The Importance of Customer Service within Recruitment

Rebecca Crowther • 4 June 2019

ASC’s Operations Director, Jane Storer talks about the importance of customer service within recruitment and how to get it right.


Jane has been with ASC since the beginning and became Operations Director in 2007. After working in an entirely different sector, Jane moved into recruitment because she wanted a people focused career. This is still very important to her today and every aspect of her role affects the customer service ASC provides to clients and candidates from having the right procedures to welcoming new people into the business.

Her dedication to maintaining and consistently improving the service ASC provides has supported the recent achievements of REC Audited Status and the Feefo Gold Trusted Service Award 2019.


From the social to the serious side of recruitment, Jane talks through her career and how the importance of customer service within recruitment is about focusing on people.

Have you always worked in recruitment and what inspired you to start working in the sector?


Before I started in recruitment I worked for a Wine Merchants where part of my job was sampling new product lines and attending wine tastings!


A dream job I know but for some reason I wanted to broaden my horizons. I visited an agency to talk about a career change, they actually asked me to join their team and I started out as a Temp Controller many years ago!!


What does your job involve as the Operations Director of ASC?


As Operations Director I have a very broad role. The main aim is to ensure we have the procedures in place in order for our teams to be able to focus on providing the best service they can to both candidates and clients.


When we welcome new members to our team, I spend the first 2 days with them to bring them up to speed on our business, all HR policies and systems.


Another large part of my role involves HR and training and I work with all teams across the business.


What’s the best part of what you do?


The diversity. No two days are the same and I am still learning all the time. 


What have been your biggest challenges working as a Director at ASC?


When we first started the business we were in the middle of a recession but the biggest challenge by far was working through the “credit crunch” of 2008/9. We had to dig deep to ensure we kept the momentum going and motivate our team in a very difficult time. But I guess they say “what doesn’t break you, makes you stronger” and I certainly found out a lot about my personal determination whilst going through this challenge.


Another challenge is the ongoing – legislative changes we as Directors have to ensure, not only do we understand, but are able to roll out to the teams to embed in our day to day routines. 


And, of course, we all face challenges every day having to handle a wide range of queries both internally and externally.


Talk through your biggest achievements at ASC?


Over 15 years ago I was instrumental in winning a Managing Agency Contract with a global company to supply all of their staff on a permanent, contract basis. The contract covered Finance, Customer Service, Sales, Marketing, HR, Logistics, Production Operatives and Manufacturing Management. 


Over the entire length of the contract we have retained extremely high direct fulfilment levels and have engaged with other agencies, some of which are global players themselves, in very niche areas. Not only am I proud of winning the account initially, but retaining it for over 15 years is the bigger achievement as far as I am concerned and that has to be credited to the high levels of customer service provided by our team.


ASC have recently received REC Audited status and the Feefo Gold Trusted Service Award 2019, what do you feel has supported these achievements?


In terms of the REC Audited Status – it was all about embracing the ethos of the REC and ensuring I had a full understanding of their policies and procedures. These were then embedded into our internal Best Practice procedure and training was provided throughout the business. It is also a big part of our On –Boarding for new starters. From here on it is over to the teams – they don’t just work to the guidelines as a tick boxing exercise – they truly want to provide the best possible service they can. This has been shown in the feedback received through the Feefo platform, which isn’t just about ASC as a business but the individuals who actually provided the service.


To gain Feefo Gold Trusted Service Award is truly amazing.


Recruitment is all about customer service, what do you feel is the key to getting this right?


Listening first!!! We cannot provide an effective solution if we do not listen to what our candidates and clients are looking for. Then it is all about keeping everyone in the loop and providing meaningful feedback. We want everyone we deal with to feel comfortable about asking us questions because there is no such thing as a silly question.


There are a lot of misconceptions surrounding the recruitment industry, how do you ensure ASC isn’t perceived incorrectly?


The starting point has to be the expectations we have for the teams. The recruitment industry of old was heavily driven by targets – not just revenue but daily activities and set “phone time”. This possibly contributed to some of the misconceptions in terms of service levels. We encourage our teams to be creative with their working days so that they have the freedom to make their own decisions. One of our Brand Values is Respect – ‘treating those we come into contact with as we would wish to be treated – with respect, honesty and integrity’. I see this on a daily basis throughout the team. We can’t help everyone we come into contact with but as long as everyone is treated with honesty and politeness, I am happy. 


People are a company’s biggest asset, how do you get the best out of your people?


I guess a lot of this is down to what I have said above – first of all we make sure they have the tools to do the job – processes, policies, systems, advertising budget and the skills to do the job through personal development and training. The other aspect is a little more intangible but it’s all about creating the right environment. Myself, Neil and Mike along with the Management Team, have an open door policy, we want people to feel they can approach us if they need support or guidance from a personal or career perspective. Oh and of course you can’t forget our nights out too!!!!


Most memorable moment at ASC?


