European Case Progression Lead

_**European Case Progression Lead**_
- **Location - Dunton, Essex OR Daventry, Northamptonshire**_
- **Hybrid Working - 1 day per week at Dunton office/4 days from home**_
- **Full-Time - 08.30-17.00**_
- **Salary - £35,000 per annum**_

At Percepta, we bring first-class service across each market we support. As a European Case Progression Lead, based in either Dunton or Daventry, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

**What You’ll Be Doing**:
This role will be responsible for driving good practice and resolution of selected PV model customer cases across all EU CCC hubs. It will ensure that all specific model cases are monitored and progressed, to achieve a class leading resolution time.

The Case Progression Lead will work with front line CX Specialists, CX Supervisors, CX SME's Hub Managers, our client’s internal departments, and with CX Management across all European Hubs to drive improvement through quality assuring, monitoring, measuring and tracking progression of customer cases

The post holder will need excellent insight into CX, and case management skills, analytical skills and presentation skills.

Additionally working with the European Contact Centre Electrification Lead and deputizing when required.

**During a Typical Day, You’ll**:

- Use initiative and problem-solving skills to develop a concierge type solution to case issues which are creating delays
- Monitor all open model related cases and intervene to manage delays.
- Work with case agent, Hub SME’s to understand what progression is required for each case and implement an action plan.
- Work with Hub managers to identify support needed for the central European team to support the progression of customer cases.
- In line with Hub SME’s prepare a weekly open case report, showing help required ahead to presenting in weekly business reviews. Supported by the hub
- Establish sustainable performance monitoring and tracking systems to show KPI of case age reduction
- Providing support to the European Contact Centre Electrification lead
- Work with QA team on ensuring all cases handled meet a quality standard and address issues directly with Hub Managers as well as making recommendations of themes for training or improvement.
- Undertake some shadowing/observed practice of cases to gain a better understanding of practice quality and improvement areas.

**What You Bring to the Role**:

- Proven level experience of CX Case Management
- Mid
- level experience of liaising with Clients
- Excellent multi-tasking skills, organizational, time management, planning and problem solving/analytical skills
- Self-sufficient, resourceful and works well autonomously with the ability to make decisions
- Project management tracking and reporting, risk and quality assurance
- Ability to lead discussions, clarify requirements and guide participants ensuring all relevant feedback is received and taken into consideration
- Ability to partner, build relationships, and work collaboratively with internal departments as well as client ensuring proper guidance to solutions.
- Strong oral and written communication skills with all levels of the organization with the demonstrated ability to negotiate and/or influence.
- Presentation skills required to enable the development and delivery of formal presentations
- Excellent understanding and ability with Microsoft package

Educated to degree level or equivalent (desirable)

**What You Can Expect**:

- 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.
- Life Assurance 4 x annual salary
- Contributory pension scheme, Private Medical Insurance
- Comprehensive travel insurance for you and family in line with Scheme rules
- Discounted dental scheme
- Discounts on brand new vehicles
- Employee Assistance Program (EAP)

**About Percepta**
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them _every_ _day_. As a Percepta team member, you can expect:
**Culture of Service** - to be treated like you are the customer from day one

**Teamwork**- belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions

**Respect**- a team that is accountable, dependable and gives you their full attention

**Proactive**- to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

**Career** **Growth** - lots of learning opportunities for aspiring minds

**Diversity** - be a part of our growing diverse and community-minded organization that is all about having fun

**Competitive Compensation