Matrix
Senior On-site Customer Success Executive (Asda)
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Senior On-site Customer Success Executive - Asda
Fixed Term Contract (18 months)
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 exceptional 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 4,000 customers across the UK and as that number grows, we are continually looking for great people to join our team.
Our benefits
- 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)
About the role
The Senior On-Site Customer Success Executive plays an instrumental part in service delivery in a fast-paced environment with the need to be proactive and responsive to all operational demand. This is a customer-facing position, therefore the necessity to develop relationships is key whilst maintaining a professional approach.
Acting as a trusted advisor to ASDA stakeholders, this role requires impeccable management of internal systems, data integrity, and customer processes.
As a Senior On-site Customer Success Executive, you will act as the initial triage for new roles, and ensure these roles follow the correct fulfilment route. This role requires you to support the On-Site Client Delivery Manager in their absence, which will encompass weekly reporting, coordinating and leading customer and supplier meetings, and engaging with senior stakeholders, depots, and the training team.
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You will be required on-site 5 days per week.
Key Responsibilities
Customer Engagement & Service Delivery
- Deliver world-class service to clients, ensuring high satisfaction, retention, and trust.
- Act as the primary point of contact for client queries via phone, email, live chat, and in-person (where on-site).
- Maintain a strong on-site presence when required, working closely with client sponsors and the hiring community.
- Attend regular client meetings to provide performance updates, insights, and recommendations.
- Build strong relationships with key suppliers and understand the client’s supply chain.
- Ensure completion of KPIs and SLAs, responding to all queries within agreed timeframes.
Senior stakeholder engagement.
Operational Excellence
- Ensure accurate, detailed vacancy postings to attract suitable candidates.
- Monitor and manage timesheet submissions and approvals to avoid discrepancies and ensure timely invoicing.
- Guarantee 100% legal and contractual compliance for all candidates submitted for roles.
- Provide end-to-end support throughout the recruitment process, ensuring seamless service delivery.
- Facilitate supplier forums in collaboration with the supplier engagement team.
- Handling and maintaining accurate data to ensure records and real-time information are accurate and up to date.
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Supporting the wider on-site team
Training & Support
- Deliver training to clients on Matrix technology to ensure confident and effective usage.
- Support clients in navigating the recruitment process and understanding system workflows.
Commercial Awareness
- Identify and escalate commercial anomalies promptly.
- Collaborate with Client Relationship Managers to meet commercial targets.
- Work closely with clients to ensure timesheets are approved within weekly cut-off periods.
- Understand the client’s strategic goals and align service delivery accordingly.
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/Excel and other business systems.
- Analytical mindset with strong numerical understanding.
- Senior-Level agency recruitment market awareness.
Desirable Skills
- Experience in customer success, recruitment, or account management.
- Familiarity with CRM or ATS platforms.
- Knowledge of compliance and regulatory requirements in staffing.
- Previous experience in Logistic Account Management.
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
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