Customer Success Executive

2 weeks ago

Cardiff, Cardiff, United Kingdom Matrix Full time £24,000 - £40,000 per year

Our benefits

We are currently working in a hybrid fashion with the ability to work from home, however there is a requirement to visit our Walsh client sites as required.

· Standard Pension – 3% Employers, 5% Employee

· 25 days annual leave (plus Bank Holidays)

· Birthday day off

· 2 Volunteer days a year (to volunteer in the local community)

· Employee Health Benefits (Westfield Health)

· Online discounts platform for major retailers (Westfield Rewards)

Salary starting at £24,000

About the role

Purpose of the Role

At Matrix, our mission is to "Connect people to work." As a Customer Success Executive, you will be at the heart of this mission—delivering exceptional service to our clients, ensuring fulfilment of their staffing needs, and driving commercial success through proactive engagement and operational excellence.

· Customer Engagement & Service Delivery

o Deliver world-class service to clients, ensuring high satisfaction and retention.

o Act as the primary point of contact for client queries via phone, email, and live chat.

o Attend regular client meetings to provide performance updates and insights.

· Operational Excellence

o Ensure accurate and detailed vacancy postings to attract suitable candidates.

o Monitor and manage timesheet submissions and approvals to avoid discrepancies.

o Guarantee 100% compliance of candidates submitted for roles.

· Training & Support

o Provide training to clients on Matrix technology to ensure effective usage.

o Support clients in understanding and navigating the recruitment process.

· Commercial Awareness

o Identify and escalate commercial anomalies promptly.

o Collaborate with Business Managers to meet client commercial targets.

Essential Skills

· Proven ability to build rapport and maintain strong client relationships.

· Excellent verbal and written communication skills.

· Strong listening and information-gathering abilities.

· Ability to manage fluctuating workloads and multitask effectively.

· Proficiency in MS Office and other business systems.

· Analytical mindset with a strong grasp of numerical data.

Desirable Skills

· Experience in a customer success, recruitment, or account management role.

· Familiarity with CRM or ATS platforms.

· Knowledge of compliance and regulatory requirements in staffing.

At Matrix, we celebrate what makes us unique. We are passionate about building and sustaining an inclusive and equitable working environment for all staff. If you require any reasonable adjustments to the recruitment process, do reach out to our HR team who will be happy to help -

Job Types: Full-time, Permanent

Pay: From £24,000.00 per year

Benefits:

  • Additional leave
  • Company pension
  • Enhanced maternity leave
  • Enhanced paternity leave
  • Free parking
  • Health & wellbeing programme
  • On-site parking

Experience:

  • Client relationship: 2 years (required)
  • customer service: 2 years (required)
  • recruitment: 2 years (preferred)
  • working with local governments: 2 years (preferred)
  • CRM or ATS platform: 2 years (preferred)

Work Location: On the road

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