Case Manager - Dutch Bilingual

Daventry, England, United Kingdom

Contract Type:
Full-Time, Permanent. Fully Remote.

Working Hours:

40 hours per week, rotating shift pattern Monday to Friday between 7am and 5pm. Salary: £28,117 per annum.

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.

• Promote a positive customer and dealer relationship ensuring maximum customer satisfaction while striving for organisational excellence.
• Demonstrate a customer‑centric focus throughout the customer journey and negotiate win‑win outcomes with customers.
• Liaise with the dealer network on a daily basis to resolve issues.
• Keep accurate records of discussions or correspondence with customers.
• Use innovative approaches to resolve customer issues, sharing new ideas about customer resolution within the department and business.
• Develop and maintain product knowledge, business process, and system expertise to meet ongoing customer and client needs.
• Effectively manage customer relationships by understanding customer expectations and setting realistic and timely agreements for future contact.
• Use effective questioning to identify future sales leads and maximise opportunities by promoting our client’s product and services.

• Promote positive customer and dealer relationships.
• Negotiate win‑win outcomes with customers.
• Resolve issues by liaising with the dealer network.
• Maintain accurate records.
• Share innovative resolution ideas.
• Use product, process, and system expertise.
• Set realistic agreements for future contact.
• Identify and maximise sales leads.

• Secondary School qualifications or equivalent: GCSE / O Grades / N/SVQ Level 1 & 2.
• Strong communication and writing skills.
• Fluency/proficiency in Dutch and German and/or English, to C1 or native fluency level.
• Problem‑solving skills necessary to make decisions and take action based on sound reasoning and independent judgment.
• Ability 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.

• 22 days annual leave to start, increasing by 1 day on the anniversary of start date for the first 5 years, up to a maximum of 27 days plus bank holidays.
• Company pension.
• Life Assurance 4× annual salary.
• Contributory pension scheme.
• Private medical and insurance with 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.

Established in 2000 as a joint venture with TTEC, Percepta specialises in creating customer loyalty for its clients across the globe. Delivered in multiple channels and speaking multiple languages, we bring first‑class service across each market we support.

Our values are the heartbeat of our organisation; we live, breathe, and play by them daily:

• Lead with humility – we listen first, lead with empathy, and stay grounded.
• Service beyond self – we serve others—clients, customers, and teammates—with care and integrity.
• 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.

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.

• Entry level

• Full‑time

• Other