At a Glance
- Tasks: Welcome passengers, serve refreshments, and ensure a positive travel experience.
- Company: Join CrossCountry, a leader in customer service on trains.
- Benefits: Competitive salary, 30 days holiday, free travel, and discounts on rail services.
- Other info: Enjoy strong career prospects and a dynamic team environment.
- Why this job: Be the face of our service and make every journey memorable for passengers.
- Qualifications: Excellent people skills and a strong work ethic are essential.
The predicted salary is between 26888 - 34061 £ per year.
Join the Journey. Are you passionate about delivering exceptional customer service? Do you thrive in a fast‑paced, people‑focused environment? This role is ideal for someone who enjoys providing a warm welcome, delivering high‑quality at‑seat catering, and ensuring every journey is a positive experience for our passengers.
What you’ll be doing
You will be the face of CrossCountry onboard our trains, welcoming passengers, serving refreshments in Standard Class, providing complimentary service in First Class, and ensuring passengers travel in comfort and style. Your focus will be on delivering efficient, proactive service and maintaining a positive customer experience at every seat.
Compensation & Position
Starting salary: £26,888, rising to £34,061 after successful training (based on a 38‑hour week). This is a permanent, full‑time position with strong career prospects.
Training
You will attend a 4‑week training course at our Customer Service Training Centre in Derby, where you will learn all aspects of the role.
Benefits
- Holiday allowance of 30 days, increasing by one day a year up to a maximum of 35 days
- Pension – defined benefit, contributions vary but benefits are fixed and inflated each year
- Free travel on Arriva Rail services (CrossCountry, Chiltern, Grand Central)
- 75% discount on other UK rail companies
- Discounted European rail travel after one year
Qualifications & Requirements
- Excellent people skills – confident, approachable, and able to connect with customers
- Customer‑service driven – focus on customer satisfaction through efficient and proactive service
- Strong work‑ethic – reliable, consistent, 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
- Energetic, authentic personality – we want real people, not robots
Location Requirement
You must live within a one‑hour commute of Plymouth and be able to travel at unsocial hours reliably.
Additional Requirements
Successful applicants will be required to attend a medical exam and have a DBS check. Application deadline: Monday 13th July 2026.
Retail Service Manager- Plymouth employer: XC Trains Limited
CrossCountry is an exceptional employer that prioritises employee satisfaction and growth, offering a vibrant work culture where every team member plays a vital role in enhancing passenger experiences. With competitive salaries, extensive benefits including generous holiday allowances and free travel, and a commitment to professional development through comprehensive training, we ensure our Retail Service Managers thrive in a supportive environment. Join us in Plymouth, where your passion for customer service will be rewarded with meaningful career opportunities and the chance to make a real difference on every journey.
StudySmarter Expert Advice🤫
We think this is how you could land Retail Service Manager- Plymouth
✨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!
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.
