Retail Service Managers- Birmingham New Street

Arriva TrainCare; Birmingham; Hybrid; GBP 27,000 - 34,000; Full time

Benefits offered by this job

30 days holiday

Pension scheme

Free rail travel

75% off rail travel

European rail travel discount

Job summary

CrossCountry is seeking Retail Service Managers to lead onboard catering services from Birmingham, delivering a warm welcome and high-quality service. Successful candidates will staff trolley service or onboard shop, ensuring passengers travel in comfort and style.

Training occurs in Derby over four weeks, with a starting salary of £26,888 per year during training and rising to £34,061 after completion. Flexible, full-time roles offer career growth within a national transport brand.

Qualifications

• Excellent people skills and ability to connect with customers.
• Customer-service driven with focus on satisfaction.
• Strong work ethic with high standards.
• Team player who collaborates with onboard crew and local colleagues.
• Flexible schedule including early mornings, evenings, weekends and bank holidays.
• Well-presented professional appearance reflecting the brand.

Responsibilities

• Greet passengers and deliver high-quality catering service on trains.
• Operate trolley service or run onboard shop.
• Ensure passengers travel in comfort and style.
• Support customers to maintain satisfaction.

Skills

People skills

Customer service

Work ethic

Team player

Flexibility

Presentation

Energetic personality

Job description

**Retail Service Managers – Birmingham (On Board Catering Crew)**Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced, people-focused environment? If so, CrossCountry is looking for enthusiastic **Retail Service Managers** to join our dynamic team based in **Birmingham**.**What you’ll be doing**As a **Retail Service Manager**, you will be the face of CrossCountry onboard our trains – providing a warm welcome, delivering a high-quality catering service through the train either with a Trolley Service or from the On Board Shop, making every journey a positive experience for our customers.From serving refreshments in Standard Class to offering complimentary service in First Class, you will play a key role in ensuring passengers travel in comfort and style.**What’s in it for you?*** **Starting salary**: **£26,888 pa during training**, rising to **£34,061** after successful training (based on a 38-hour week)* **Permanent, full-time position** with great career prospects* **Comprehensive training** and continuous support (Your initial 4-week training course will take place at our Customer Service Training Centre in Derby, where you will be trained on all aspects of the role).* Opportunities to grow within a national transport brand.**What We are Looking For**We are not just hiring for a role — we’re hiring the right people. Here’s what success looks like:* **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.**Why Join CrossCountry?**At CrossCountry, we’re committed to building a **diverse and inclusive workforce** where everyone can thrive. We value the unique perspectives that everyone brings and believe this drives our success.In return our benefits include:* Holiday allowance of 30 days, rising by one day a year up to a maximum 35 days.* Entry into the Pension Scheme* Free travel on Arriva Rail services (CrossCountry, Chiltern, London Overground and Grand Central)* 75% off travel on other UK rail companies* Discounted European rail travel after one year.**Application Deadline: Tuesday 29th September 2026.**Please note, successful applicants will be required to attend a medical and have a DBS check.Join us and be part of something bigger – making journeys better, one customer at a time.