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For Companies At a Glance
- Tasks: Lead and inspire customer service teams to deliver exceptional experiences.
- Company: Join CrossCountry Trains, a leader in customer service excellence.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal growth.
- Why this job: Make a real impact on customer journeys and team development.
- Qualifications: Proven leadership skills and experience in customer service management.
- Other info: Diverse workplace committed to safety and operational excellence.
The predicted salary is between 36000 - 60000 £ per year.
Join CrossCountry Trains and play a leading role in delivering outstanding service to thousands of customers every day. We're looking for an experienced and passionate Customer Service Manager on a 12-Month Secondment (internal), 12-Month FTC (external) to lead our teams across Newcastle and the surrounding areas.
As Customer Service Manager, you will inspire and guide a diverse group of customer-facing colleagues — including Train Managers, catering, revenue protection, and cleaning teams — to deliver safe, efficient, and high-quality service. This is a safety-critical role, requiring strong leadership, excellent communication, and a deep commitment to customer care and operational excellence.
What you will be doing:
- Leading your teams: Provide clear leadership and direction to all Customer Service Teams, ensuring delivery of business objectives in line with legislation, industry standards, and company policies. Create a positive, inclusive culture where safety and service excellence are at the heart of everything we do.
- Delivering great service: Ensure consistent delivery of excellent customer service across all touchpoints. Drive continuous improvement by identifying opportunities to enhance the passenger experience.
- Developing your people: Motivate, coach, and develop your teams to help them achieve their full potential. Communicate effectively, recognise success, and foster collaboration across teams and locations.
- Keeping everyone safe: Lead by example in promoting a culture of safety and compliance. Ensure all teams work within the framework of our Safety Management System and help deliver safety improvement objectives.
- Managing budgets and productivity: Take responsibility for budget performance and financial compliance, including cash handling and security. Improve efficiency through effective rostering, managing absence, and monitoring performance indicators.
- Operational excellence: Ensure all team members are fully trained, competent, and confident to carry out their roles safely. Participate in the On-Call rota and maintain personal competence as a Senior Conductor/Train Manager.
- Revenue protection: Lead the delivery of excellent revenue protection, ensuring your teams uphold the company's commercial strategy and customer service standards.
About you:
We are looking for an experienced leader who can bring out the best in others while maintaining focus on safety, service, and performance. You will be able to demonstrate experience in:
- Motivating, coaching, and developing people through effective communication and leadership.
- Managing large, geographically dispersed teams.
- Ensuring operational competence and safety compliance.
- Delivering consistent, high-quality customer service.
- Driving productivity improvements and efficient rostering.
You will also bring:
- Strong leadership and interpersonal skills.
- Excellent presentation and communication abilities.
- A sound understanding of cash handling, catering hygiene, and operational management.
- Confidence to challenge existing practices and use data to drive improvement.
Our commitment to diversity and inclusion: At CrossCountry, we recognise that our people are our greatest strength. We are proud to celebrate diversity and foster an inclusive workplace where everyone can contribute, develop, and succeed.
Ready to make a difference? Apply now and help shape the customer experience at CrossCountry Trains.
Customer Service Manager Newcastle in England employer: XC Trains Limited
Contact Detail:
XC Trains Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager Newcastle in England
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at CrossCountry Trains. A friendly chat can sometimes lead to insider info or even a referral, which can give you a leg up in the application process.
✨Tip Number 2
Prepare for the interview by researching the company culture and values. Show us that you understand what it means to deliver outstanding customer service and how you can inspire your team to do the same. Tailor your examples to reflect the role of a Customer Service Manager.
✨Tip Number 3
Practice your leadership stories! We want to hear about times you've motivated and developed your teams. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them impactful.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it’s a great opportunity to reiterate why you’re the perfect fit for the Customer Service Manager position.
We think you need these skills to ace Customer Service Manager Newcastle in England
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer service management. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Leadership Skills: We want to see how you've motivated and developed teams in the past. Share specific examples of how you've led diverse groups and improved service delivery, as this is key for the role.
Highlight Safety and Compliance: Since this is a safety-critical role, emphasise your commitment to safety and compliance. Mention any relevant experience you have in promoting a culture of safety within teams.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at XC Trains Limited
✨Know Your Stuff
Before the interview, make sure you thoroughly understand the role of a Customer Service Manager. Familiarise yourself with CrossCountry Trains' values, safety protocols, and customer service standards. This will help you demonstrate your commitment to operational excellence and customer care.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience, especially in motivating and developing teams. Think about specific situations where you've successfully led diverse groups, improved service delivery, or fostered a positive culture. Be ready to discuss how you can inspire others at CrossCountry.
✨Communicate Effectively
Since this role requires excellent communication skills, practice articulating your thoughts clearly and confidently. Use the STAR method (Situation, Task, Action, Result) to structure your responses, ensuring you convey your ideas effectively and demonstrate your ability to engage with various stakeholders.
✨Emphasise Safety and Compliance
Given the safety-critical nature of the role, be prepared to discuss your understanding of safety management systems and compliance. Share any relevant experiences where you've prioritised safety in your previous roles, and express your commitment to maintaining high standards in this area at CrossCountry.
