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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 supportive culture while developing your leadership skills.
- Qualifications: Fluent in English and another language, with mid-level contact centre experience.
- Other info: Dynamic work environment with opportunities for career growth and development.
The predicted salary is between 29000 - 39000 £ per year.
At Percepta, we bring first-class service across each market we support. As a Customer Experience Operations Supervisor 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.
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.
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.
Customer Experience Operations Supervisor (Benelux) in Daventry employer: Percepta
Contact Detail:
Percepta Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Operations Supervisor (Benelux) 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 Customer Experience Operations Supervisor (Benelux) 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 team leadership, and don’t forget to mention any multilingual skills you have!
Showcase Your Achievements: When writing your application, focus on specific achievements that demonstrate your ability to improve customer satisfaction and operational efficiency. Use numbers and examples to make your case stronger!
Be Authentic: Let your personality shine through in your application. We love candidates who are genuine and passionate about creating amazing customer experiences. Don’t be afraid to show us what makes you unique!
Apply Through Our Website: For the best chance of success, make sure to submit your application through our website. This way, we can easily track your application and get back to you quicker. Good luck!
How to prepare for a job interview at Percepta
✨Know the Company Culture
Before your interview, take some time to understand Percepta's values and culture. They emphasise humility, service, and teamwork, so think about how your experiences align with these principles. Be ready to share examples that demonstrate your fit within their unique culture.
✨Showcase Your Multilingual Skills
As a Customer Experience Operations Supervisor, being multilingual is a key requirement. Make sure to highlight your language skills during the interview. Prepare to discuss how your proficiency in Dutch, French, or German has helped you in previous roles, especially in customer service settings.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving and leadership abilities. Think of specific situations where you've successfully managed a team or improved service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly and effectively.
✨Demonstrate Your Analytical Skills
Since the role involves analysing call data and identifying process improvements, be prepared to discuss your experience with data analysis. Bring examples of how you've used data to drive decisions or improve performance in past roles, showcasing your analytical mindset.