At a Glance
- Tasks: Deliver exceptional customer service and create positive travel experiences for passengers.
- Company: Join CrossCountry, a dynamic team focused on customer satisfaction.
- Benefits: Starting salary of £26,888, rising to £34,061, plus 30 days holiday and free travel perks.
- Other info: Flexible hours, comprehensive training, and great career growth opportunities await you.
- Why this job: Be the face of CrossCountry and make every journey memorable for our customers.
- Qualifications: Excellent people skills, customer service driven, and a strong work ethic.
The predicted salary is between 26888 - 34061 £ per year.
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 Leeds throughout 2026.
As a Retail Service Manager, you will be the face of CrossCountry onboard our trains – providing a warm welcome, delivering a high-quality at-seat catering service through the train, and 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)
- Permanently, 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
- 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 Leeds 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 4th 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.
Retail Service Managers- Leeds employer: arriva
Arriva Road Transport Services is an exceptional employer, offering a dynamic work environment in York or Derby with the flexibility of hybrid working. Employees benefit from competitive salaries, free travel on Arriva services after six months, and a strong commitment to diversity and inclusion, ensuring that every team member's unique experiences and talents are valued. With opportunities for professional growth and a supportive culture, Arriva is dedicated to fostering a rewarding career for all its staff.
StudySmarter Expert Advice🤫
We think this is how you could land Retail Service Managers- Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at arriva. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like arriva before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Retail Service Managers- Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to arriva:Your cover letter is your chance to shine! Tell us why you want to work at arriva specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at arriva!
How to prepare for a job interview at arriva
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
