Customer Service Manager Birmingham New Street

Customer Service Manager – Birmingham, 12-Month FTC (Internal Candidates - 12 Month Secondment)

Location: Birmingham
 

Closing Date: 2nd January 2026

Join CrossCountry Trains and play a leading role in delivering outstanding service to thousands of customers every day. We're looking for an experienced and passionate Customer Service Manager, on a 12-Month FTC (or Internal Candidates - 12 Month Secondment) to lead our teams across Birmingham and the surrounding areas.

As Customer Service Manager, you'll inspire and guide a diverse group of customer-facing colleagues — including Train Managers, catering, revenue protection, and cleaning teams — to deliver safe, efficient, and high-quality service. This is a safety-critical role, requiring strong leadership, excellent communication, and a deep commitment to customer care and operational excellence.

What you'll be doing

Leading your teams

• Provide clear leadership and direction to all Customer Service Teams, ensuring delivery of business objectives in line with legislation, industry standards, and company policies.

• Create a positive, inclusive culture where safety and service excellence are at the heart of everything we do.

Delivering great service

• Ensure consistent delivery of excellent customer service across all touchpoints.

• Drive continuous improvement by identifying opportunities to enhance the passenger experience.

Developing your people

• Motivate, coach, and develop your teams to help them achieve their full potential.

• Communicate effectively, recognise success, and foster collaboration across teams and locations.

Keeping everyone safe

• Lead by example in promoting a culture of safety and compliance.

• Ensure all teams work within the framework of our Safety Management System and help deliver safety improvement objectives.

Managing budgets and productivity

• Take responsibility for budget performance and financial compliance, including cash handling and security.

• Improve efficiency through effective rostering, managing absence, and monitoring performance indicators.

Operational excellence

• Ensure all team members are fully trained, competent, and confident to carry out their roles safely.

• Participate in the On-Call rota and maintain personal competence as a Senior Conductor/Train Manager.

Revenue protection

• Lead the delivery of excellent revenue protection, ensuring your teams uphold the company's commercial strategy and customer service standards.

About you
 

We're looking for an experienced leader who can bring out the best in others while maintaining focus on safety, service, and performance. You'll be able to demonstrate experience in:

• Motivating, coaching, and developing people through effective communication and leadership.

• Managing large, geographically dispersed teams.

• Ensuring operational competence and safety compliance.

• Delivering consistent, high-quality customer service.

• Driving productivity improvements and efficient rostering.

You'll also bring:

• Strong leadership and interpersonal skills.

• Excellent presentation and communication abilities.

• A sound understanding of cash handling, catering hygiene, and operational management.

• Confidence to challenge existing practices and use data to drive improvement.

Our commitment to diversity and inclusion

At CrossCountry, we recognise that our people are our greatest strength. We're proud to celebrate diversity and foster an inclusive workplace where everyone can contribute, develop, and succeed.

Ready to make a difference?

Apply now and help shape the customer experience at CrossCountry Trains.

Closing date: 2nd January 2026.

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