Job Information
Delta Air Lines, Inc. Red Coat, Customer Service Agent - LHR in London, United Kingdom
How you'll help us Keep Climbing (overview & key responsibilities)
Vision: Serve as a key liaison with a variety of different parties and deliver world-class service to all our customers.
Mission: Co-coordinate a SAFE, on time aircraft turn around process and uphold the Delta customer experience to its highest possible standards.
As a Red Coat Customer Service Agent (CSA), you play a vital role in ensuring our customers experience smooth and enjoyable air travel. As part of the ground crew, you’ll work in a dynamic team environment focused on delivering exceptional service. This role involves a wide range of responsibilities, including ticket sales, overseeing check-in and gate operations, handling connecting and re-routed flights, assisting with baggage services, and managing the overall turnaround of flights. Additional duties include monitoring the activities of business partners to ensure safety and security compliance, completing and forwarding statistics, reports, and compliance resolution responses. You’ll also maintain clear communication and coordination with leadership, peers, and stakeholders both inside and outside of the station.
Coordinate with various business partners to ensure the efficient turnaround of aircraft, including all tasks necessary to handle customers and their baggage acceptance
Proactively drive operational performance and excellence, cover GSC responsibilities, and ensure safety oversight when OSM and/or STM are not available (training provided)
Facilitate communication and coordination with flight crews while on the ground
Oversee check-in and ticketing sales functions, ensuring organization, flow, and exceptional customer service
Address connecting flight failures and offer rebooking solutions to inconvenienced customers
Ensure operational readiness for same-day and next-day flights
Greet customers proactively, assess their needs, explain Delta’s technology options, and direct them appropriately
Keep customers informed and ensure efficient service delivery while displaying a positive image
Practice safety-conscious behaviors, perform station compliance checklists, and conduct audits to maintain operational integrity
Encourage and assist customers in utilizing airport technology for a faster and friendlier airport experience
Coordinate and monitor all aspects of the operation to handle disruptions as quickly and effectively as possible
What you need to succeed (minimum qualifications)
Must be at least 18 years of age
Minimum of 1 year of experience in an airport above-wing position (i.e Ticket/Gate Agent, Customer Service Agent)
Proficient in English
Must have authorization to live and work in the United Kingdom at the time of applying to this position.
Strong verbal and written communication skills using appropriate grammar, tone, and pronunciation
Possess basic computer skills and be proficient in Microsoft Office applications
Must be able to balance multiple priorities within established time constraints
Must have strong listening and communication skills to identify customer needs and to provide directions appropriately
Able to read, write, and comprehend detailed job instructions
Consistently makes safety and security, of self and others, the priority
Demonstrate that privacy is a priority when handling personal data
Resumes must be submitted in English
Embrace diverse people, thinking, and styles
(If transferring internally) Must be performing satisfactorily in present position
Candidates must possess the required work permits or visas to be eligible to work in the United Kingdom at the time of submitting their application.
What will give you a competitive edge (preferred qualifications)
6 months of Airport Customer Service (ACS) experience in operations and customer service
Knowledge of Delta systems and/or other relevant airport technology systems
College degree in airport operations or airline industry related
Benefits and Perks to Help You Keep Climbing
Our culture is rooted in a shared dedication to living our values - Care, Integrity, Resilience, Servant Leadership, and Teamwork - every day, in everything we do. At Delta, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta employees. Exploring a career at Delta gives you a chance to see the world while earning great compensation and benefits to help you keep climbing along the way:
Competitive salary, industry-leading profit sharing program, and performance incentives
Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health
Domestic and International space-available flight privileges for employees and eligible family members
World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint
Recognition rewards and awards through the platform Unstoppable Together
Business Resource Groups were created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies.
Access to over 500 discounts, specialty savings and voluntary benefits through Delta Perks
Delta Air Lines, Inc. is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans. If you are a qualified individual, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings through this site, apply for jobs through Delta’s online system, or at any point in the selection process. To request a reasonable accommodation, please click here