Customer Services Manager-NorthLink Ferries

Stromness | Other

Customer Services Manager
NorthLink Ferries, Stromness, KW16 3BH
Permanent / Full Time 35 hours

Competitive Salary + Benefits



We currently have an excellent opportunity for an experience 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 regularly 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 and 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 operating sites in Stromness, Scrabster, Hatston and Kiln Corner identifying key trends and attending sites on a regular basis.
  • Compliance with the Serco Management System, Contractual Obligations, legal/ regulatory requirements, and standards and KPIs.
  • Maintain and develop documentation at a contract operation level that supports the Serco Management System.
  • Provide monthly Customer Service reports and KPIs to the Customer Service Director in support of this function.
  • To provide data and analysis for on-going budget and forecasting setting purposes.
  • Expected to foster and maintain relationships with key influencers within the local community.




What I need to do the role?


  • Ability to demonstrate Continuous Improvement and operational excellence.
  • Excellent Communication and Interpersonal skills.
  • Capability to handle escalated customer complaints diplomatically and professionally aiming for a satisfactory resolution.
  • Ability to analyse customer data, feedback and performance metrics to identify trends, areas for improvement and opportunities to enhance the customer experience.
  • Personal Effectiveness & Motivation.
  • Computer literate, in particular proficient in the use of Microsoft Office applications.
  • Implementing quality assurance measures to ensure consistency and excellence in customer service across the team
  • Understanding the Business and unique Operating Environment.
  • Flexible approach to working in line with the needs of a 24/7 business.
  • Ability to travel regularly to sites and vessels within or out with the geographic area of operation.
  • Ability to understand and operate in a highly politicised and public facing environment.

What we offer:


  • Competitive salaries with annual reviews 
  • Up to 6% contributory pension scheme.
  • 25 days annual leave plus bank holidays.
  • A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Plans, free flu vaccines and more.
  • Access to a huge range of discounts and exclusive deals such as Travel discounts, Online and Instore Shopping/Grocery discounts, Mobile Phone discounts, Cinema discounts, Leisure, and Hospitality discounts.
  • A fantastic culture and supportive team where you'll get the chance to make a positive difference in a company passionate about diversity and inclusion.
  • Interesting and enjoyable work.
  • Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities


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. 

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 Leader employers and holder 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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Contract Type
Expiry Date
31/07/2024 01:14:00
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