Call & Contact Centre

Introduction

This year, the demand for skilled professionals in Call & Contact Centres across the UK has been shaped by advancements in technology, shifting work models, and an increased focus on employee well-being. With companies increasingly adopting AI and automation tools, the skills required in these roles are expanding, pushing for digital proficiency, adaptability, and enhanced problem-solving abilities.

The rise of remote and hybrid working has also transformed recruitment strategies, broadening talent pools and driving demand for flexible work options. Roles such as Customer Service Representatives, Technical Support Agents, and Team Leaders have seen notable growth in demand and competitive salary adjustments, reflecting their essential role in delivering high-quality customer experiences.

This guide is designed to support both employers and candidates in navigating these changes, equipping them with the insights needed to thrive in this dynamic field. Thank you for choosing us as your recruitment partner in the call and contact centre sector.

Julie Calisir
Managing Director, Call & Contact Centre

Your guide to salaries and trends

This guide is designed to offer valuable insights into the current landscape of Call & Contact Centre roles across the UK. Whether you’re an employer seeking to benchmark salaries, a candidate exploring career options, or simply interested in the latest industry trends, this guide has been crafted to keep you informed and prepared for what lies ahead.

In our guide, you’ll find:

• Key insights from our sentiment survey: Explore current trends, job satisfaction levels, and motivators for Call & Contact Centre professionals, gathered from our latest sentiment survey of candidates and clients.
• Salary tables by region: Discover salary insights across the UK for a range of business support roles, allowing you to see how compensation varies and helping you make informed decisions wherever you’re based.

Key trends across all industries 

• Rewarding careers: Professionals across sectors are increasingly recognised for the essential roles they play in their organisations. Our survey found that 25% of respondents are satisfied with their current salary, with many seeing room for growth in compensation and career development. For those aiming to progress, now is an ideal time to explore options in your field.
• High mobility: The job market remains dynamic, with 52% of respondents planning to change roles in the next year. This high mobility reflects a competitive landscape, presenting strong opportunities for those looking to advance their careers or explore new roles.
• Salary growth: Salary expectations remain a key driver when professionals consider new opportunities, with 39% of respondents aiming for an 11-20% pay increase and 35% expecting a 5-10% rise when changing roles. This underscores the importance of competitive compensation packages in attracting and retaining top talent.
• Work-life balance matters: Work-life balance is a top priority across all sectors, with 34% of respondents identifying it as their main motivator when seeking a new role. Companies offering flexibility and support around work-life balance are well-positioned to appeal to today’s professionals.

Download industry salaries