Overview
CUSTOMER EXPERIENCE OPERATIONS SUPERVISOR (BENELUX)
At Percepta, we bring first-class service across each market we support. As the Customer Experience Operations Supervisor in the United Kingdom, you’ll be part of creating and delivering amazing customer experiences, while 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); 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.
Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. We:
* 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.
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