Retail Service Managers- Birmingham New Street

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

• 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.

Benefits

• 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.

Arriva is a leading provider of passenger transport across Europe, employing around 34,400 people and delivering around 1.6 billion passenger journeys. With buses, trains, coaches, trams, waterbuses, bike-sharing systems, on-demand transport solutions and a rolling stock leasing company, Arriva proudly connects people and communities safely, reliably and sustainably across 11 countries, delivering these services in a better way, every day. The activities of Arriva are divided into four business units: UK Bus, UK Trains, The Netherlands and Mainland Europe. Arriva has passenger transport operations in the Czech Republic, Croatia, Hungary, Italy, the Netherlands, Poland, Slovakia, Slovenia, Spain and the United Kingdom, and also operates a rolling stock leasing company in Romania.

Thanks for your interest in working on our team!! Our expansion is opening up exciting prospects! As our team grows, we’re on the lookout for the brightest talent to join us. Our ongoing success hinges on this! We’re grateful for your consideration to become a part of our dynamic team!