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Customer Services Manager - NorthLink Ferries, Stromness
Client: Serco
Location: Stromness, United Kingdom
Job Category: Customer Service
EU work permit required: Yes
Job Reference:
922c71f057b8
Job Views:
11
Posted:
26.04.2025
Expiry Date:
10.06.2025
Job Description:
We currently have an excellent opportunity for an experienced Customer Services Manager to join Serco within our team at NorthLink Ferries. The Customer Service Manager is expected to lead and manage locations within one of Transport’s flagship contracts, delivering a safe and exceptional lifeline ferry service from the Scottish mainland to the Northern Isles.
As part of the role, you will engage in business-related matters such as budgeting, forecasting, system processes, and recruitment selection.
The role involves active management of direct reports within the Customer Service departments at Stromness (including the Customer Service Centre), Scrabster, Hatston, and Kiln Corner. You will be expected to provide professional management of the NorthLink Ferries Customer Service operation.
Key Accountabilities
* Manage the delivery of the NorthLink Ferries Customer Service operation across sites in Stromness, Scrabster, Hatston, and Kiln Corner, identifying key trends and attending sites regularly.
* Ensure compliance with the Serco Management System, contractual obligations, legal/regulatory requirements, standards, and KPIs.
* Maintain and develop documentation at a contract operation level supporting the Serco Management System.
* Provide monthly Customer Service reports and KPIs to the Customer Service Director.
* Provide data and analysis for budget and forecasting purposes.
* Foster and maintain relationships with key influencers within the local community.
What do I need to do the role?
* Demonstrate continuous improvement and operational excellence.
* Excellent communication and interpersonal skills.
* Handle escalated customer complaints diplomatically and professionally.
* Analyze customer data, feedback, and performance metrics to identify trends and opportunities for improvement.
* Personal effectiveness and motivation.
* Proficient in Microsoft Office applications.
* Implement quality assurance measures to ensure consistent customer service.
* Understand the business and operating environment.
* Be flexible to work in line with a 24/7 business.
* Travel regularly to sites and vessels within or outside the geographic area.
* Operate effectively in a highly politicized and public-facing environment.
What we offer:
* Competitive salaries with annual reviews.
* Up to 6% contributory pension scheme.
* Days annual leave plus bank holidays.
* Benefits supporting health and wellbeing, such as Employee Assistance Programme, health plans, free flu vaccines, and more.
* Access to discounts and deals on travel, shopping, mobile, cinema, leisure, and hospitality.
* A supportive team and a culture that values diversity and inclusion.
* Interesting and meaningful work.
* Opportunities for professional and personal development through training and coaching.
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