Retail Service Managers- Newcastle

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.