At a Glance
- Tasks: Lead and inspire customer service teams to deliver exceptional service and ensure safety.
- Company: Join CrossCountry Trains, a leader in the rail industry with a focus on customer satisfaction.
- Benefits: Competitive salary, career development opportunities, and a dynamic work environment.
- Other info: Embrace diversity and contribute to an inclusive workplace culture.
- Why this job: Make a real impact by enhancing customer experiences and leading a passionate team.
- Qualifications: Proven experience in customer service management and strong leadership skills.
The predicted salary is between 35000 - 45000 £ per year.
CrossCountry Trains are seeking an experienced Customer Service Manager to join their team in Birmingham. The successful applicant will have responsibility for the management and leadership of customer service teams throughout Birmingham and its surrounding areas, including activities such as management of Train Managers, catering, revenue protection, cash handling, station access contracts, station operations and train cleaning. Please note that this is a safety critical role.
Responsibilities
- Leading your teams: Lead and direct all Customer Service Teams in line with business objectives and in accordance with all appropriate legislation, industry standards, directives and codes of practice and to ensure a safe and risk free environment.
- Great service: Ensure delivery of excellent service to all customers consistently, in accordance with business specifications and seek to continuously improve the service we offer.
- Developing your people: Motivate, develop, coach, communicate and assess our people providing an environment and the opportunity for our people to make positive contributions to the company in line with our stated objectives whilst achieving their own potential.
- Safety: Lead and direct teams to ensure the safety of our people and our customers, ensuring compliance with legislation and our Safety management system, taking opportunities to continually improve safety performance and helping to deliver our safety plan objectives.
- Finance: Delivery of all aspects of the budget and operating within delegated financial authorities. Ensure cash management and cash handling is in line with business processes and security arrangements.
- Productivity: Develop good practice in train crew productivity, including helping to develop efficient rosters, managing rest day work, improving time lost through sickness and release from rostered turns. Measure performance through the timely and appropriate use of indicators and ratios.
- Operations: Ensure people have the necessary competences to conduct their duties safely and with confidence. Undertake on-call responsibilities and maintain personal competence in the role of Senior Conductor/Train Manager.
- Revenue Protection: Manage and lead the delivery of excellent revenue protection in line with the business strategy and commercial considerations, through fully engaged and competent people.
Qualifications & Experience
- Significant experience in a similar customer service management role.
- Ability to manage a large and geographically dispersed team.
- Strong capable leadership with proven motivation and excellent interpersonal skills.
- Sound understanding of the dimensions of the role.
- Ability to ensure cash handling and management is accurate and secure in every respect.
- Qualified in catering hygiene.
- Experience in management, welfare, discipline, conditions of service.
- Confident in presenting to groups of managers.
- Able to present statistical data and willing to challenge existing practices.
Application deadline: Friday 10th July 2026.
Commitment to Diversity: We acknowledge the importance of our people's diverse experiences, talents and cultures, and creating an inclusive workforce is central to our success.
Customer Service Manager- Birmingham New Street employer: XC Trains Limited
CrossCountry Trains is an exceptional employer, offering a dynamic work environment in Birmingham where you can lead and inspire customer service teams to deliver outstanding service. With a strong commitment to employee development, safety, and inclusivity, we provide ample opportunities for personal and professional growth while ensuring a supportive culture that values diverse experiences and talents. Join us to make a meaningful impact in the rail industry and enjoy the unique advantages of working in a vibrant city.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager- Birmingham New Street
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at XC Trains Limited. 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 XC Trains Limited 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 Customer Service Manager- Birmingham New Street
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 XC Trains Limited:Your cover letter is your chance to shine! Tell us why you want to work at XC Trains Limited 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 XC Trains Limited!
How to prepare for a job interview at XC Trains Limited
✨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.
