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- Tasks: Deliver exceptional service to clients and ensure their staffing needs are met.
- Company: Join Matrix, a company dedicated to connecting people to work.
- Benefits: Enjoy 25 days annual leave, health benefits, and a birthday day off.
- Other info: Hybrid working model with opportunities for community volunteering.
- Why this job: Be at the heart of client success and make a real impact in recruitment.
- Qualifications: Strong communication skills and experience in customer service or account management.
The predicted salary is between 26000 - 30500 ÂŁ per year.
Our benefits
We are currently working in a hybrid fashion with the ability to work from home, however for a minimum of two days a week, you will be required on-site in Plymouth.
· 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 – £28-30.5K depending on experience.
About the role
Purpose of the Role
At Matrix, our mission is to \”Connect people to work.\” As an On-Site 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
o Deliver world-class service to clients, ensuring high satisfaction and retention.
o On site presence (frequency of on-site presence to be agreed with the client).
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.
o Understanding of client supply chain for client and building relationships with key suppliers.
· 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.
o Ensure all queries are responded to within SLA.
o Providing client support at all times of the end to end recruitment process.
· Training & Support
o Provide training to clients on Matrix technology to ensure effective usage.
o Support clients in understanding and navigating the recruitment process.
o Facilitating and setting up supplier forums in conjunction with the supplier engagement team.
· Commercial Awareness
o Identify and escalate commercial anomalies promptly, that they are unable to resolve by themselves.
o Collaborate with Business Managers to meet client commercial targets.
o Working closely with the client to ensure timesheets are approved and processed for invoiced within weekly cut off period.
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.
· Experience and understand of Local Government
· 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 ÂŁ26,000.00 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: Hybrid remote in Plymouth PL5 3BQ
On-site Customer Success Executive employer: Matrix
Contact Detail:
Matrix Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land On-site Customer Success Executive
✨Tip Number 1
Get to know the company inside out! Research Matrix and understand their mission, values, and recent projects. This will help you tailor your conversations and show genuine interest during interviews.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and even a referral, which can be a game-changer in landing that role.
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your experience aligns with the key responsibilities of the On-site Customer Success Executive role. Practice your answers to demonstrate your skills and how you can add value.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It shows professionalism and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace On-site Customer Success Executive
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the On-site Customer Success Executive role. Highlight your experience in customer service and relationship building, as these are key to what we’re looking for at Matrix.
Showcase Your Skills: Don’t just list your skills—give examples! If you’ve got experience with CRM systems or have worked in recruitment, let us know how you used those skills to achieve success in previous roles.
Be Clear and Concise: When writing your application, keep it straightforward. We appreciate clarity, so make sure your points are easy to read and get straight to the heart of your experience and why you’d be a great fit for our team.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our team at Matrix!
How to prepare for a job interview at Matrix
✨Know the Company Inside Out
Before your interview, take some time to research Matrix and their mission of connecting people to work. Understand their values, recent projects, and how they engage with clients. This will not only show your enthusiasm but also help you tailor your answers to align with their goals.
✨Showcase Your Customer Success Skills
As an On-Site Customer Success Executive, you'll need to demonstrate your ability to build strong client relationships. Prepare examples from your past experiences where you've successfully engaged with clients, resolved issues, or improved satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle fluctuating workloads. Think of scenarios where you had to manage multiple tasks or resolve a client issue under pressure. Practising these scenarios can help you articulate your thought process clearly during the interview.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the role, team dynamics, and company culture. This shows your genuine interest in the position and helps you determine if Matrix is the right fit for you. Ask about their approach to client engagement or how they measure success in this role.