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For Companies At a Glance
- Tasks: Lead a team to deliver exceptional customer experiences and drive operational excellence.
- Company: Join Percepta, a global leader in customer loyalty and service.
- Benefits: Enjoy 25 days annual leave, private medical insurance, and a contributory pension scheme.
- Why this job: Make a real impact in a dynamic environment while developing your leadership skills.
- Qualifications: Fluent in English and another language, with mid-level contact centre experience preferred.
- Other info: Be part of a diverse and inclusive workplace that values your contributions.
The predicted salary is between 34964 - 34964 £ per year.
At Percepta, we bring first-class service across each market we support. As a Customer Experience Operations Supervisor, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.
Employment Details
- Contract Type: Full-Time, Permanent
- Working Hours: 40 hours per week, Monday to Friday 8.30am to 5.00pm (Availability beyond these hours; flexibility required)
- Location: Daventry
- Salary: £34,964 per annum (inc language premium)
- Start Date: Monday 1st June 2026
What You’ll Be Doing
- You’ll lead and support the Benelux Universal Agent (UA) 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
- Employee Experience & Onboarding
- 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
- Service Level & Operational Management
- Monitor service levels, schedule adherence, and call flow processes
- Identify opportunities to improve service delivery
- 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
- Business Partner & Stakeholder Collaboration
- 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
- Systems & Continuous Improvement
- 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
- Team Leadership & Performance Management
- Coach, develop, and evaluate team members
- Conduct monthly scorecards and performance reviews
- Support career development planning
- 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
- Multilingual (Dutch/French/German) Must be fluent in English and another language with written and verbal skills to 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 4 x 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 Program (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 to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.
Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
Service beyond self – We serve others—clients, customers, and teammates with care and integrity in every interaction.
Leave it better – We take ownership and leave every process, person, and place better than we found it.
Win together – We succeed as one—celebrating, supporting, and showing up for each other.
Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.
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 Opportunities Statement
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.
Benelux Customer Experience Operations Supervisor (English/Dutch/Flemish Bilingual) in Daventry employer: Percepta
Contact Detail:
Percepta Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Benelux Customer Experience Operations Supervisor (English/Dutch/Flemish Bilingual) in Daventry
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and think about how your experience aligns with what they’re looking for. This will help you stand out as a candidate who truly gets them.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family to get comfortable with common questions. The more you practice, the more confident you'll feel when it’s time to shine.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and engaged with our brand.
We think you need these skills to ace Benelux Customer Experience Operations Supervisor (English/Dutch/Flemish Bilingual) in Daventry
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience Operations Supervisor role. Highlight your relevant experience in customer service and any leadership roles you've held, as this will show us you're a great fit for the team.
Show Off Your Language Skills: Since this role requires bilingual skills, don’t forget to showcase your proficiency in English and Dutch/Flemish. Use examples from your past experiences where you’ve successfully communicated in both languages to impress us!
Be Specific About Your Achievements: When detailing your work history, focus on specific achievements rather than just listing duties. Use numbers or percentages to quantify your impact, like improvements in customer satisfaction or team performance—this helps us see the value you can bring.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Percepta
✨Know Your Stuff
Make sure you understand the role of a Customer Experience Operations Supervisor inside and out. Familiarise yourself with Percepta's values and how they align with your own experiences. Be ready to discuss specific examples of how you've improved customer satisfaction or operational efficiency in previous roles.
✨Showcase Your Multilingual Skills
Since this role requires fluency in English and another language, be prepared to demonstrate your language skills during the interview. You might be asked to switch between languages or handle a mock customer interaction in Dutch or Flemish, so practice speaking confidently in both languages.
✨Prepare for Scenario Questions
Expect questions that ask you to solve hypothetical problems related to customer service or team management. Think about past experiences where you successfully resolved conflicts or improved processes, and structure your answers using the STAR method (Situation, Task, Action, Result) to clearly convey your thought process.
✨Engage with Your Interviewers
Interviews are a two-way street! Prepare thoughtful questions about the team culture, expectations, and growth opportunities within Percepta. This not only shows your interest in the role but also helps you assess if the company is the right fit for you.