Being interviewed by Hugh Pym who at the time was the Economic Editor for the BBC and appearing on the national news! I had no warning and my only regret is that I didn’t have enough time to get my hair done!!! And my Brummy accent being apparent for all to hear!


Any funny stories from times gone by?


Gosh – there are so many – I have been here for 28 years!!! Most surround the people and the laughs we have had. One personal moment was when I got married and the girls forced me to have a hen night – I didn’t want one, but they organised it in secret and bought my fancy dress outfit. I was Head Teacher, they were all very naughty school girls and they arrived in a 1950’s bus!!! It was all in the “best possible taste”. We had such a good time and they ensured that I followed a tradition in having a “send off” that I may have otherwise missed. I also felt that although they were out for a good time themselves, the lengths they went to showed that they were really supportive to me.


What is your guilty pleasure?


Food and drink in the main!!! I still love a good night out and the current trend of cocktails takes me back to my early days of my 1980’s social life!!! 


Best piece of advice for people working or looking to work within recruitment?


Be prepared for a roller coaster of emotions – it is a job full of highs and lows. Make sure you truly have a passion for helping people coupled with a tenacious approach. You will encounter knocks along the way but the rewards both financially and emotionally far outweigh the negatives.


Does Jane sound like the type of Director you’d like to work for? We’re always on the lookout for new talent. Send your CV to marie.weston@asc-connections.com

Rebecca Crowther is a Marketing Executive for ASC Connections. Her love for writing started when she was young. In her current role, she loves creating content to support candidates on their career journey and help clients hire talented individuals.

SHARE BLOG

The Benefits of Temporary Staffing: How Flexible Hiring Can Help Your Business Grow

28 March 2025
Finding the right talent at the right time is a challenge for many businesses. Whether you’re managing seasonal peaks, covering staff absences or scaling operations, temporary staffing can be a game-changer. By leveraging flexible hiring solutions, businesses can remain agile, control costs and access skilled professionals without long-term commitments. In this article, we explore the key benefits of temporary staffing and how it can drive business growth. 1. Scalability and Flexibility Business demands fluctuate and workforce needs change accordingly. Temporary staffing allows you to scale up or down depending on workload and market conditions. Retailers benefit from temporary hires during busy seasons. Event companies can staff up for major conferences and exhibitions. Manufacturing firms can adjust workforce levels to meet production demands. By integrating temporary workers, businesses avoid the risk of overstaffing during slow periods and understaffing during peak times. 2. Reduced Hiring Risks and Costs Permanent hires come with significant financial commitments, from salaries to benefits and severance packages. Temporary staffing offers a cost-effective alternative. No long-term salary commitments Reduced expenses on benefits and training Minimised legal and compliance risks Recruitment agencies handle vetting, onboarding and payroll, allowing businesses to focus on core operations while ensuring they have access to qualified professionals. 3. Access to Specialised Skills Certain projects or short-term needs require niche expertise that may not exist in-house. Temporary staffing enables businesses to bring in specialists without the cost of a full-time hire. Engineering firms can contract design engineers for specific product development. Manufacturing companies can hire CNC machinists to manage increased production. Warehousing operations can bring in forklift operators and logistics coordinators to handle inventory surges. With an extensive pool of pre-screened professionals, recruitment agencies can match businesses with the right talent quickly and efficiently. 4. Faster Hiring Process Time-to-hire is a critical factor in maintaining business efficiency. Traditional hiring processes can take weeks, but recruitment agencies can provide qualified candidates within days. Pre-screened candidates are ready to start immediately. Agencies manage the recruitment process, saving businesses time. Temporary hires can be converted to permanent roles if they prove to be a great fit. This agility allows businesses to maintain momentum and productivity without prolonged gaps. Overall Temporary staffing is a powerful strategy that helps businesses stay competitive, responsive and cost-effective. Whether you need to fill short-term gaps, scale your workforce or access specialised skills, flexible hiring solutions provide a reliable answer. Looking for the right temporary staff for your business? Get in touch with us today and let our experts connect you with top talent, exactly when you need it!
A person is stacking wooden blocks with arrows on them on a table.

Top Hiring Trends in 2025 – What’s Changing in the Job Market?

