Case Manager - Dutch Bilingual

At Percepta, we bring first‑class service across each market we support. As a Dutch Bilingual Customer Experience Case Manager in the United Kingdom, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

Contract Type: Full‑Time, Permanent, Fully Remote

Working Hours: 40 hours per week, on a weekly rotating shift pattern, Monday to Friday between 7am and 5pm.

Salary: £28,117 per annum

What You’ll Be Doing

• We’re looking for a proactive and customer‑focused Case Manager to take ownership of customer and dealer enquiries on behalf of our client.
• In this role, you’ll manage individual customer cases from start to finish using your strong communication, negotiation, and influencing skills to ensure every issue is fully resolved.
• You’ll conduct thorough investigations, coordinate effective solutions, and deliver outcomes that drive customer satisfaction, loyalty, and retention.
• Promote a positive customer and dealer relationship ensuring maximum customer satisfaction and organisational excellence.
• Demonstrate a customer‑centric focus through the customer journey and negotiate win‑win outcomes with customers.
• Liaise with the dealer network on a daily basis to resolve issues.
• Keep accurate records of discussions or correspondence with customers.
• Use innovative approaches to resolve customer issues, ensuring new ideas are shared within the department and business.
• Develop and maintain product knowledge, business process and system expertise to meet ongoing customer and client needs.
• Effectively manage customer relationships by understanding customer expectations and setting realistic and timely agreements for future contact.
• Use effective questioning to identify future sales leads, maximising opportunities by promoting our client’s product and services.

What You Bring to the Role

• Secondary school qualifications or similar: GCSE, O Grades, N/ SVQ Level 1 & 2.
• Strong communication and writing skills.
• Fluency/proficiency in Dutch and German and/or English, to C1 or native fluency level.
• Problem‑solving skills necessary to make decisions and take action based on sound reasoning and independent judgement.
• Ability and desire to work on own initiative and prioritise workload without supervision.
• Ability to manage multiple tasks and strong time‑management skills to support effective case management.
• Clear understanding of the differences between a call centre and customer service mindset.

What You Can Expect

• 22 days annual leave to start, increasing by 1 day on the anniversary of your start date for the first 5 years, up to a maximum of 27 days plus bank holidays.
• Company pension.
• Life assurance 4 × annual salary.
• Contributory pension scheme.
• Private medical and insurance and discounted dental scheme.
• Comprehensive travel insurance for you and family in line with scheme rules.
• Discounts on brand new vehicles.
• Employee Assistance Programme (EAP).
• Cycle‑to‑work scheme.
• Free on‑site parking.

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialised in creating customer loyalty for its clients across the globe. Delivered in multiple channels and speaking multiple languages, we bring first‑class service across each market we support. Our values are the heartbeat of our organisation, and we live, breathe, and play by them daily.

Right to Work

Please note: We are unable to provide visa sponsorship for this position. Applicants must already have the legal right to work in the United Kingdom at the time of application.

Equal Opportunity Employer

Percepta is proud to be an equal opportunity employer. We are committed to fostering a diverse and inclusive workplace where all employees feel respected, valued, and empowered to thrive. We welcome applications from all qualified candidates regardless of age, disability, gender identity, marital status, race, religion or belief, sex, or sexual orientation.