Matrix Liverpool, England, United Kingdom
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.
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 to work at various locations across Liverpool.
Benefits
1. 25 days annual leave (plus Bank Holidays)
2. Birthday day off
3. 2 Volunteer days a year (to volunteer in the local community)
4. Employee Health Benefits (Westfield Health)
5. Online discounts platform for major retailers (Westfield Rewards)
6. Electric Vehicle Salary Sacrifice Scheme (Octopus EV) and Cycle 2 Work Scheme
About the role
We are looking for a dynamic and personable Customer Success Executive with a background/experience in the recruitment sector. Reporting to the Customer Success Manager, the Customer Success Executive’s primary role is to provide world-class service to their customers, using Matrix’s technology to fulfil their customer’s recruitment needs.
This role will be on-site, and you will work in a hybrid model of 3 days onsite and 2 days at home.
Responsibilities
1. Understand the customer’s requirements in depth and share this knowledge with the supply chain to ensure the right quality of candidate is put forward.
2. Host meetings with managers around fulfilment with their roles.
3. Understand framework and compliance.
4. Provide solution-based theories on hard-to-fill roles.
5. Create relationships with suppliers to ensure quick turnarounds.
6. Understand manager requirements and deliver timeframes within SLA periods.
7. Help ensure off-contract spend is limited and brought on contract via Matrix, saving the client money.
8. Ensure that the details of your customer’s vacancies are up to date with the correct levels of detail to attract the right candidates.
9. Follow up to ensure timesheets are submitted and approved without queries each week.
10. Attend weekly and monthly customer meetings, providing operational overviews of service delivery performance.
11. Provide training support to customers to ensure they are using Matrix technology effectively and efficiently.
12. Answer customer queries via phone, email, and live chat in a timely manner.
13. Ensure that all candidates put forward for roles are 100% compliant, with the correct documentation.
14. Be committed to achieving the right outcomes for your customers, ensuring all key performance targets are met and working with Business Managers to achieve the customer’s commercial targets.
15. Highlight any commercial anomalies so they can be addressed immediately.
16. Be committed to providing world-class service to your customers, achieving the highest scores in customer satisfaction measures and following up on feedback where necessary.
17. Other tasks as required.
Qualifications
1. Excellent communication skills, both verbal and written, with the ability to listen and interrogate customers to ensure full and proper understanding of their requirements.
2. Good understanding of recruitment processes.
3. Ability to build relationships with people over the phone and face to face.
4. Comfortable working on your own, remotely.
5. Able to multi-task and manage a fluctuating workload that includes telephones, emails, face-to-face meetings, and client SLAs.
6. Experience with MS Office and be ‘tech savvy’.
7. Head for numbers with the ability to understand what the data is telling you.
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 - Matrixhrhelp@teammatrix.com
Seniority level
Entry level
Employment type
Full-time
Industries
Human Resources Services
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