Onboard Retail Service Manager - Passenger Experience

Arriva Group; Reading; On-site; GBP 27,000 - 34,000; Full time

Benefits offered by this job

Holiday allowance 30 days rising to 35

Pension Scheme

Free travel on Arriva Rail services

75% off travel on other UK rail

Discounted European rail travel after

Job summary

CrossCountry in Reading is seeking a Retail Service Manager to be the face of our onboard catering, delivering a warm welcome and high-quality service on every journey. You will operate a Trolley Service or the On Board Shop, serving Standard Class passengers and, when applicable, First Class, to ensure journeys are comfortable and enjoyable.

This permanent, full-time role offers comprehensive training, career progression opportunities, and benefits including travel discounts and pension.

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 – authentic, energetic individuals, not robots!

Responsibilities

• Be the face of CrossCountry onboard trains – delivering a warm welcome and high-quality catering service.
• Provide a Trolley Service or operate the On Board Shop.
• Ensure passengers travel in comfort and style across journeys.
• Serve refreshments in Standard Class and First Class when applicable.

Skills

Excellent people skills

Customer service driven

Team player

Flexible

Well-presented

Excellent communication

Job description

CrossCountry in Reading is seeking a Retail Service Manager to be the face of our onboard catering, delivering a warm welcome and high-quality service on every journey. You will operate a Trolley Service or the On Board Shop, serving Standard Class passengers and, when applicable, First Class, to ensure journeys are comfortable and enjoyable.

This permanent, full-time role offers comprehensive training, career progression opportunities, and benefits including travel discounts and pension.