Customer Experience Operations Supervisor - Norwegian Bilingual

Percepta LLC; Basildon; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company as a Customer Experience Operations Supervisor! This exciting role requires a bilingual professional fluent in Norwegian and English to oversee a dedicated team, ensuring exceptional customer satisfaction. You'll engage in process improvements, analyze data trends, and support operational initiatives. With a hybrid work arrangement, you can enjoy the flexibility of working from home while also collaborating with your team in the office. This role offers growth opportunities and a supportive environment focused on wellness and inclusivity. If you're passionate about delivering outstanding customer experiences, we want to hear from you!

Benefits

25 days annual leave

Life Assurance: 4x annual salary

Contributory pension scheme

Private Medical Insurance

Travel insurance for you and family

Discounts on new vehicles

Employee Assistance Program (EAP)

Qualifications

• Mid-level contact center experience, preferably in automotive.
• Experience managing and coaching teams of 10+ agents.

Responsibilities

• Monitor service levels and analyze program trends.
• Develop and coach team members, including quality assurance processes.

Skills

Fluency in Norwegian

Fluency in English

Communication Skills

Analytical Skills

Problem-Solving Abilities

Organizational Skills

Time Management

Interpersonal Skills

Customer Service Skills

Education

A Levels/Higher/ONC

Undergraduate Degree

Tools

Microsoft Office Suite

Job description

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Job Description - Customer Experience Operations Supervisor - Norwegian Bilingual (044DT)

Customer Experience Operations Supervisor - Norwegian Bilingual

Customer Experience Operations Supervisor (Automotive)

Norwegian/English Bilingual to C1

Locations: Dunton, Essex SS15 & Daventry, Northamptonshire, NN11

Work Arrangement: Hybrid – 2 days office / 3 days home

Hours: 40 hours/week, Monday to Friday, 8:30 am to 5:00 pm (flexibility required)

Travel: Willingness to travel weekly to both Daventry and Dunton sites is required.

Training & Equipment: Onsite paid training and equipment provided.

We are recruiting a Bilingual Customer Experience Operations Supervisor, fluent in both Norwegian AND English to C1, to support the Norwegian and UK markets for our client’s existing customer accounts.

As Customer Experience Supervisor, you will oversee the Customer Experience team and support operational initiatives such as process improvements, call and escalation data analysis, workforce gap identification, and presenting recommendations to the Sr. Operations Manager.

You will partner with Customer Experience Specialists to ensure high customer satisfaction and handle escalated calls by providing guidance and support.

What you’ll be doing:

• Monitor and maintain service levels; analyze program trends and progress
• Gather feedback from Business Partners and key users to recommend process enhancements
• Communicate changes, updates, and workflow adjustments promptly to relevant departments
• Assist in monthly reporting and process improvement initiatives with the Senior Operations Manager
• Develop, coach, support, and evaluate team members, including quality assurance processes
• Participate in interviews, onboarding, and employee experience initiatives
• Attend team and leadership meetings
• Perform user acceptance testing of system enhancements and collaborate with IT teams on new features

What you’ll bring to the role:

• Fluency in Norwegian and English (written and spoken) to C1/C2 levels, with excellent communication skills
• Education: A Levels/Higher/ONC, Undergraduate degree, or equivalent experience preferred
• Mid-level contact center experience, preferably in automotive or similar industry
• Experience managing and coaching teams of 10+ agents
• Understanding of contact center technologies and reporting systems
• Strong organizational, time management, and multitasking skills
• Self-motivated with analytical and problem-solving abilities
• Effective verbal and written communication skills
• Interpersonal skills to interact across departments and management levels
• Proficiency in Microsoft Office Suite
• Team building, conflict resolution, and employee satisfaction skills
• Knowledge of HR policies related to employee relations and coaching
• Customer service and relationship-building skills

What you can expect:

• Starting with 25 days annual leave, increasing to 27 days plus bank holidays over 5 years
• Life Assurance: 4x annual salary
• Contributory pension scheme
• Private Medical Insurance
• Travel insurance for you and family
• Discounts on new vehicles
• Employee Assistance Program (EAP)

About Percepta

Established in 2000, Percepta has global contact centers delivering frictionless customer experiences. Our values—Service, Teamwork, Respect, Proactivity, Growth, and Diversity—are central to our culture. We offer a supportive environment with opportunities for career development and a focus on wellness and inclusivity.