Client Delivery Manager

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 350 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

We offer a flexible hybrid working approach; however, as a Client Delivery Manager, you'll be expected to maintain a visible presence with both customers and colleagues. This includes attending client meetings and company events as required, alongside a minimum of 2-3 days per week in our Milton Keynes office.

• 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)

• Electric Vehicle Salary Sacrifice Scheme (Octopus EV) and Cycle 2 Work Scheme

• The salary for this role is £30,000 - £40,000 per annum. We pay within this range based on the skills,

experience and qualifications you bring relative to the role's requirements.

About the role

The Client Delivery Manager operates as a proactive central point of recruitment and operational excellence, cutting across the central customer portfolio to balance resource, respond to demand, drive recruitment fulfilment, and deliver data-led service in a KPI-driven environment. Whilst customer can be set by region / sector — it demands agility and breadth, ensuring the right people, processes and performance standards are consistently applied wherever customer need arises.

Duties and Responsibilities

People & Account Management

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• Work closely with the MD Ops to nurture and create a high-performing, engaged team of Client Delivery professionals who go over and above to achieve customer and company success
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• Manage a team to include - performance management, sickness absence management, regular one-to one meetings, appraisals and all other people management aspects
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• Conduct regular one-to-ones with direct reports, providing coaching, mentoring and driving team performance to support the professionalisation of the team
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• Act as a point of escalation for both internal (client services and enabling functions) and external stakeholders (client / supplier), taking ownership of issues to ensure a swift response is provided
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• Take a proactive lead on Recruitment Delivery and Fulfilment — owning fill rates and fulfilment performance across the portfolio
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• Support the smooth on-boarding of new customer accounts, working as a key project member for each implementation and key point of contact for the new customer
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• Where necessary, attend the customer’s offices or working locations
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• Other tasks as required
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Operational Excellence & Delivery

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• Agility & Cross-Customer Responsiveness
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• Act as a central operational resource, remaining agile and responsive to customer demand across the full portfolio — not always limited to a defined region or account set — stepping in to support where capacity or complexity requires
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• Be committed to achieving the right outcomes for all customers – ensuring all key performance targets are met, highlighting challenging areas and working with the Customer Success Executives to ensure
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• consistent levels of service are provided
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• Be committed to achieving the right outcomes for suppliers – ensuring relationships are developed and
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• maintained
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• Be focused on recruitment fulfilment and delivery plans across customer estate and take actions to resolve any outstanding roles
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• Conduct necessary recruitment related tasks to support to customer demand such as benchmarking
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• Working in partnership with Client Services colleagues to optimise sourcing channel strategies across the customer estate, selecting, blending and continuously reviewing direct, agency, referral and other channels to maximise fill rates, quality of hire and cost-effectiveness
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• Apply a fundamental understanding of worker types (e.g. PAYE, umbrella, limited company) and have a solid understanding on rate control and governance, ensuring pay and charge rates are compliant, competitive and correctly applied
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• Understand and align team and services to key customer contractual obligations and SLA’s
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Resource Load Balancing

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• Monitor team capacity and workload distribution across the portfolio, proactively load balancing resource to ensure no single customer or team member is under- or over-served
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• Escalate resourcing risks to the MD Ops where required, with a clear view of demand and available capacity at all times
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Reporting Metrics & Response Handling

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• Own the production and governance of weekly and monthly reporting packs, ensuring metrics are accurate, timely and actionable
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• Drive a structured response process so that performance variances are investigated, owned and closed out within agreed timeframes
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• Attend weekly and monthly customer meetings, both pre and post-go live, including Quarterly Business Reviews – providing in-depth operational overviews of service delivery performance
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• Be responsible for the administration and delivery of action plans to improve customer satisfaction through effective service delivery
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• Ensure that PEC’s are completed on a right first time basis and managing flow and demand of these
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• Ensure that weekly audits and quality monitoring take place to ensure consistent high standards of service are delivered
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Data-Driven Decision Making

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• Demonstrate a data-first approach to decision making — using customer and team performance data to drive fulfilment (revenue), identify risk, prioritise interventions, and adapt operational delivery in response to changing customer or team demand
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• Analyse weekly and monthly dashboards, identifying trends and conducting root cause analysis to promote a culture of continuous improvement
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• Drive the adoption of best practice processes with the review of current ways of working and integration of new working practices
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Required knowledge, skills, education and experience

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• Have proven experience of motivating team members and creating high-performing teams
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• Be highly personable with excellent communication skills – customer relationships
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• Have excellent time management and organisational skills
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• Be tenacious and resilient in the face of challenges
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• Have worked within a recruitment / resourcing / talent sector previously
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• Have a head for numbers and commercial acumen (essential)
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• Be comfortable working with data and performance dashboards to drive decisions (essential)
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• Be comfortable operating in a KPI-driven environment, taking ownership of targets and delivering against performance metrics (essential)
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• Understand sourcing channel strategies and how to optimise them to drive fulfilment across a customer estate
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• Have a fundamental understanding of worker types, rate control and governance (essential)
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• Be comfortable using MS Office
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• You must be able to commit to working at Milton Keynes – min 2/3 days a week & travel to customer site as required
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• Driving Licence essential
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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 - [email protected]