On-Site Client Account Executive

Purpose of the Role

At Matrix, our mission is to “Connect people to work.” As an On-Site Client Account 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.
• Act as the primary point of contact for client queries via phone and email.
• Attend regular client meetings to provide performance updates and insights.
• Understanding of client supply chain for client and building relationships with key suppliers.
• Working closely on a daily basis with our client sponsors, and the hiring community.
• KPI and SLA completion.

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.
• Providing client support at all times of the end to end recruitment process.

Training & Support

• Provide training to clients on Matrix technology to ensure effective usage.
• Support clients in understanding and navigating the recruitment process.
• Facilitating and setting up supplier forums in conjunction with the supplier engagement team.

Commercial Awareness

• Identify and escalate commercial anomalies promptly, that they are unable to resolve by themselves.
• Collaborate with Client Relationship Managers to meet client commercial targets.
• Working closely with the client to ensure timesheets are approved and processed for invoiced within weekly cut off period.
• Understanding the clients strategic delivery.

Key Job Factors

Thinking and Problem Solving

• Apply analytical thinking to interpret client data and service metrics.
• Identify root causes of service issues and propose actionable solutions.

Decision Making

• Make informed decisions in real-time to resolve client issues.
• Prioritise tasks based on urgency and business impact.

Stakeholder Management

• Build trusted relationships with internal teams and external clients.
• Influence suppliers and partners to align with client expectations.

Scope of Influence

• Internal: Collaborate with Client Relationship Managers, Compliance, and Tech Support.
• External: Engage with clients, suppliers, and candidates to ensure seamless service delivery.

Expectations of this role in line with our Competency Framework

Know Your Numbers and What They Mean

• Understand key performance indicators (KPIs) and use data to drive decisions.
• Translate metrics into meaningful insights for clients and internal teams.

Be Curious and Politely Unreasonable

• Challenge the status quo to improve service delivery.
• Ask insightful questions to uncover client needs and opportunities for innovation.
• Key eye to sensing an opportunity to cross sell additional company services

Get Stuff Done

• Take ownership of tasks and deliver results with urgency and accuracy.
• Demonstrate resilience and adaptability in a fast-paced environment.
• Get up and go approach to work and challenging situations

Look Outside of Matrix

• Stay informed about industry trends and best practices.
• Bring external insights to enhance internal processes and client outcomes.

Raise the Bar / High Performing Team

• Strive for continuous improvement and excellence in all areas.
• Contribute positively to team culture and support colleagues in achieving shared goals.

Required knowledge, skills, education and experience

Essential Skills & Experience

• 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.
• Market awareness in either the professional sector such as legal, housing or planning or social care.
• Familiarity with CRM or ATS platforms.
• Knowledge of compliance and regulatory requirements in staffing.