On-site Customer Success Executive - Sutton and Kingston

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 Sutton and Kingston.

• 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
• Deliver world-class service to clients, ensuring high satisfaction and retention.
• On-site presence (frequency of on-site presence to be agreed with the client).
• Act as the primary point of contact for client queries via phone, email, and live chat.
• Attend regular client meetings to provide performance updates and insights.
• Understand client supply chain and build relationships with key suppliers.
• Operational Excellence
• Ensure accurate and detailed vacancy postings to attract suitable candidates.
• Monitor and manage timesheet submissions and approvals to avoid discrepancies.
• Guarantee 100% compliance of candidates submitted for roles.
• Ensure all queries are responded to within SLA.
• Provide training to clients on Matrix technology to ensure effective usage.
• Support clients in understanding and navigating the recruitment process.
• Facilitate and set up supplier forums in conjunction with the supplier engagement team.
• Identify and escalate commercial anomalies promptly, that they are unable to resolve by themselves.
• Collaborate with Business Managers to meet client commercial targets.
• Work closely with the client to ensure timesheets are approved and processed for invoicing within weekly cut-off period.
• Essential Skills & Qualities
• 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.
• Experience in a customer success, recruitment, or account management role.
• Experience and understanding 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 - Matrixhrhelp@teammatrix.com"

Seniority level

• Entry level

Employment type

• Full-time

Industries

• Human Resources Services

London, England, United Kingdom