Customer Success Executive

Customer Success Executive

Northampton (3 days onsite: Monday, Tuesday and Thursday)

The MSP market has been static for too long. As the contingent workforce grows, the appetite for innovation, disruption and tech-enabled delivery is huge. Across the globe, hiring organisations are looking for smarter ways to engage, integrate and expand their contingent workforce.

So this is more than an opportunity to change jobs. It’s an opportunity to radically change the trajectory of your career by joining the MSP that has ripped up the rulebook. Our Solutions combine robust governance and technology leadership with exceptional talent experiences. Whether delivering Neutral Vendor programmes or our market-leading Hybrid MSP model, we challenge the status quo by putting clients, suppliers and talent at the heart of everything we do.

What you get

• Make the step away from outdated, transactional MSP models.
• Help shape the future of our MSP service and help shape the future of MSP.
• Work alongside ambitious, entrepreneurial people who want to do the same.
• The freedom to innovate, influence and grow.

Are you in?

If you want to help redefine what great MSP looks like? Let’s start the conversation.

Change how organisations hire. Everywhere. In every way.

Role Overview

We're looking for a passionate and proactive Customer Success Executive to join our growing Contingent Workforce Solutions team.

This is an exciting opportunity for someone who enjoys building relationships, solving problems and delivering an exceptional client experience. You'll be at the heart of our contingent workforce programmes, acting as the first point of contact for clients, suppliers and contingent workers, ensuring every interaction is professional, responsive and adds value.

Working with global clients across a range of industries, you'll become an expert in our workforce technology and operational processes, helping organisations successfully manage their contingent workforce while continually looking for opportunities to improve service, efficiency and client outcomes.

What you'll be doing

As our Customer Success Executive, you will:

• Deliver an outstanding client experience by acting as the first point of contact for operational queries across our contingent workforce programmes.
• Build trusted relationships with clients, suppliers and internal stakeholders, managing expectations and ensuring a consistently high level of service.
• Manage the full contingent worker lifecycle, including worker acquisition, onboarding, assignment management, extensions, time and expense management and offboarding.
• Become a subject matter expert in our Vendor Management System (VMS) and workforce technology, supporting users and promoting best practice.
• Review candidate submissions, complete screening and pre-qualification activities and ensure high-quality talent is presented efficiently.
• Maintain accurate worker and assignment records within the VMS, ensuring data integrity at all times.
• Resolve client, supplier and worker queries quickly and effectively, owning issues through to successful resolution.
• Produce scheduled and ad hoc reports that support governance, invoicing, compliance and operational decision-making.
• Monitor service levels and contractual KPIs, ensuring delivery against agreed SLAs.
• Support project initiatives including system testing, process improvements, change management, supplier engagement and stakeholder training.
• Work closely with Finance to resolve invoice and payment queries efficiently.
• Continuously identify opportunities to improve processes, technology and the overall client experience.

What we're looking for

You'll enjoy working with people just as much as you enjoy solving problems. You're organised, proactive and genuinely care about delivering exceptional customer service.

You'll ideally have:

• Previous experience in recruitment (permanent and temporary hiring), recruitment operations, customer success, client services, account support or administration.
• Excellent relationship-building skills with a customer-first mindset.
• Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills.
• A proactive approach to problem solving, with the confidence to take ownership of issues through to resolution.
• Good analytical skills and confidence working with data and reporting.
• Experience using Microsoft Office, particularly Excel, Word and PowerPoint.
• Experience working with recruitment technology, workflow systems, ATS, CRM or Vendor Management Systems (VMS) would be advantageous.
• The ability to quickly learn new systems and embrace new technologies.
• A continuous improvement mindset, always looking for better ways of working.
• A positive attitude, resilience and a good sense of humour.

If you're naturally organised, love working with people and thrive in a fast-paced environment where no two days are the same, we'd love to hear from you.