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- 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 professional development opportunities.
- Why this job: Make a real impact while working remotely and leading a passionate team.
- Qualifications: Fluent in English and Dutch, with mid-level contact centre experience preferred.
- Other info: Flexible working hours and occasional travel to our Daventry location.
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 & Development Programs (Percepta College)
A Quick Note on Location:
You’ll primarily work from home, but you’ll need to be within reasonable travelling distance of: Royal Oak Way South Daventry, NN11 8NT. From time to time, you may visit the site for training, team connection, or key meetings, so being able to travel there matters.
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.
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 (Bilingual English/Dutch) in Daventry 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) in Daventry
✨Tip Number 1
Get to know the company culture! Before your interview, check out Percepta's values and mission. This way, you can show how your personal values align with theirs, making you a perfect fit for the Customer Experience Operations Supervisor role.
✨Tip Number 2
Practice your bilingual skills! Since this role requires fluency in English and Dutch, brush up on your language skills. Try role-playing common customer service scenarios in both languages to feel more confident during the interview.
✨Tip Number 3
Prepare examples of your leadership experience! Think of specific situations where you've successfully managed a team or improved performance. This will help you demonstrate your ability to lead the Benelux Customer Service team effectively.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It shows your enthusiasm for the role and keeps you fresh in their minds!
We think you need these skills to ace Customer Experience Operations Supervisor (Bilingual English/Dutch) in Daventry
Some tips for your application 🫡
Show Off Your Language Skills: Since this role requires bilingual proficiency in English and Dutch, make sure to highlight your language skills right at the top of your application. We want to see how you can communicate effectively in both languages!
Tailor Your Experience: When detailing your previous roles, focus on experiences that relate to customer service and team leadership. We love seeing how you've driven operational excellence and improved customer satisfaction in past positions.
Be Specific About Your Achievements: Use numbers and specific examples to showcase your accomplishments. Whether it’s improving service levels or leading a successful project, we want to know how you made a difference in your previous roles.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at Percepta
✨Brush Up on Your Bilingual Skills
Since this 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 a bilingual environment.
✨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.
✨Demonstrate Leadership Experience
As a Customer Experience Operations Supervisor, showcasing your leadership skills is crucial. Prepare examples of how you've successfully managed teams, resolved conflicts, and improved performance in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving and analytical skills. Think about past experiences where you had to analyse data or improve processes. Be ready to discuss specific actions you took and the outcomes, as this will highlight your ability to drive operational excellence.