Customer Service Manager – Birmingham

CrossCountry Trains are seeking to recruit an experienced Customer Service Manager to join their team in Birmingham.

The successful applicant will have responsibility for the management and leadership of customer service teams throughout Birmingham and its surrounding areas, including activities such as management of Train Managers, catering, revenue protection, cash handling, station access contracts, station operations and train cleaning. Please note that this is a safety critical role.

Key aspects of the role will include:

Leading your teams:

Lead and direct all Customer Service Teams in line with business objectives and in accordance with all appropriate legislation, industry standards, directives and codes of practice and to ensure a safe and risk free environment.

Great service:

Ensure delivery of excellent service to all customers consistently, in accordance with business specifications and seek to continuously improve the service we offer.

Developing your people:

Motivate, develop, coach, communicate and assess our people providing an environment and the opportunity for our people to make positive contributions to the company in line with our stated objectives whilst achieving their own potential.

Safety:

Lead and direct teams to ensure the safety of our people and our customers, ensuring compliance with legislation and our Safety management system, taking opportunities to continually improve safety performance and helping to deliver our safety plan objectives.

Finance:

Delivery of all aspects of the budget and operating within delegated financial authorities. Ensure cash management and cash handling is in line with business processes and security arrangements.

Productivity:

Develop good practice in train crew productivity, including helping to develop efficient rosters, managing rest day work, improving time lost through sickness and release from rostered turns. Measure performance through the timely and appropriate use of indicators and ratios.

Operations:

Ensure people have the necessary competences to conduct their duties safely and with confidence. Undertake On-Call responsibilities and maintain personal competence in the role of Senior Conductor/Train Manager.

Revenue Protection:

Manage and lead the delivery of excellent revenue protection in line with the business strategy and commercial considerations, through fully engaged and competent people.

You will need to clearly demonstrate your experience of the above within your application:

• Developing people through motivating, coaching and effective communication.

• Operational development - ensuring people have the necessary competence, safety and confidence to undertake their role.

• Leading and directing teams to deliver business objectives in a safe and risk free environment.

• Delivering excellent and consistent service to customers and seeking to continuously improve the service offered.

• Demonstrating good practice in train crew productivity, developing efficient rosters, managing rest day work and improving absenteeism.

The ideal candidate will have significant experience in a similar role and be competent in the following areas;

• Ability to manage large and geographically dispersed team.

• Strong capable leadership with proven motivation and excellent interpersonal skills.

• Sound understanding of the dimensions of the role.

• Ability to ensure cash handling and management is accurate and secure in every respect.

• Qualified in catering hygiene.

• Experience in management, welfare, discipline, conditions of service.

• Confident in presenting to groups of managers.

• Able to present statistical data and willing to challenge existing practices.

To apply, please submit your CV and cover letter by the close date of Friday 10th July 2026

We acknowledge the importance of our people's diverse experiences, talents and cultures. Embracing diversity and creating inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success.

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