Onboard Retail Service Manager – Customer Experience

Xc Trains Limited; Greater London; On-site; GBP 27,000 - 34,000; Full time

Benefits offered by this job

Holiday allowance

Pension scheme

Free rail travel on Arriva services

Rail travel discounts

Job summary

CrossCountry is seeking enthusiastic Retail Service Managers to join our team in Birmingham. You will be the face of CrossCountry onboard trains, delivering a high-quality catering service through a trolley or onboard shop to ensure passengers travel in comfort and style.

Your role includes serving Standard Class refreshments, offering First Class courtesy, and providing a consistently excellent customer experience.

Qualifications

• Excellent people skills – confident, approachable, and great at connecting with customers.
• Customer service driven – Maintains a strong focus on customer satisfaction by delivering efficient, and proactive service at all times.
• Strong work ethic – reliable, consistent, and committed to high standards.
• Team player – work seamlessly with onboard crew and local colleagues.
• Flexible – able to work early mornings, evenings, weekends, and bank holidays.
• Well-presented – professional appearance that reflects our brand.
• Personality – we want authentic, energetic individuals, not robots!
• Location Requirement: You must live within 1 hour’s commute of Birmingham New Street Station and be able to travel at unsocial hours reliably.

Responsibilities

• Be the face of CrossCountry onboard our trains – providing a warm welcome and delivering a high-quality catering service.
• Operate a Trolley Service or from the On Board Shop to make journeys comfortable and enjoyable.
• Serve refreshments in Standard Class and offer complimentary service in First Class.
• Contribute to a positive passenger experience and represent the brand on every journey.

Skills

Excellent people skills

Customer service driven

Strong work ethic

Team player

Flexible

Well-presented

Authentic personality

Job description

CrossCountry is seeking enthusiastic Retail Service Managers to join our team in Birmingham. You will be the face of CrossCountry onboard trains, delivering a high-quality catering service through a trolley or onboard shop to ensure passengers travel in comfort and style.

Your role includes serving Standard Class refreshments, offering First Class courtesy, and providing a consistently excellent customer experience.