Retail Service Manager – Plymouth
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.
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