidates:

  • The job requires an understanding of the systems and procedures in Customer Service
  • Well-developed communication skills and ability to deliver first class customer service
  • Good IT and Administration skills
  • Knowledge on NorthLink Ferries and associated services as well as background information on the Northern Isles
  • Some experience in a customer service role

Additional features:

  • Administrative duties in support of the Islander registration process
  • Administrative duties in support of the Lost Property system

Applications should be submitted by visiting using the reference number below:
Customer Service Assistant, Kiln Corner– Ref: 64733

Closing date for receipt of applications is 5pm Thursday 14th November 2019.

Serco NorthLink Ferries is an Equal Opportunities Employer

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