Retail Service Managers- Newcastle

Arriva Group; Newcastle upon Tyne; On-site; GBP 27,000 - 34,000; Full time

Benefits offered by this job

Comprehensive training

Holiday allowance 30 days

Pension scheme

Free travel on Arriva Rail services

Discounted UK rail travel

Career progression

Job summary

CrossCountry is recruiting Retail Service Managers to join our team in Newcastle. You will be the face of the brand on board trains, delivering a warm welcome and high-quality catering service, whether via Trolley Service or from the On Board Shop.

The role offers a permanent, full-time contract with structured training at our Derby centre, a 38-hour week, and clear opportunities to grow within a national transport brand.

Qualifications

• Excellent people skills
• Customer service driven
• Strong work ethic
• Team player
• Flexible
• Well-presented
• Personality

Responsibilities

• Be the face of CrossCountry on board trains, delivering a warm welcome and high-quality catering service
• Provide catering via Trolley Service or from the On Board Shop to ensure passenger comfort
• Serve refreshments in Standard Class and offer First Class service when available
• Collaborate with onboard crew and local colleagues to maintain high standards

Job description

Retail Service Managers - Newcastle (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 Newcastle.

What you'll be doing

As a Retail Service Manager, you will be the face of CrossCountry on board 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 Newcastle 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: Friday 25th 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.