Job Opportunities
Serco NorthLink Ferries and Serco Ferries (Guernsey) Crewing Ltd
is an Equal Opportunities Employer
The following jobs are available at NorthLink Ferries. Please click on the links below for more information.
Shore Jobs
Customer Services Manager
Location: Stromness, Orkney, GB, KW16 3BH
Contract Type: Permanent / Full Time 35 hours
Competitive Salary + Benefits
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 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.
To apply
Please visit the careers page on the Serco website. The job reference number is: 294925
Third Engineer
Start Date: Immediate
Term: Permanent
Description
A challenging and rewarding opportunity exists for a highly motivated 3rd Engineer within the NorthLink Ferries fleet.
Context/Job Purpose
The jobholder is responsible to the Chief Engineer and Second Engineer for the safe and efficient running of the engine room and machinery spaces while on watch.
Minimum Certification
Essential
- Second Engineer Certificate of Competency III/2
- Valid ENG1 medical
- 4 STCW Basic Safety Training Courses / Manila Amendments
- STCW Advanced Fire Fighting
- STCW Proficiency in Survival Craft and Rescue Boat
- STCW Proficient in Fast Rescue Boats
- Human Element, Leadership and Management (O)
- Security Awareness or Designated Security Duties
- Previous sailing experience in Chief Engineer / 2nd Engineer capacity is essential
Desirable
- MarinArk Basic Descent
- Crowd Management
- Crisis Management and Human Behaviour
Place of Work
The 3rd Engineer may be required to work on any vessel owned, managed or chartered by the ship owner out of the Northern Isles locations that the operator has vessels operating. The normal work pattern is two weeks on/off with annual leave. There may be a requirement to fulfil higher rank duties as required.
It is preferred that Candidates live within the local vicinity of our Ports (Aberdeen, Orkney & Shetland).
To apply for this role, please register and apply via our recruitment portal
https://northlinkferries.ankaarecruiter.com/Jobs
How to apply for job vacancies using ‘my ankaa’
Closing Date for Applications: Friday 26th July 2024
Third Officer
Start Date: Immediate
Term: Permanent
Description
A challenging and rewarding opportunity exists for a highly motivated Third Officer within the NorthLink Ferries fleet.
Context/Job Purpose
The Third Officer is responsible to the Chief Officer and Master at all times. During Bridge Watchkeeping and Loading Officer duties the Third Officer has functional authority over the Deck crew assigned to the watch.
Core Duties and Responsibilities
- In charge of a Navigational Watch.
- In charge of car deck operations during loading/discharging during designated periods.
- Assist in the maintenance and upkeep of charts, including electronic charts, and all nautical publications, including in
electronic format, if required. - Emergency Duties as per Muster List.
- Partake in weekly Emergency Drills.
- Ensuring that all L.S.A. & F.F.A. are in good working order and up to date as per the planned maintenance system.
- Upkeep of records in approved planned maintenance system as per designated areas of responsibility.
- Any other duties required by the Chief Officer or Master.
Certification Requirements
Essential
- Officer of the Watch Unlimited Certificate of Competency
- GMDSS GoC
- ENG 1
- Proficiency in Personal Survival Techniques
- Proficiency in Fire Prevention & Fire Fighting
- Proficiency in Elementary First Aid
- Proficiency in Personal Safety & Social Responsibilities
- Proficiency in Security Awareness
- Proficiency in Designated Security Duties
- Proficiency in Survival Craft & Rescue Boats
- Proficiency in Advanced Fire Fighting
- Proficiency in Medical First Aid
- HELM Operational Level
- ECDIS Generic (May be included with NAEST)
- NAEST (O)
- Crowd Management
Desirable
- Chief Officer Unlimited CoC
- Crisis Management
- ECDIS Type specific
- Certificate of Proficiency in Passenger Safety, Cargo safety and Hull Integrity on Ro-Ro Passenger ships
- Crew Resource Management
- Proficiency in Fast Rescue Boats
- Training in Carriage of Dangerous Goods
- COSHH Training
- Manual Handling
Place of Work
The Third Officer may be required to work on any vessel owned, managed or chartered by the ship owner out of the Northern Isles locations that the operator has vessels operating. The normal work pattern is two weeks on/off with annual leave.
It is preferred that Candidates live within the local vicinity of our Ports (Aberdeen, Orkney & Shetland).
To apply for this role, please register and apply via our recruitment portal
https://northlinkferries.ankaarecruiter.com/Jobs
How to apply for job vacancies using ‘my ankaa’
Passenger Services Assistant and Chefs
Contract: Seasonal/ Ad-Hoc (March – October)
Rate of pay: £31,340 (PSA, Pro rata), £37,707 (Chef, Pro rata)
Shift Pattern: 2 week on / 2 week off
Closing date: 29th January 2024
About you
Ideally living within the local catchment area of our operating ports of Stromness and Scrabster as well as Aberdeen, Kirkwall and Lerwick, you will be friendly, enthusiastic, flexible and a quick learner. You’ll take great pride in what you do and be committed to delivering the very highest level of customer service. Experience in retail, hospitality or other customer services environments would be advantageous, as would cash-handling skills and working to a roster system.
Benefits of a career with NorthLink Ferries
- A competitive salary
- Excellent training, development, and career progression
- 28 days annual leave (pro-rata)
- Access to a Staff discount portal
- A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, free flu vaccines and more.
About the role
Opportunities to work in a dynamic, busy environment onboard our ferries. Onboard passenger services staff are responsible for providing the highest levels of customer services to our passengers – whether it be our retail, food or beverage outlets.
Qualifications, Skills and Experience
In order to apply you must be able to meet the following requirements:
- Successful completion of a Seafarers ENG1 Medical
- Be able to commit and successfully complete a two-week training programme.
- Able to live onboard when rostered on duty.
Training
With the benefit of a comprehensive two-week training programme including STCW training being provided to equip you with the full range of skills you’ll deliver the highest standards around. Our training is focused on providing a service which reflects safety, efficiency and customer satisfaction.
PLEASE NOTE
There will be staggered intakes for the roles with the initial intake in mid-March and a further intake in May. Successful applicants will need to be available at these times to complete mandatory training.
Shortlisted applicants for the role of Chef will be required to complete a skill set assessment as part of the selection process.
To apply for this role, please register and apply via our recruitment portal
https://northlinkferries.ankaarecruiter.com/Jobs
How to apply for job vacancies using ‘my ankaa’
Ad Hoc AB/EDH
Summary
Applications are invited for the position of ad hoc Able Seafarer (AB)/EDH within the Serco NorthLink Ferries fleet.
Context/Job Purpose
As an AB/EDH the candidate will work under the instruction of the BOSUN directed by the Chief Officer (Head of the Deck Department) in order to maintain the ship. There will also be duties assigned to the candidate relating to mooring and cargo operations as directed by the Master or Officer of the Watch.
Place of Work
The AB/EDH may be required to work on any vessel owned, managed or chartered by the ship owner out of the Northern Isles locations that the operator has vessels operating. Please note that this position is a temporary as and when required position.
It is preferred that Candidates live within the local vicinity of our Ports (Aberdeen, Orkney & Shetland).
To apply for this role, please register and apply via our recruitment portal
https://northlinkferries.ankaarecruiter.com/Jobs
How to apply for job vacancies using ‘my ankaa’