Apprentice Customer Service Assistant – NorthLink Ferries

Train Shetland - Vocational Training

TypeSCQF Level 5 & 6 in Business Administration
AddressNorthLink Ferries, Holmsgarth Terminal, Holmsgarth Road, Lerwick, Shetland ZE1 0PR
SalaryUp to £18,328 per annum


Job Title: Apprentice Customer Service Assistant

Contract Type: Full-Time

Location: NorthLink Ferries, Holmsgarth Terminal, Holmsgarth Road, Lerwick, Shetland ZE1 0PR.

Working Week: 37 hours per week, Monday – Sunday 7 days rota

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

Apprenticeship Qualification: SCQF Level 5 & 6 in Business Administration

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 Business Administration 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 National SCQF Level 4 / 5 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.


Things to consider

You will be required to work on Shetland.
You will be subject to online assessments as part of the assessment process.


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.



Applicants to apply directly to Serco via this link. 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).