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Customer Services Assistant - NorthLink Ferries - Lerwick

Job Req ID:  267663
Posting Start Date:  05-Aug-2022

Lerwick, Shetland, GB, ZE1 0PR

Contract Type:  Full Time
Job Advertisement: 

Northlink Ferries, Lerwick Ferry Terminal, ZE1 0PR


Full Time, Permanent (35hrs per week)


£18,245.00 per annum + Excellent Corporate Benefits Package 




We have a great opportunity for a customer service assistant to join our team in Lerwick. Working in our busy Terminal. You will 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. 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.



Key Responsibilities include:


  • Make customer reservations (by telephone, email and in person)
  • Check-in and board passengers
  • Embrace and adhere to the business’s Health, Safety and Environment Serco Policy
  • Promote our values and vision at all time
  • Any other duties in keeping with this post as per the company requirements


What you’ll 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 committed to Serco’s Values of Trust, Care, Innovation and Pride. You must be able to communicate well with the public, team members, and be confident to use a phone and computer system.


What we offer


  • 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
  • Sensible benefits that could save you money – Pension Scheme, Life assurance, wellbeing support, staff discount, cycle to work scheme, etc.



Why Serco


Meaningful and vital work - The nature of our business means you will do interesting work that matters – delivering essential services that touch people’s lives.


A world of opportunity - Our diverse UK-wide operations offer unrivalled opportunities to learn and develop. You’ll be able to broaden your experience and apply your skills in new ways.


Great people - You’ll become an integral member of a well-defined and supportive team who believe passionately in the value of our work.



About Serco

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.

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. 

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

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