Retail Service Managers

Overview

Retail Service Manager – Birmingham New Street. Join the Journey.

Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced, people-focused environment? If so, Cross Country is looking for enthusiastic Retail Service Managers to join our dynamic team based in Birmingham
.

As a Retail Service Manager
, you will be the face of Cross Country onboard our trains – providing a warm welcome, delivering a high-quality at-seat catering service, and 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.

• Starting salary: £26,888, 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.

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!

• You must live within 1 hour’s commute of Birmingham New Street and be able to travel at unsocial hours reliably.

At Cross Country, 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.

• Holiday allowance of 30 days, rising by one day a year up to a maximum 35 days.
• Pension is defined benefit, so contributions can vary but benefit is fixed and inflated each year.
• Free travel on Arriva Rail services (Cross Country, Chiltern, London Overground and Grand Central)
• 75% off travel on other UK rail companies
• Discounted European rail travel after one year.

Final date to receive applications:
Wednesday 25th February 2026

Please note, successful applicants will be required to attend a medical and have a DBS check.

Join us and be part of something bigger – making journeys better, one customer at a time.

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