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For Companies At a Glance
- Tasks: Lead a dynamic team to create exceptional customer experiences in the automotive industry.
- Company: Join Percepta, a people-first company with an award-winning culture.
- Benefits: Enjoy 25 days annual leave, private medical insurance, and discounts on vehicles.
- Other info: Remote work with occasional travel and excellent career growth opportunities.
- Why this job: Make a real impact while developing your leadership skills in a fast-paced environment.
- Qualifications: Fluent in English and Dutch, with mid-level contact centre experience preferred.
The predicted salary is between 34964 - 34964 £ per year.
Drive your career forward with Percepta and join the people powering the world's leading automotive experiences. As a Customer Experience Operations Supervisor (Bilingual English/Dutch) in the United Kingdom, you’ll create and deliver amazing customer experiences, while also enjoying the satisfaction of being part of our award-winning, people-first culture.
Job Type: Full-time; Permanent
Working Hours: 40 Hours per week, Monday to Friday, 8:30 AM to 5:00 PM (Availability beyond these hours; flexibility required).
Location: Remote - England (with occasional travel to our Daventry, Northamptonshire location)
Salary: £34,964 per annum (includes language premium)
What You’ll Be Doing:
- You’ll lead and support the Benelux Customer Service team to deliver exceptional customer experiences while driving operational excellence.
- This includes analysing call and escalation data to identify process improvements, addressing workforce gaps, and developing well-researched action plans to present to senior leadership.
- You’ll also work closely with team members to maintain high levels of customer satisfaction, providing guidance on escalated calls and stepping in when needed to ensure the best possible resolution for customers.
During a Typical Day, You’ll:
- Promote company and contact centre values during onboarding
- Act as an employee advocate throughout the lifecycle
- Support positive employee engagement and morale
- Ensure new hire setup (IDs, workspace, access)
- Maintain attendance, timesheets, and discussion logs
- Administer disciplinary actions and recognise performance
- Monitor service levels, schedule adherence, and call flow processes
- Analyse program trends and performance data
- Evaluate and coach customer service skills through QA processes
- Ensure training, job aids, and tools are in place
- Maintain visibility and support on the operations floor
- Attend meetings to discuss program updates and enhancements
- Manage special reporting requests
- Communicate program changes and workflow updates
- Partner with Business Operations on reporting and improvements
- Gather feedback to recommend process enhancements
- Keep leadership informed of partner interactions
- Collaborate with IT on system enhancements
- Perform user acceptance testing
- Respond to system-related inquiries
- Propose enhancements based on operational insights
- Support quality initiatives, policies, and procedures
- Complete additional projects as required
- Coach, develop, and evaluate team members
- Conduct monthly scorecards and performance reviews
- Manage recruitment interviews and hiring feedback
- Drive a positive, high-performance team culture
- Participate in leadership meetings and required training
What You Bring to the Role:
- Must be fluent in English and Dutch (Flemish is a plus), with written and verbal skills to the C1 level
- Further education qualification or university degree (preferred)
- Equivalent professional experience considered
- Mid-level contact/call centre experience required
- Automotive or similar industry experience preferred
- Proven experience managing, coaching, and improving performance
- Understanding of contact centre technologies and reporting systems preferred
- Strong organisational, analytical, and problem-solving skills
- Excellent communication and interpersonal abilities
- Proficient in Microsoft Office and general computer systems
- Strong leadership and conflict resolution skills
- Ability to prioritise and thrive in a fast-paced environment
- Professional judgement and decision-making capability
What You Can Expect:
- 25 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 30 days annual leave plus bank holidays.
- Company pension
- Life Assurance (4x annual salary)
- Contributory pension scheme
- Private Medical and Insurance, and a discounted dental scheme
- Comprehensive travel insurance for you and your family (in line with the scheme rules)
- Discounts on vehicles
- Employee Assistance Program (EAP)
- Cycle to work scheme
- Award-Winning Training
Customer Experience Operations Supervisor (Bilingual English/Dutch) employer: Percepta
Contact Detail:
Percepta Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Operations Supervisor (Bilingual English/Dutch)
✨Tip Number 1
Network like a pro! Reach out to people in the automotive industry or those already working at Percepta. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for the interview by practising common questions and scenarios related to customer experience. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Show off your bilingual skills! Make sure to highlight your English and Dutch fluency during interviews, as this is a key requirement for the role. Use it to your advantage!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the latest job openings and updates there.
We think you need these skills to ace Customer Experience Operations Supervisor (Bilingual English/Dutch)
Some tips for your application 🫡
Show Off Your Language Skills: Since this role requires bilingual abilities, make sure to highlight your English and Dutch skills right from the start. Use clear examples of how you've used these languages in previous roles to enhance customer experiences.
Tailor Your Application: We want to see how you fit into our culture and the specific role. Don’t just send a generic CV; tweak it to reflect the skills and experiences that align with the Customer Experience Operations Supervisor position. Make it personal!
Be Data-Driven: This role involves analysing data to drive improvements, so don’t shy away from showcasing your analytical skills. Include any relevant metrics or achievements from past jobs that demonstrate your ability to use data effectively.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at Percepta
✨Brush Up on Your Bilingual Skills
Since the role requires fluency in both English and Dutch, make sure to practice your language skills before the interview. Prepare to answer questions in both languages and be ready to switch between them seamlessly. This will show your potential employer that you’re comfortable and confident in your bilingual abilities.
✨Know the Company Inside Out
Research Percepta thoroughly. Understand their values, culture, and what they stand for in the automotive industry. Be prepared to discuss how your personal values align with theirs and how you can contribute to their award-winning, people-first culture.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving and leadership skills. Think of examples from your past experiences where you successfully managed a team or resolved a customer issue. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
✨Showcase Your Analytical Skills
As the role involves analysing call and escalation data, be ready to discuss your experience with data analysis and process improvements. Bring examples of how you've used data to drive operational excellence in previous roles, and be prepared to suggest potential improvements based on your insights.