It is an area where we see a high level of turnover, and as a recruiter, I have the privilege of supporting my clients to source these candidates, whilst also supporting my customer service candidates throughout their career journies.

It is a tough gig! And whilst there are some common transferrable soft skills across these industries, there are also very specific demands that organisations will place on customer service, not because of culture, they are fabulous organisations, but they work in a space that is very dynamic and fast moving. Roles are time critical, client facing, and sometimes require account management, technical product expertise, and a high level of people management skills.

I talk to many candidates who are struggling in their roles; however, placed in the right position and environment, they thrive! This is the part of my role that I love the most, seeing people do well and fulfilling my client’s needs. It is so important to understand the businesses and specific demands imposed on a customer service team, to ensure this is communicated with prospective candidates.

Whilst this also applies to other disciplines, customer service roles tend to be put in the “non-technical” category, and as a result, perhaps less questions are asked of the candidate to identify their fit.

I would love to hear your thoughts on any challenges and/or advice you could share as either a candidate looking for work or a hiring manager looking for staff in the area of customer service. What do you believe makes a great candidate and what non-negotiable skills are necessary?