Port Assistant/Port Operative/Customer Service

40 hours per week | Fixed Term until October 2026 | Craignure

Role Overview

As a valued member of the Port team, you will play a vital role in delivering an exceptional experience to everyone who uses our facilities - whether they are island residents, visitors from the UK or abroad, or commercial partners. Your responsibilities will also be essential in maintaining the safety, security, and smooth operation of our ports. This includes supporting pier maintenance, managing traffic flow, assisting with vessel movements, and ensuring the port environment remains clean, organised, and welcoming for all.

Day to Day Working

You will enjoy a varied and dynamic shift pattern that includes weekends, bank holidays, and evening work. Some days will start early to welcome the first arrivals, while other shifts may see you staying on to ensure everything runs smoothly until the final vessel departs. There may be a requirement to work out with these hours due to operational requirements. You will also receive unsociable hours payment of 12.5 percent on top of your hourly rate for shifts which start before 08:00 and/or end after 19:00. The basic hourly rate will be paid at single time for every hour up to 40 hours per week, every hour above this will be paid at 1.75 times the basic hourly rate.

Key Responsibilities

• Ticket Sales, Printing and Distribution: Provide fast, friendly, and accurate ticket sales to ensure a smooth customer experience. Help customers choose the best travel options by offering clear, helpful guidance on our ticketing services. Confidently operate ticketing systems and equipment to issue and distribute tickets efficiently and professionally.
• Customer Interaction: Deliver outstanding customer service by responding to enquiries, resolving concerns, and offering proactive support with a friendly and professional approach. Clearly communicate ticketing details, policies, and procedures to ensure customers feel informed and confident in their travel plans. Support customers during service disruptions by assisting with booking changes, cancellations, and arranging alternative accommodation or onward travel when needed.
• Cash Handling: Accurately process payments using cash and card, while providing clear receipts and ensuring a smooth, secure transaction experience for every customer.
• Data Entry: Ensure accurate entry of customer and ticketing information into our systems to support seamless operations and excellent service delivery. Record and report sailing statistics with precision, contributing to efficient scheduling and operational planning.
• Maintenance and Cleaning: Carry out routine maintenance and cleaning tasks to help maintain a safe, clean, and welcoming office environment. Proactively identify and report maintenance needs or safety concerns to ensure a well-functioning and secure workplace.
• Equipment Operation: Skilfully operate equipment including forklifts and vans to support efficient port operations. Adhere strictly to established procedures for the safe handling of cargo and equipment, ensuring safety and reliability at all times.
• Outdoor Work: Expertly marshal vehicles to ensure smooth and safe movement within the port area. Confidently direct traffic during vessel embarkation and disembarkation, maintaining safety and efficiency for all passengers and vehicles.
• Security and Safety: Actively monitor the pier area to maintain a safe and secure environment for all personnel, visitors, and property. Uphold safety standards by enforcing regulations and responding confidently to any incidents or emergencies in line with established procedures.

Any other duties required by the Port Manager

About you

We value many qualities in our employees, but most importantly, we seek individuals who are resilient, compassionate, proactive, supportive, and bring a positive, can-do attitude to everything they do. To excel in your role, you will need:

• A genuine passion for providing outstanding customer service and creating positive experiences.
• Strong verbal and written communication skills, with the ability to engage confidently and clearly.
• A proactive, solution-focused mindset with the ability to think on your feet.
• High attention to detail, ensuring accuracy and consistency in all tasks.
• Comfortable with basic IT systems and quick to learn new tools and technologies.
• A strong commitment to living and demonstrating our core values every day.
• A good understanding of CalMac services and a desire to represent the brand with pride.
• A Full UK Driving Licence.
• Reliable daily access to the terminal, with the ability to commute consistently.
• Flexible and adaptable to a shift-based schedule, including weekends and public holidays.
• A self-starter who can work independently and take initiative when needed.
• A supportive team player who thrives in a fast-paced, customer-focused environment.

Extra Benefits

Enjoy a full uniform and PPE provided to you, along with exceptional training and development opportunities designed to support your growth and career progression within our organisation. Benefit from an industry-leading pension scheme, securing your future with confidence. Take advantage of exclusive discounts onboard our CalMac vessels, making travel more enjoyable and affordable. Access a wide range of staff benefits throughout your employment, enhancing your overall experience as part of our team.