[Hiring] Case Manager (Bilingual English/Dutch) @TTEC

Role Description

As a Dutch Bilingual Customer Experience Case Manager 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.

We’re looking for a proactive and customer-focused Case Manager to take ownership of customer and dealer enquiries on behalf of our client. In this role, you’ll manage individual customer cases from start to finish using your strong communication, negotiation, and influencing skills to ensure every issue is fully resolved. You’ll conduct thorough investigations, coordinate effective solutions, and deliver outcomes that drive customer satisfaction, loyalty, and retention.

During a Typical Day, You’ll:

• Responsible for promoting a positive customer and dealer relationship ensuring maximum customer satisfaction, whilst actively striving for organisational excellence.
• Demonstrate a customer centric focus through the customer journey and have the ability to negotiate win-win outcomes with customers.
• Liaising with the dealer network on a daily basis to resolve issues.
• Keeping accurate records of discussions or correspondence with customers.
• Use innovative approaches to resolve customer issues, ensuring new ideas about customer resolution are shared within department and business.
• Develop and maintain product knowledge, business process, and system expertise to meet ongoing customer and Client needs.
• Effectively manage customer relationships through understanding customer expectations and setting realistic and timely agreements for future contact.
• Use effective questioning to identify future sales leads, maximizing opportunities by promoting our client’s products and services.

Qualifications

• Secondary School qualifications or similar: GCSE/ O Grades/ N/SVQ’s Level 1&2.
• Strong communication and writing skills.
• Fluency/proficiency in Dutch and German and/or English, to C1 or native fluency level.
• Possess problem-solving skills necessary to make decisions and take action based on sound reasoning and independent judgment.
• An ability and desire to work on own initiative and prioritise workload without supervision.
• Ability to manage multiple tasks and strong time management skills to support effective case management.
• Strong decision-making skills.
• A clear understanding of the differences between a call centre and customer service mindset.

Benefits

• 22 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 27 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.

Company Description

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:
• 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.