Apprentice Customer Service Assistant

  • Job Reference: 108501
  • Date Posted: 18 February 2021
  • Employer: Serco Limited
  • Website:
  • Location: Orkney (KW16 3BH), United Kingdom
  • Salary: £18,328
  • Sector: Call Centre / Customer Service
  • Job Type: Full Time
  • Duration: 24 months

Job Description


Job Title: Apprentice Customer Service Assistant

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

Working Week: 37 hours per week, Monday - Sunday 7 day rota

Salary: Up to £18,328 per annum plus benefits & 25 days annual leave

Apprenticeship Qualification: SCQF Level 5 & 6 in Customer Service

Expected Apprenticeship Duration: 24 months minimum


NorthLink Ferries provide daily lifeline ferry connections between the North and North East of Scotland and the Northern Isles. Our ferries operate all year-round providing a welcome and reliable service, catering for everyone and travellers can expect a service that is a testament to the islands' warmth and friendliness. We view ourselves as an integral member of our local communities, providing essential access and supplies for the islanders. We annually carry the equivalent of over 43 thousand freight trailers and 347 thousand passengers.


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.


About the role


You'll be providing an excellent first point of contact experience for customers either via telephone, face to face or electronic methods within our NorthLink Ferries Transport contract. You'll assistant the public with travel booking and advice, delivering an exceptional customer service experience, while encouraging conversion of travel enquiries to bookings.


You'll deal with all aspects of enquires and bookings including passenger, freight and livestock services, with a customer first mindset. You will also be required to collate, enter and maintain accurate customer and supplier data via the NorthLink booking system whilst complying with GDPR and Data Protection policies.


As part of our apprenticeship scheme you'll be enrolled on a SCQF Level 5 & 6 in Customer Service qualification (delivered by our Scottish Apprenticeship Training provider). You'll also have access to a treasure trove of development opportunities and enjoy the full training, support and encouragement of our super-friendly team.


About you


To be successful in this role you will need to be organised, able to deliver first class customer service with strong communication skills. The job requires an understanding of systems and procedures within customer service, so you'll need to demonstrate strong IT skills and be comfortable in dealing with multiple tasks at once.


You'll be able to demonstrate strong administrative experience and be organised in your working approach. This is a customer facing role so being able to converse professionally with colleagues and customers is paramount! Lastly, you'll need to be educated to Scottish Higher-grade standard or equivalent and have a strong interest in Customer Services.


Why Serco?


Meaningful and vital work:  You'll provide first class customer service experience to those using the NorthLink Ferries including daily lifeline ferry connections, a vital public service to the Scottish Islands.

A world of opportunity: Working for a globally operating business delivering essential services across 5 vital sectors, your next opportunity and challenge won't be hard to find.

Great people: You'll find yourself working with a variety of highly motivated, supportive and experienced colleagues, where no two days are the same.  





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. 

We're a Disability Confident employer and are committed to equal opportunities. If you have any additional queries, requirements or you need more time to apply, then please contact our recruitment team directly on 0345 010 4000. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.

Serco supports 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).