Retail Service Managers- Birmingham New Street

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

Benefits offered by this job

Comprehensive training

Pension scheme

Free rail travel

Rail travel discount

Discounted European rail travel after

Job summary

CrossCountry in Birmingham is seeking an experienced Retail Service Manager to lead onboard catering and guest experience. You will be the welcoming face delivering a high-quality service, whether via trolley service or the onboard shop, ensuring passengers travel in comfort and style.

Key duties include serving refreshments in Standard Class, with First Class complimentary service, and upholding the brand's customer-focused standards across shifts.

Qualifications

• Excellent people skills with a confident, approachable manner.
• Customer service focused with proactive service delivery.
• Strong work ethic; reliable, consistent and high standards.
• Team player; collaborates with onboard crew and colleagues.
• Flexible availability including early mornings, evenings, weekends and holidays.
• Well-presented with a professional appearance reflecting the brand.
• Energetic personality; authentic engagement with customers.

Responsibilities

• Be the face of CrossCountry onboard trains, delivering friendly hospitality.
• Provide high-quality catering service via trolley or onboard shop.
• Serve Standard Class and First Class passengers to ensure comfort and style.
• Maintain consistent, proactive service to enhance passenger experience.

Skills

People skills

Customer service

Work ethic

Team player

Flexible

Professional appearance

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.