At a Glance
- Tasks: Be the face of CrossCountry, delivering top-notch service on our trains.
- Company: Join a dynamic team at a leading national transport brand.
- Benefits: Enjoy 30 days holiday, free travel, and great career growth.
- Other info: Flexible hours and a supportive training environment await you.
- Why this job: Make every journey memorable while connecting with diverse customers.
- Qualifications: Excellent people skills and a passion for customer service.
The predicted salary is between 26888 - 34061 £ per year.
Join the Journey as a Retail Service Manager in Birmingham. 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, 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.
Starting salary: £26,888, 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).
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 Birmingham New Street and be able to travel at unsocial hours reliably.
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 of 35 days.
- Pension is defined benefit, so contributions can vary but benefit is fixed and inflated each year.
- 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: Wednesday 25th February 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- Birmingham employer: Chiltern Railways
At CrossCountry, we pride ourselves on being an exceptional employer, offering a vibrant work culture in Birmingham that prioritises employee growth and satisfaction. With comprehensive training, a competitive salary that increases with experience, and generous benefits including 30 days of holiday and free travel on our services, we ensure our Retail Service Managers feel valued and supported as they contribute to creating memorable journeys for our customers.
StudySmarter Expert Advice🤫
We think this is how you could land Retail Service Managers- Birmingham
✨Tip Number 1
Get to know the company! Research CrossCountry and understand their values and mission. This will help you connect with the interviewers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your people skills! Since you'll be interacting with customers daily, role-play common scenarios with friends or family. This will boost your confidence and help you deliver that warm welcome we’re looking for.
✨Tip Number 3
Dress to impress! Make sure you present yourself well during interviews. A professional appearance reflects our brand and shows that you take the opportunity seriously.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, you can set up job alerts to stay updated on new opportunities that match your skills.
We think you need these skills to ace Retail Service Managers- Birmingham
Some tips for your application 🫡
Show Your Personality:We want to see the real you! When writing your application, let your personality shine through. Use a friendly tone and share experiences that highlight your customer service skills and how you connect with people.
Tailor Your Application:Make sure to customise your application for the Retail Service Manager role. Highlight relevant experiences that showcase your excellent people skills and strong work ethic. We love seeing how you fit into our team!
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see why you’d be a great fit for the role.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, you’ll find all the info you need about the role and our company there.
How to prepare for a job interview at Chiltern Railways
✨Know Your Customer Service Basics
Brush up on your customer service skills before the interview. Think about examples from your past experiences where you went above and beyond for a customer. This role is all about making journeys enjoyable, so be ready to share how you can contribute to that.
✨Show Off Your People Skills
As a Retail Service Manager, you'll need to connect with customers effortlessly. Practice your communication skills and think of ways to demonstrate your approachability and confidence during the interview. A warm smile and a friendly attitude can go a long way!
✨Dress to Impress
First impressions matter! Make sure you present yourself well, reflecting the professional image that CrossCountry values. Choose an outfit that’s smart and shows you take the opportunity seriously. Remember, you’re representing the brand even before you start!
✨Be Ready for Flexibility Questions
This role requires flexibility in working hours, so be prepared to discuss your availability. Think about how you can accommodate early mornings, late evenings, and weekends. Showing that you're adaptable will highlight your commitment to the role.
