Customer Service Supervisor -NorthLink Ferries

Customer Service Supervisor

Location: North Link Ferries, Stromness Ferry Terminal, Stromness, Orkney KW14 7UJ

Salary: £32,754.88 per annum pro rata plus excellent benefits

Schedule: Full-time, 35 hours per week, across Monday to Sunday

As a Customer Service Supervisor at North Link Ferries, you’ll play a key role in delivering a reliable, welcoming service for passengers travelling to and from Orkney, helping ensure every journey starts and ends on a positive note.

You’ll support the day‑to‑day operation of customer services at the terminal, leading by example and ensuring high standards are met at all times. Your work will help build trust, pride, and care in a service that connects communities and keeps essential travel moving.

• Supervise and support customer service activities to ensure a consistently high standard of service
• Lead and motivate colleagues, promoting teamwork and a positive customer‑focused culture
• Ensure standards, procedures, and safety requirements are followed at all times
• Communicate confidently with customers and colleagues, both face‑to‑face and by phone
• Use computer and telephone systems accurately to support customer enquiries and operational needs
• Take ownership of your own development and support the development of others

• Experience delivering excellent customer service in a busy environment
• Strong organisational skills and the ability to take initiative and ownership
• Confidence using computer systems and handling telephone enquiries
• Clear and effective communication skills, with the ability to work well as part of a team
• A positive, can‑do attitude aligned with our values of trust, care, innovation, and pride

• Holidays: 25 days plus bank holidays, pro rata, with the option to purchase additional leave
• Pension:
  Up to 6% contributory pension scheme
• Training and development: A wide range of training and coaching opportunities to support your professional and personal development
• Health and wellbeing:
  Employee Assistance Programme, Simply Health Plans, free flu vaccines, and other wellbeing support for you and your family
• Discounts:
  Access to a wide range of discounts and exclusive deals, including mobile phones, cinema, leisure, and hospitality
• Culture: A supportive, inclusive team environment where you can make a positive difference through interesting and enjoyable work

We are open to discussions around flexibility and flexible working and will make reasonable adjustments throughout the recruitment process and employment. We are committed to building a diverse and inclusive organisation.