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.

• Deliver onboarding and core training programs for new Disability Case Management employees • Assist in building and adjusting workload expectations during the initial weeks of training to align with operational needs • Design, update, and maintain training materials, guides, and documentation • Translate operational challenges into practical training solutions • Collaborate with Quality Services and operational leaders to identify development needs • Monitor training effectiveness and continuously improve programs • Contribute to best practices, workflow improvements, and quality tools

• Conduct Annual Wellness Visit questionnaires over the phone with patients • Make outbound calls to schedule and complete screenings • Accurately document patient information in EMR systems (NextGen, etc.) • Identify eligible patients and assist with scheduling • Maintain clear, professional communication with patients and clinic staff • Ensure all documentation is complete, accurate, and compliant • Meet daily and monthly performance expectations

Role Description We are seeking a highly organized and proactive Surgery Scheduler to join an orthopedic practice. You will be responsible for the seamless coordination of surgical procedures, acting as the primary link between patients, providers, and surgical facilities. - Surgical Coordination: Facilitate the end-to-end scheduling of surgeries for a busy orthopedic practice. - Logistics Tracking: Utilize Monday.com as our primary surgery tracker to monitor all logistics, including clearances, pre-op requirements, and facility availability. - Documentation: Maintain precise and up-to-date patient records and appointment notes within TimeTap. - Administrative Partnership: Provide direct support to Blanche, assisting with high-priority tasks and ensuring the surgical department runs smoothly. - Communication: Manage real-time updates and internal team coordination via Slack. - Patient Guidance: Act as a resource for patients, ensuring they understand their surgery dates and any necessary preparation steps. Qualifications - Previous medical scheduling experience, ideally within Orthopedics, Bone, or Spine specialties. - Exceptional organizational skills to manage the complex moving parts of surgical logistics. - Professional and empathetic verbal/written skills for interacting with patients and medical staff. Requirements - Scheduling: TimeTap - Project Management/Tracking: Monday.com - Communication: Slack