Customer Service Apprentice
Location: NorthLink Ferries, Lerwick, ZE1 0PR
Working Hours: Full Time, 35 hours per week, working shift pattern including weekends
Salary: £26,928.00 per annum + Excellent Corporate Benefits Package
Apprenticeship Qualification: Business and Administration (SCQF Level 5) SVQ
Expected Duration: 24-month FTC with 3-month probationary period
We have a great opportunity for a Customer Service Apprentice to join our team at NorthLink Ferries. You will be part of our Customer Service team who work hard to provide an excellent first point of contact and 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.
We have a strong commitment to apprentices and training. As a Modern Apprentice with us, you will be provided with unparalleled support throughout the duration of your programme to achieve a nationally recognised qualification. You will develop the skills you need for the job by working alongside your colleagues, getting hands-on experience, and gaining industry-relevant skills. You will be helped to build relationships with peers, allowing you to achieve your professional development objectives.
What you’ll be doing:
* Making customer reservations by telephone or face to face
* Answering inbound calls and dealing with all aspects of customer enquiries and bookings
* Responding efficiently to emails and LiveChat
* Collating, entering and maintaining customer and supplier data
* Assisting to check in and board passengers
* Embracing and adhering to the business’s Health, Safety and Environment Serco Policy
* Promoting our values and vision at all times
* Any other duties in keeping with this post as per the company requirements
What you need to do the role:
The job requires a commitment to delivering excellent customer service whilst being able to follow standards and 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 is 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 using a phone and computer system.
Why come and work for us:
* 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
What Serco Offers:
* Salary: Competitive salaries with annual reviews
* Pension: Up to 6% contributory pension scheme
* Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression
* Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres
* Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment, and travel
* ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period
* Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community
* Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free through our Payroll Giving Scheme.
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.
Apply:
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 Leaders and holders of the Gold 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. For help with your application please contact 0345 010 4000.
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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