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
We are not just hiring for a role — we’re hiring the right people. Here’s what success looks like:
- 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 Newcastle 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 25th 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.
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Retail Service Managers- Newcastle in Newcastle upon Tyne employer: XC Trains Limited
CrossCountry is an exceptional employer that prioritises a vibrant work culture and employee growth, making it an ideal place for Retail Service Managers in Edinburgh. With a competitive salary structure, comprehensive training, and generous holiday allowances, we ensure our team members feel valued and supported. Join us to be part of a diverse workforce that celebrates individuality while delivering outstanding customer service on our trains.
