Customer Service Assistant

Customer Service Assistant, Birkenhead (Split shifts) - £12.50phr

Do you care deeply, genuinely and passionately about customer support?
The Port Operations Team is made up of customer focused individuals working with all aspects of customer service and we are currently looking for someone to join us in Belfast.

Your main task will be to assist with the smooth and effective transportation of passengers and vehicles to and from the vessels, whilst ensuring their experience is as pleasurable as possible by providing the highest standards of customer service to all our guests.

Shift Pattern:
- Week A: Monday/Thursday/Friday 
- Week B: Tuesday/Wednesday/Saturday/Sunday 
- Times: 06:00/07:00 - 12:00/13:00 & 17:00/18:00 - 22:30/23:30

Some of your key responsibilities:
- Deliver excellent customer service to support passenger and freight check-in operations at the port.
- Ensure accurate and timely communication internally and externally, liaising effectively with other departments and ports.
- Conduct efficient and accurate check-in procedures using in-house Freight & Travel reservation systems.
- Record and securely account for all cash in compliance with the Company Cash Handling Policy.
- Prioritise safety, logging near misses in the designated MS form.
- Provide customer service aligned with Stena Line's values—Welcoming, Caring, and Reliable—across all service channels.
- Represent and maintain the integrity of the Stena Line brand.
- Assist customers under EU Regulation 1177, handling check-in and boarding for vehicles, foot passengers, and freight, including ID and dangerous goods checks.
- Operate technical systems and support customers during the check-in process.
- Report faults and provide first-line support for equipment issues.
- Stay informed about new tools and technological advancements.
- Resolve customer conflicts, provide first aid, manage bookings, and handle cash transactions and administrative tasks. Respond to guest queries in terminals, quay areas, or via email.
- Support trade car and ship delivery operations.
- Foster a positive safety culture and team environment by participating in safety briefs, team meetings, and training (e.g., Seably).
- Maintain cleanliness of quay areas and handle delays or cancellations by informing and assisting passengers with re-bookings.
- Adhere to ticket policies and terms, ensuring consistent service delivery and maximising revenue through upselling opportunities.

What you will experience
At Stena Line, we believe everything is connected. By bringing people and goods together, we enable businesses and societies to grow. As a company, we are on an exciting journey driven by technology and new digital habits, developing our business to create outcomes that matter to our customers.

BENEFITS. 
- Concessionary travel on any route on the Irish Sea/North Sea
- Company pension & life assurance scheme - Discounted rail travel
- Industry leading Maternity & Paternity Leave
- Health Cash Plan
- Recognition scheme
- Employee Assistance Programme
- Great working environment Sea and Shore
- Continuous training, coaching and development within a helpful and encouraging environment with progression opportunities

Qualifications:
- Minimum of 2 years’ customer service experience, ideally within the travel/transport industry.
- Proficient in using Microsoft Office packages and the ability to learn new systems.
- Strong communication skills.   

Interested? 
This is a full time permanent position based in Birkenhead within our Ports and terminals department. To apply, please register your profile and send in your CV in English as soon as possible but no later than 4^th December, 2024. We are having an ongoing selection, so do not wait with your application. Please note that due to GDPR we do not accept applications via e-mail or postal service.
If you have any questions regarding the recruitment process you are welcome to contact Kathryn Gallagher, Talent Acquisition Partner, [email protected]. 
Please note that we kindly decline any offers from recruitment or staffing agencies regarding this recruitment.  

About Stena Line
As a leader in sustainable shipping, Stena Line has Europe’s most comprehensive route network focusing on transportation of both passengers and freight. We have over 5,900 employees in our Stena Line family across Scandinavia, around the UK and the Baltics, all actively support the daily business. 

 Our purpose is to be a trusted link between people, places and societies. We play a vital role in keeping everything connected. We make sure people and goods arrive where they need to be, enabling business to thrive and societies to grow. We connect family and friends, and make it possible to explore new destinations or revisit favourite places.

We are committed to maintaining and developing a sustainable working environment, free from harassment, that gives equal opportunities to everyone. We embrace equality, diversity and inclusion – and welcome all applicants.