Case Manager - Dutch Bilingual

Case Manager (Automotive) – Dutch Bilingual

At Percepta, we bring first‑class service across each market we support. 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.

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

Working Hours:

40 hours per week, on a weekly rotating shift pattern, Monday to Friday between 07:00 and 17:00.

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. You’ll conduct thorough investigations, coordinate effective solutions, and deliver outcomes that drive customer satisfaction, loyalty, and retention.

• 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.
• 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, ensuring new ideas about customer resolution are shared 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 through understanding customer expectations and setting realistic and timely agreements for future contact.
• Use effective questioning to identify future sales leads, maximise opportunities by promoting our client’s product and services.

• 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 judgement.
• Ability and desire to work on your own initiative and prioritise workload without supervision.
• 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 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 × annual salary.
• Contributory pension scheme.
• Private medical and insurance and discounted dental scheme.
• Comprehensive travel insurance for you and your family in line with scheme rules.
• Discounts on brand‑new vehicles.
• Employee Assistance Programme (EAP).
• Cycle to work scheme.
• Free on‑site parking.

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 organisation, 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.

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.