CUSTOMER EXPERIENCE OPERATIONS SUPERVISOR (BENELUX)
At Percepta, we bring first-class service across each market we support. As aCustomer Experience Operations Supervisor inyou’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
1. Promote company and contact centre values during onboarding
2. Act as an employee advocate throughout the lifecycle
3. Support positive employee engagement and morale
4. Ensure new hire setup (IDs, workspace, access)
5. Maintain attendance, timesheets, and discussion logs
6. Administer disciplinary actions and recognise performance
Service Level & Operational Management
7. Monitor service levels, schedule adherence, and call flow processes
8. Identify opportunities to improve service delivery
9. Analyse program trends and performance data
10. Evaluate and coach customer service skills through QA processes
11. Ensure training, job aids, and tools are in place
12. Maintain visibility and support on the operations floor
Business Partner & Stakeholder Collaboration
13. Attend meetings to discuss program updates and enhancements
14. Manage special reporting requests
15. Communicate program changes and workflow updates
16. Partner with Business Operations on reporting and improvements
17. Gather feedback to recommend process enhancements
18. Keep leadership informed of partner interactions
Systems & Continuous Improvement
19. Collaborate with IT on system enhancements
20. Perform user acceptance testing
21. Respond to system-related inquiries
22. Propose enhancements based on operational insights
23. Support quality initiatives, policies, and procedures
24. Complete additional projects as required
Team Leadership & Performance Management
25. Coach, develop, and evaluate team members
26. Conduct monthly scorecards and performance reviews
27. Support career development planning
28. Manage recruitment interviews and hiring feedback
29. Drive a positive, high-performance team culture
30. Participate in leadership meetings and required training
What You Bring to the Role
31. Multilingual (Dutch/French/German) Must be fluent in English and another language with written and verbal skills to C1 level
32. Further education qualification or university degree (preferred)
33. Equivalent professional experience considered
34. Mid-level contact/call centre experience required
35. Automotive or similar industry experience preferred
36. Proven experience managing, coaching, and improving performance
37. Understanding of contact centre technologies and reporting systems preferred
38. Strong organisational, analytical, and problem-solving skills
39. Excellent communication and interpersonal abilities
40. Proficient in Microsoft Office and general computer systems
41. Strong leadership and conflict resolution skills
42. Ability to prioritise and thrive in a fast-paced environment
43. Professional judgement and decision-making capability
What You Can Expect
44. 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.
45. Company pension
46. Life Assurance 4 x annual salary
47. Contributory pension scheme
48. Private Medical and Insurance and discounted dental scheme
49. Comprehensive travel insurance for you and family in line with Scheme rules
50. Discounts on brand new vehicles
51. Employee Assistance Program (EAP)
52. Cycle to work scheme
53. 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. At Percepta, we:
54. Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
55. Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
56. Leave it better – We take ownership and leave every process, person, and place better than we found it.
57. Win together – We succeed as one—celebrating, supporting, and showing up for each other.
58. 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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