Customer Success Executive (Onsite West Sussex)
Team Matrix
£26,500
West Sussex
Customer Success Executive
Role
Our passion and purpose at Matrix is to ‘Connect people to work’. The more people we connect to work, the better it is for society and our business.
Our technology, and over 400 awesome people, make that possible by bringing together organisations that need solutions to meet their recruitment needs.
We provide products and services that allow our customers to recruit temporary, contingent or permanent staff, procure consultants and statement of works, and manage the screening and compliance of all workers.
We already do this for over 4000 customers across the UK and as that number grows we are perpetually looking for great people to join our team.
THE ROLE:
We are looking for a dynamic and personable Customer Success Executive with a background/experience in the recruitment 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 2 days at home.
How will you do it? Well, you’ll:
- 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
- Hosting meetings with managers around fulfilment with their roles
- Understanding of framework and compliance
- Solution based theory’s on hard to fill roles
- Creating relationships with suppliers that enable our boroughs to have confidence in quick turn arounds
- Being able to understand requirements of manager needs and deliver timeframes within our SLA periods
- Helping to ensure off contract spend is limited and brought on contract via Matrix, saving the client monies
- Ensure that the details of your customer’s vacancies are up to date with the correct levels of detail to attract the right candidates
- Follow up to make sure timesheets are submitted and approved without queries each week
- Attend weekly and monthly customer meetings, providing operational overviews of service delivery performance
- Provide training support to customers, to ensure they are using Matrix technology effectively and efficiently
- Answer customer queries via phone, email and live chat in a timely manner
- Ensure that all candidates put forward for roles are 100% compliant, with the correct documentation.
- 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 Highlight any commercial anomalies so they can be addressed immediately
- 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
- Other tasks as required.
ABOUT YOU:
- Have excellent communication skills, both verbal and written with the ability to listen and interrogate customers to ensure full and proper understanding of their requirements
- A good understanding of recruitment processes.
- Love to talk and be excellent at building relationships with people over the phone and face to face
- Be comfortable working on your own, remotely
- Be able to multi-task and have experience of dealing with a workload that fluctuates throughout the week and includes telephones, emails, face to face meetings and client SLA’s
- Have experience of MS Office and be ‘tech savvy’
- Have a head for numbers and the ability to understand what the data is telling you
PERKS AND BENEFITS
- Company laptop and mobile phone provided
- Flexible working
- 25 days annual leave (plus Bank Holidays)
- Online discounts platform for major retailers via Westfield Health
- Cycle 2 Work Scheme
- Discount Gym Membership
- A strong sense of belonging and a great culture in a work focused environment
- Opportunities to progress