CUSTOMER SERVICE APPRENTICE

Location: NorthLink Ferries, Stromness and Kirkwall
Working Hours: Full Time, 35 hours per week, working shift pattern
Salary: £26,928 + Excellent Corporate Benefits Package
Apprenticeship Qualification: SCQF Level 5-6
Expected Duration: 24 month FTC with 3 months probationary period
We have a great opportunity for a Customer Service Apprentice to join our team at NorthLink Ferries. Working in our busy Contact Centre, Stromness and Hatston ports and the Kirkwall office where you’ll 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 via telephone, face to face, email and LiveChat. There will be administration duties 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 deal with all aspects of customer enquiries and bookings
• Respond efficiently to emails and LiveChat
• Administrative duties
• Collating, entering and maintaining customer and supplier data
• Handling payments
• Assisting to 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 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 and team members and be confident to use a phone and computer system.