Red Coat, Customer Service Agent - LHR

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)

• Knowledge of Delta systems and/or other relevant airport technology systems
• College degree in airport operations or airline industry related