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Apprentice Customer Services Assistant - Contact Centre

Job Req ID:  234214
Posting Start Date:  11-May-2022

Stromness, Orkney, GB, KW16 3BH

Contract Type:  Full Time
Job Advertisement: 

Job Title: Customer Service Apprentice –Contact Centre

Location: NorthLink Ferries, Ferry Rd, Stromness, Orkney KW16 3BH

Working Week: 37 hours per week, rostered over a 7-day pattern

Apprenticeship Qualification: SCQF Level 2 -5

Salary: £18,086 - £19010

Expected Apprenticeship Duration:  Fixed term contract, 24 months minimum


Looking to kickstart your career in customer service?


We, at Serco, are looking to recruit an apprentice customer service assistant to support NorthLink Ferries. Based in the Stromness terminal, you will welcome and provide a high-quality service to customers within one of Transport’s flagship contracts.


Serco has a strong commitment to apprentices and training and as a successful Serco apprentice, you will be provided with unparalleled support throughout the duration of your programme. You will develop the skills you need for the job by working alongside your colleagues and getting hands on experience. You will be helped to build relationships with peers, allowing you to achieve your professional development objectives. Full training and support will be given for this role.



About the role


Key accountabilities:

  • Deal with all aspects of customer enquiries and bookings with regard to our passenger, freight and livestock services and sponsorship programme
  • Respond efficiently to emails and Live Chat
    Collate, enter and maintain 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 


More about you


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.

You must be able to organise and prioritise tasks, as well as being able to find the information needed to complete them - an apprentice will require to demonstrate this aspect by collecting evidence in the workplace.



Things to consider

  • It is essential that you are able to travel daily to Stromness to arrive on time for work and have a flexible approach to working in line with the needs of a 24/7 business.
  • There are no formal entry requirements for studying a Foundation Apprenticeship however as this is a level 6 SCQF award, you should be working towards achieving at this level.
  • During the apprenticeship programme you will require to spend minimum 35 hours of on-the-job training and 2 hours at Orkney College, as well as creating a work-based portfolio to demonstrate the skills you’ve learnt at work.


Apply now »