Retail Service Managers- Newcastle

About the role

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.

Responsibilities

• Provide a warm welcome to passengers
• Deliver catering service via trolley or on‑board shop
• Serve refreshments in Standard Class
• Offer complimentary service in First Class
• Ensure passengers travel in comfort and style

Requirements

• Excellent people skills – confident, approachable, and great at connecting with customers
• Customer service driven – maintains a strong focus on customer satisfaction by delivering efficient, proactive service
• Strong work ethic – reliable, consistent, and committed to high standards
• Team player – works seamlessly with onboard crew and local colleagues
• Flexible – able to work early mornings, evenings, weekends, and bank holidays
• Well‑presented – professional appearance that reflects the brand
• Personality – authentic, energetic individuals
• Live within 1 hour’s commute of Newcastle and able to travel at unsocial hours reliably
• Successful applicants will be required to attend a medical and have a DBS check

Pay

Starting salary: £26,888 per annum during training, rising to £34,061 after successful training (based on a 38‑hour week). Permanent, full‑time position.

Schedule

Flexible working – required to work early mornings, evenings, weekends, and bank holidays.

Benefits

• Comprehensive training and continuous support (initial 4‑week training course at the Customer Service Training Centre in Derby)
• Opportunities to grow within a national transport brand
• Holiday allowance of 30 days, rising by one day a year up to a maximum of 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