Current Trends in Business Support Recruitment

The labour and candidate markets are a constantly evolving landscape. The realm of Business Support is no different. From customer service advisors to office administrators, building a foundation of quality support staff is crucial for wider business success.

To help you build that strong foundation, we have identified some key trends affecting talent acquisition in the Business Support market:

Key Trends in Business Support Recruitment: Salary Increases, Remote Work, AI and Automation, Omnichannel Support, Multilingual Solutions, Industry-specific Call Centres

Salary Increases

In the past year, we’ve seen a significant increase in salaries for business support roles, particularly administrators. It would seem that employers are recognising the critical importance of these support roles play in the success of the wider company.

This shift underscores the importance of attracting and retaining top talent in a competitive labour market. Employers looking to secure the best candidates must either keep pace with these salary hikes or offer a robust benefit package to remain appealing.

Remote Work

Remote work may not be a recent trend – we are 4 years on from the start of the Covid-19 pandemic after all – but it remains very relevant within business support roles. Searches for remote Customer Service roles and remote Admin roles increased by 2353% and 1076% respectively between 2016 and 2022.

It’s not just about worker preference though. Companies offering remote work options could see a 33% decrease in employee attrition, even if the option is only to work remotely as required instead of a regular hybrid mix.

 A bar chart titled "Annual Searches for Remote Business Support Jobs". Along the X axis are the years 2016 to 2022 and, for each year, a bar represents the number of google searches made for remote customer service roles, remote IT roles, and remote admin roles. You can see that searches for remote customer service roles has increased from 47,340 in 2016, to 1,161,350 in 2022. Searches for remote IT role have increased from 47,700 in 2016, to 280,620 in 2022. And searches for remote admin roles have increased from 11,960 in 2016, to 140,720 in 2022.

AI and Automation

AI and automation are affecting every area of businesses, particularly roles with a high proportion of repetitive, administrative tasks. 76% of employees already use AI for administrative tasks, and 72% of customer service leaders are implementing or planning to implement AI-powered chatbots.

When it comes to recruiting quality business support staff, employers will now need to look for candidates who can effectively collaborate with AI systems, while also possessing high emotional intelligence to handle nuanced customer interactions.

Omnichannel Support

In an era where customer expectations are at an all-time high, providing consistent and efficient support across all channels is paramount. Whether it's email, social media, phone, or chat, businesses must invest in technology to deliver seamless omnichannel experiences.

Candidates proficient in navigating various channels will be highly sought after, with some employers even opting for dedicated teams for specific channels to ensure optimal support delivery.

A stock photo of four customer service workers sat at their desks with phone headsets on.

Multilingual Solutions

Globalisation means it’s easier than ever for businesses to offer products and services on an international market. And that means businesses must cater to diverse linguistic needs.

Employers are recognising the importance of having multilingual team members to cater to global clientele. The languages we've seen requested most often are Italian, Dutch, Spanish, French, and Polish. However, you will need to look at your particular customer market to know which languages would be most useful to you.

Industry-specific Call Centres

In a bid to deliver specialised support experiences, employers are placing greater emphasis on industry-specific expertise. Candidates with relevant industry experience are highly sought after, as they bring insights and understanding that are invaluable in addressing sector-specific challenges.

We are therefore working more and more with clients who are seeking candidates with specific, relevant experience.

As a recruitment agency with a specialist team dedicated to filling business support vacancies, we are ideally placed to understand the candidate market. Call our expert team today to see how we can help find top-tier business support candidates for you.

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