28 February 2025
The job market is rapidly changing because of technological progress, evolving worker expectations and shifts in the economy. By 2025, it's crucial for both employers and job seekers to stay informed about hiring trends to remain competitive. Here are the major trends influencing recruitment in 2025: AI and Automation in Recruitment AI is revolutionising the hiring process. It automates CV screening, facilitates candidate chats and predicts the best job matches. Recruiters use AI tools to streamline hiring, speed up processes and ensure fairness. Companies investing in AI gain an advantage in attracting and hiring top talent. Skills Over Degrees Companies are changing how they hire. They aren't as focused on degrees anymore. Instead, they care more about the skills you have. Employers are looking for practical skills, certifications and real-world experience. They want to know what you can do, not just what you studied in university. People with the right skills are finding more job opportunities, even if they learned through online classes or training programs. It's crucial to show what you can do and the skills you've gained, no matter where or how you learned them. Hybrid and Remote Work Becoming the Norm The need for flexible work setups is rising. People often prefer hybrid work, splitting time between home and the office or working entirely from home. As a result, companies are developing policies to support employees working from various locations. Those businesses that provide these flexible options are more likely to draw in and keep talented professionals, especially in a competitive job market. Focus on Employee Well-being and Work-Life Balance Balancing work and personal life, along with focusing on mental health, is crucial for hiring. Companies invest in wellness programs, mental health support and flexible work hours to increase employee happiness. By creating a healthy and supportive workplace, businesses become more attractive to job seekers. Diversity, Equity and Inclusion (DEI) at the Forefront Employing individuals from diverse backgrounds is essential for companies. They strive to build workplaces where everyone feels included and valued. To accomplish this, businesses employ strategies like blind hiring, which hides names and backgrounds during the initial selection process. They also make sure their interview panels are made up of people from different backgrounds. Additionally, they actively seek out talented individuals who are underrepresented in their fields. Work environments that embrace diversity tend to generate innovative ideas and achieve better business outcomes. Rise of the Freelance Workforce The freelance economy is growing and more people are choosing freelance or project-based work instead of traditional full-time jobs. Companies are turning to online platforms to find skilled workers for short-term projects. By adopting this flexible hiring model, businesses can access a wider range of talented individuals. Generative AI and Upskilling in the Workplace With AI tools like ChatGPT changing industries, employees need to learn new technology skills. Companies are providing training programs to help workers get AI expertise, ensuring they remain competitive in the shifting job market. Being open to learning and adapting is essential for career success. Data-Driven Hiring Decisions Recruiters are enhancing their hiring strategies through data analysis. By forecasting trends, planning workforce requirements and monitoring employee performance, businesses can make more informed hiring decisions. Companies that prioritize data-driven hiring will attract better candidates and decrease employee turnover. Employer Branding Matters More Than Ever Candidates looking for jobs these days do a lot of research on companies before they apply. Companies that have a good reputation, share positive stories from their employees and have clear values tend to attract the best candidates. When a company communicates openly and supports its workers, it really stands out from the competition. Final Thoughts In 2025, the way companies hire is changing a lot, driven by technology, flexibility and inclusivity. Businesses that adopt AI, focus on hiring for skills and support work-life balance are likely to attract the best employees. Job seekers should align with these new expectations to remain competitive. Keeping informed and taking proactive steps are crucial for success in this evolving job landscape.
A group of people are sitting around a table with laptops.

Understanding Generational Differences in the Workplace

31 January 2025
In today’s workforce, multiple generations work side by side, each bringing unique perspectives, values and work styles. Understanding these generational differences is key to fostering a productive and harmonious work environment. The Generations at Work Baby Boomers (Born 1946-1964) Baby Boomers value loyalty, hard work and hierarchical structures. They tend to prefer face-to-face communication and have a strong work ethic, often associating job success with long hours and dedication. Generation X (Born 1965-1980) Often called the “middle child” of generations, Gen Xers are independent, resourceful and adaptable. They witnessed the rise of technology and value work-life balance. They prefer direct communication and are comfortable with both traditional and digital communication methods. Millennials (Born 1981-1996) Millennials prioritise collaboration, purpose-driven work and flexibility. They are tech-savvy and prefer open, transparent communication. They seek regular feedback and value career development opportunities, often looking for meaningful work over long-term job security. Generation Z (Born 1997-2012) The newest entrants into the workforce, Gen Zers are true digital natives. They value diversity, inclusion and innovation. They prefer instant communication methods, such as messaging apps and social media, and are drawn to organisations that align with their values and offer work-life integration. Bridging the Generational Gap To create an inclusive workplace that leverages the strengths of each generation, organisations can implement the following strategies: Encourage Open Communication : Foster a culture where employees feel comfortable sharing their perspectives. Utilising multiple communication channels (emails, meetings, messaging apps) ensures that all generations stay informed. Emphasize Mentorship and Reverse Mentorship : Pairing Baby Boomers or Gen X employees with Millennials or Gen Zers promotes knowledge exchange and strengthens intergenerational relationships. Promote Flexibility : Recognising different work styles and preferences—such as remote work options or flexible schedules—can increase job satisfaction and productivity. Leverage Strengths : Assign roles and responsibilities that align with generational strengths. For example, Gen Z’s digital fluency can drive technological innovation, while Baby Boomers’ experience can guide strategic decision-making. Invest in Training and Development : Providing continuous learning opportunities appeals to all generations, particularly Millennials and Gen Z, who seek professional growth. Generational diversity is an asset when managed effectively. By understanding and embracing the differences in work styles, communication preferences and values, organisations can create a more inclusive and dynamic work environment. The key is to find common ground, respect varying perspectives and cultivate a culture of mutual learning and collaboration.