Admin, Finance & IT

Position Title
Seasonal Customer Service Assistant

Reports To
Assistant General Manager

Summary of Position
Waverley Excursions Ltd., which operates Paddle Steamer Waverley, is seeking to appoint a Customer Service Assistant as Waverley returns to service in 2026 to work within the company’s booking office delivering a high standard of customer service.

The Customer Service Assistant will work closely with the Assistant General Manager and Booking Office Manager to ensure the smooth operation of the passenger business.

This is a great opportunity for someone who is looking to gain wider experience. You should be well organised, have good people skills, be flexible with an ability to rise to the challenge when the unexpected happens.

This position is based in Glasgow though attendance on board Waverley may be required. This is a unique role working with the dedicated team who manage and operate Waverley. Everyone in the team helps in whatever capacity necessary to ensure that the demands of the business are met. Flexibility and commitment are essential for this role.

Role
To work within the company’s booking office, ensuring high standards of customer service and support the Assistant General Manager and Booking Office Manager in delivering a high standard onboard service.

About You
• Educated to a high standard
• Self-motivated with strong organisational and prioritisation skills
• Excellent communication skills, able to write in an engaging manner to suit a variety of audiences
• Ability to manage own workload and multitask
• Ability to work flexibly as a team player in a busy environment
• Ability to process and interpret complex information
• Prepared to learn new skills and assist within other areas of the business
• Competent in the use of Microsoft Word, Excel, Teams

Job Description
• Process bookings via telephone, online or mail efficiently.
• Ensure tickets are dispatched in a timely manner.
• Respond to customer enquiries by telephone and or email
• Ensuring customer satisfaction and dealing appropriately with customer feedback
• Dispatching Gift Vouchers and Shop orders in a timely manner.
• Any other duties required by the Assistant General Manager and Booking Office Manager
• Work onboard in a commercial role if required and practicable

Hours of Work
Monday – Friday 09:00-17:00. Occasional Saturdays 09:00-13:00 and occasional evenings subject to the needs of the business.

Interview date – Wednesday 8th April with ideal start date ASAP.

If you are interested in joining our team, please email your CV along with a Covering Letter confirming your suitability to the post to info@waverleyexcursions.co.uk

JOB PURPOSE
To ensure the provision of an efficient and comprehensive professional People service to managers and staff across Central Services Directorates. Support the delivery of Directorate People-related strategic goals and objectives and the development of partnership relationships through discussion with the Directors. As a member of the Trust’s People Team, contribute to the development of People policies, systems and practices and to the development and delivery of People projects on a Trust-wide basis.
REPORTING ARRANGEMENTS
You will be line managed by the Lead Consultant, with a dotted line reporting relationship to the relevant Central Services Directors to ensure effective partnership working and alignment with service priorities
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Provide professional advice, expertise, guidance and support on all aspects of People matters to Director(s), Managers, and staff within the Central Services Directorates you support, ensuring that they are aware of current legislation, best practice and Trust policy and procedures. This role will be the focal point of contact for People matters for the areas it is aligned to.
1. In liaison with the Manager team, develop business partner relationships with the Director’s and other lead managers within the Directorate(s) in order to gain greater all-round understanding of their business requirements and support them in delivering key objectives.
2. Act as main point of contact for Director’s and line managers within the directorate for employee relations issues and to provide support and advice on individual employee casework e.g., grievance, performance and absence management, conduct, capability, harassment and bullying, redundancy, voluntary severance, redeployment, change management, stress management, team development, equality & diversity. Ensure cases are dealt with in a timely fashion and in accordance with our policies, current legislation and best practice and that effective communication and good employee and/or Trade Union relations are developed and maintained.
3. Liaise with the People Recruitment team over the servicing of the recruitment function from handling vacancies to issuing contracts of employment and carrying out Disclosure Scotland checks. Use and verify information held on the relevant People Systems.
4. Develop and where appropriate, deliver People development activities in consultation with Director’s and Organisational Development (who may identify and recommend external providers of training, so that cost effective and business-led solutions are delivered). Communication and consultation with staff will be an important element of this role.
5. Along with the Director’s, represent the directorate’s interests in discussions on People issues at Trust level, ensuring that the needs of the area are taken into account in developing Trust-wide policies and procedures and ensuring that centrally agreed People policy and practices are implemented in the directorate(s).
6. As a member of the Trust’s People Team, contribute to policy development and major projects on a Trust-wide basis. Ensure consistency in People practices. Communicate effectively with other members of the People community to share best practice and keep up to date with professional developments, including changes in best practice, new legislation and case law. Represent the People Department at Hearings in other areas of the Trust as required, support the job evaluation process as required. Support the development, use, and effectiveness of the People and Volunteering Systems.

REQUIRED QUALIFICATIONS, SKILLS, EXPERIENCE & KNOWLEDGE
Qualifications
Essential
• Professionally qualified in HR (Chartered Member of CIPD, would be the norm).
• Degree or degree level capability in a generalist or specific HR discipline.
• Will have enhanced knowledge and skills through CPD activities.
Desirable
• HR, HR-related or business-related post-graduate qualification.
• Clean driving licence.
Experience
Essential
• Track record in HR which must have included operational HR as a professional advisor (advising, influencing, delivering HR solutions in partnership with the business, employee relations).
• Ability to deal with confidential information and always maintain confidentiality.
• Strong communications skills and superb attention to detail is a must.
• Strong influencing and interpersonal skills.
• Excellent organisational and time management skills.
• A flexible can-do attitude with the ability to work to deadlines.
• Capacity to work efficiently and stay calm under pressure.
• Good IT literacy (Microsoft Office, Excel, HR Systems)
Desirable
 Good knowledge of Access People XD
 Experience of volunteers, volunteering, and volunteer systems.

This is a key role within the Highland Safaris team and will often be the first point of contact for visitors, partners and clients. The role requires a consistently high level of customer service, ensuring all enquiries and bookings are handled professionally and efficiently in line with the standards expected of a VisitScotland 5-Star Visitor Attraction.

A core responsibility of this position is the smooth and accurate administration and coordination of all bookings. The successful candidate will develop a strong understanding of our markets and support the growth of sales opportunities within agreed financial parameters, helping the business meet its targets.

The role requires strong sales awareness alongside excellent administrative accuracy, planning and organisational skills to ensure bookings, communications and operational arrangements run smoothly.

The Bookings & Administration Executive will work closely with the Operations Manager to ensure all experiences and events are organised and delivered to the highest standards.