Customer Success Executive

At Matrix, we are revolutionising the way employers, suppliers, and talent connect across the employment landscape. Our mission is simple; we connect people to work. We’ve been driving innovation in the talent ecosystem for years, and now, with our unique three-sided marketplace strategy, we’re disrupting the traditional recruitment process in ways that no one else is.

**Our benefits**

We are currently working in a hybrid fashion with the ability to work from home, however for a minimum of three days a week, you will be required at our Head Offices in Milton Keynes.
- 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 - £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.

Key Responsibilities
- **Customer Engagement & Service Delivery**
- Deliver world-class service to clients, ensuring high satisfaction and retention.
- Attend regular client meetings to provide performance updates and insights.
- **Operational Excellence**
- Monitor and manage timesheet submissions and approvals to avoid discrepancies.
- **Training & Support**
- Provide training to clients on Matrix technology to ensure effective usage.
- Support clients in understanding and navigating the recruitment process.
- **Commercial Awareness**
- Identify and escalate commercial anomalies promptly.
- Collaborate with Business Managers to meet client commercial targets.

Key Job Factors
- **Thinking and Problem Solving**
- Identify root causes of service issues and propose actionable solutions.
- **Decision Making**
- Make informed decisions in real-time to resolve client issues.
- Prioritise tasks based on urgency and business impact.
- **Stakeholder Management**
- Build trusted relationships with internal teams and external clients.
- Influence suppliers and partners to align with client expectations.
- **Scope of Influence**
- Internal: Collaborate with Business Managers, Compliance, and Tech Support.

Expectations of this role in line with our Competency Framework
- **Know Your Numbers and What They Mean**
- Understand key performance indicators (KPIs) and use data to drive decisions.
- Translate metrics into meaningful insights for clients and internal teams.
- **Be Curious and Politely Unreasonable**
- Challenge the status quo to improve service delivery.
- Ask insightful questions to uncover client needs and opportunities for innovation.
- **Get Stuff Done**
- Take ownership of tasks and deliver results with urgency and accuracy.
- Demonstrate resilience and adaptability in a fast-paced environment.
- **Look Outside of Matrix**
- Stay informed about industry trends and best practices.
- Bring external insights to enhance internal processes and client outcomes.
- **Raise the Bar / High Performing Team**
- Strive for continuous improvement and excellence in all areas.
- Contribute positively to team culture and support colleagues in achieving shared goals.

**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.

**Job Types**: Full-time, Permanent

Pay: From £24,000.00 per year

**Benefits**:

- Additional leave
- Company pension
- Cycle to work scheme
- Free parking
- Paid volunteer time
- Referral programme
- Sick pay
- Work from home

**Experience**:

- building rapport and maintain strong client relationships: 2 years (preferred)
- Recruitment: 2 years (preferred)

Work Location: Hybrid remote in Milton Keynes MK5 8FP

Reference ID: CSE