Tower Agent / Airport Customer Service (LHR)

The ACC Tower Agent will be responsible for providing specialized operational and customer support, acting as a bridge between Above Wing and Below Wing operations, coordinating with business partners and JV partners to improve the Delta operation at London Heathrow.,

• The ACC Tower Agent will have real time overview of the operation to identify and assist AW/BW operational challenges, and prevent customer and baggage misconnection, business partners coordination and drive performance.


• The ACC Tower Agent will act as the First Point of Contact for the OCC regarding all operational updates including rotation changes, diversions, crew communication and changes, IROP & Service Recovery.


• The ACC Tower Agent will act as the First Point of Contact for all Delta Business Partners. This will include but not limited to attending daily Joint Venture calls and having full operational oversight of all Business Partners.


• The ACC Tower Agent will act as the First Point of Contact for the Airport Authority (Heathrow Airport LTD). This will include managing the station's stand allocation and towing schedule, flight connections, monitoring and liaising with Airport Passenger Experience Managers and UKBF Immigration teams.


• The ACC Tower Agent will be the key central point to drive improvements in D0, MBR and NPS score. This will be achieved by the aircraft turnaround monitoring and support, coordinating best approach and sharing operational updates to all Business Partners.


• The ACC Tower Agent will develop skills using multiple system tools to monitor flight performance, plan specific strategy and coordinate response.


• The ACC Tower Agent will be responsible for collating information necessary for the timely reporting by Delta. This will include but not limited to ASAP Safety Reporting, CRO Reporting, Below Wing violation and baggage adjudication, flight delays investigations and coding.


• The ACC Tower Agent will ensure all Delta documents and paperwork are correct and filed.


• The ACC Tower Agent will be trained and use BW skills to be able to identify safety or operational concerns.


• The ACC Tower Agent will be expected to participate in ad-hoc projects pertinent to the role.
  
  Operational Experience


• Consistently prioritizes safety and security of self, others, and personal data.


• Embrace diverse people, thinking, and styles.


• Is at least 18 years of age and has authorization to work in the United Kingdom.


• Should be proficient in communication skills: verbal, written, and listening.


• Strong interpersonal, problem solving, and decision-making skills.


• Should have strong analytical, organizational, and administrative skills.


• Should be a self-starter and able to manage multiple tasks simultaneously.


• Must be willing to work rotating shifts and days off.


• Must possess strong customer service orientation.


• Critical thinking and problem-solving skills required for effective service.


• Ability to hold airport specific requirements such as a SIDA Badge
  
  What will give you a competitive edge (preferred qualifications)

N/A

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.


• Paid time off including vacation, holidays, paid personal time, maternity and parental leave.


• Comprehensive health benefits.


• 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.


• Access to over 500 discounts, specialty savings and voluntary benefits through Deltaperks such as car and hotel rentals.