Exceptional customer service can set a business apart. Whether it’s answering enquiries, resolving problems or building long-term customer relationships, your customer service team is often the first impression people have of your business.
Yet finding the right people isn’t always straightforward. While many candidates have customer service experience on paper, identifying those with the right attitude, communication skills and commercial awareness takes time and expertise.
At Bucks & Berks Recruitment, we’ve been helping employers across the Thames Valley recruit talented office professionals for decades. From Customer Service Executives and Sales Support professionals to Account Managers and Office Administrators, we’ve seen first-hand what makes someone successful in a customer-facing role.
The recruitment process itself can also make a difference. Keeping interviews structured, asking consistent questions and providing a positive candidate experience can all help you identify the right person while reflecting well on your business. The CIPD’s recruitment guidance also highlights the importance of having a clear recruitment and selection process to attract and retain the right talent.
If you’re looking to strengthen your customer service team, here are some of the qualities and recruitment tips we believe make all the difference.
Look beyond customer service experience
It can be tempting to focus solely on candidates who have previously held the title of Customer Service Executive. While relevant experience is valuable, it shouldn’t be the only factor influencing your decision.
Some of the strongest customer service professionals we’ve placed have come from roles including:
- Retail management
- Hospitality
- Reception
- Office administration
- Sales support
- Account management
These candidates often bring excellent communication skills, resilience and a genuine desire to help customers; qualities that can be just as important as industry-specific experience.
If you’re recruiting for a business that uses bespoke systems or processes, remember that technical knowledge can often be taught. A positive attitude and willingness to learn are much harder to train.
Prioritise communication over qualifications
Customer Service Executives spend much of their day speaking to customers, colleagues and suppliers, whether that’s over the phone, by email or through online chat.
Strong communication goes beyond simply being polite.
Look for candidates who can:
- Explain information clearly
- Adapt their communication style depending on the customer
- Listen carefully before offering solutions
- Remain calm when conversations become challenging
- Build rapport quickly
These are the people who help create positive customer experiences and strengthen your company’s reputation.
Don’t underestimate commercial awareness
Customer service roles have evolved considerably over recent years.
Many Customer Service Executives now work closely with sales teams, manage customer accounts or identify opportunities to improve customer relationships.
The strongest candidates understand that excellent customer service and commercial success go hand in hand. They know how to resolve issues while recognising opportunities to retain customers, encourage repeat business or support wider business objectives.
Assess attitude as well as ability
Technical skills are important, but attitude is often what separates a good employee from a great one.
During interviews, look for evidence of:
- A genuine enjoyment of helping people
- Curiosity and willingness to learn
- Accountability when mistakes happen
- Resilience under pressure
- Teamwork and collaboration
These characteristics often determine how someone performs long after they’ve settled into the role.
Ask candidates about real situations
One of the most effective ways to assess customer service ability is to ask candidates to describe situations they’ve already experienced.
Rather than asking, “What would you do if a customer complained?”, encourage candidates to share examples of when they have:
- Resolved a difficult complaint
- Dealt with conflicting priorities
- Managed an unhappy customer
- Worked with internal departments to solve a problem
- Gone above and beyond for a customer
Real examples provide a much clearer picture of how someone approaches challenges than hypothetical answers.
Consider how they’ll fit your team
Every organisation has its own culture, pace and way of working. A candidate who thrives in a fast-paced customer contact centre may not necessarily enjoy working in a smaller business where they are responsible for a wider range of tasks.
Similarly, someone who excels in relationship-based customer service may not enjoy a role focused on high call volumes.
Understanding your own business culture before recruiting can help you identify candidates who are more likely to succeed over the long term.
Don’t wait too long to make an offer
The Thames Valley remains one of the UK’s most competitive employment markets, with businesses across Reading, Slough, Maidenhead, Windsor, Bracknell, High Wycombe and the surrounding areas all competing for talented office professionals.
While the UK’s labour market continues to evolve, experienced customer service professionals are often in demand and may be interviewing for several roles at once. Keeping an eye on wider hiring trends through the Office for National Statistics’ Labour Market Overview can help employers understand the current recruitment landscape and plan ahead.
If you’ve found someone who demonstrates the skills, attitude and experience you’re looking for, delaying your decision could mean losing them to another employer.
Having a clear recruitment process, providing timely feedback and making decisions quickly can significantly improve your chances of securing the right candidate while also creating a positive impression of your business.
Partner with a recruitment specialist who understands the local market
Recruiting isn’t simply about matching keywords on a CV to a job description.
It’s about understanding your business, your culture and the type of person who will genuinely add value to your team.
At Bucks & Berks Recruitment, we work with employers across the Thames Valley to recruit Customer Service Executives, Sales Support professionals, Account Managers and a wide range of office support roles. Because we understand the local employment market, we can introduce candidates who not only have the right experience but also the qualities needed to thrive within your business.
We recruit for permanent, temporary and contract customer service roles across Reading, Maidenhead, Slough, Windsor, Bracknell, High Wycombe, Wokingham and the wider Thames Valley, helping businesses find talented people who make a real difference from day one.
Whether you’re recruiting for a growing SME or an established corporate, taking the time to find the right person will pay dividends through improved customer satisfaction, stronger staff retention and better business performance.
Get in touch with the Bucks & Berks Recruitment team to discuss your recruitment plans.
