As economic factors, evolving job demands, and technological advancements reshape the jobs market, both employers and jobseekers must adjust to new expectations and approaches to thrive moving forward.
Shifting demand and blended roles
Traditional business support roles – such as receptionist, customer service advisor, and general administrator – have slowed in some regions, with demand for these roles remaining high only in specific sectors like sales, marketing, insurance, and public services. This shift is largely influenced by the move toward hybrid work arrangements and advances in AI.
As remote work and digital tools reduce the need for onsite administrative roles, many companies are re-evaluating their staffing requirements. In response, business support roles are increasingly hybrid and combine responsibilities across multiple functions. For instance, a receptionist might now also handle marketing administration or provide technical support.
This blending of roles demands that candidates possess a broader skill set, especially in technology. Proficiency in AI, CRM, and other digital tools is becoming a priority, with businesses seeking professionals who can contribute across multiple functions.
Candidates equipped with these skills have a significant advantage, while employers must be prepared to train promising candidates on internal systems to attract and retain talent capable of handling these modernised roles.
Economic pressures and talent availability
Economic conditions continue to impact hiring in business support. The cost-of-living crisis and recent budget measures mean many companies are adopting hiring freezes or extending them beyond typical year-end pauses, as they carefully assess costs. This slowdown has created a highly competitive job market for business support roles, with more candidates available than positions.
As a result, employers have a larger talent pool to choose from, but they are often seeking what many call ‘unicorn candidates’ – individuals with a precise mix of technical proficiency and industry knowledge.
For junior candidates and recent graduates, this presents a challenge, as businesses increasingly prefer experienced hires over entry-level talent. Despite having strong educational backgrounds, many graduates struggle to secure positions without practical experience, as employers hesitate to invest in on-the-job training in a cost-conscious market.
As companies continue to grapple with the effects of inflation and wage pressures, this focus on experienced candidates may persist as we head further into 2025.
Challenges in hiring and retention
The business support sector faces multiple hiring challenges, from candidate retention to evolving role expectations. Professionals frequently report that they are overloaded with work due to unfilled roles within their teams, leading to increased turnover.
Employers looking to attract new talent should be mindful of workload expectations and consider whether they are combining too many responsibilities into single roles. Additionally, flexibility around salary, benefits, and counteroffers is crucial, as candidates often receive multiple offers and are quick to move on if not satisfied.
Long hiring processes remain a significant hurdle. Many candidates are offered positions elsewhere while waiting for responses from companies with prolonged recruitment timelines. To overcome this, employers should streamline hiring practices, move quickly in decision-making, and communicate openly with candidates.
Face-to-face interviews, rather than relying solely on virtual methods, can also create a stronger connection and demonstrate a company’s commitment to hiring, ultimately improving the likelihood of securing top talent.
Salary, benefits, and the role of hybrid working
In terms of compensation, there is a growing disparity between what candidates seek and what companies are able or willing to offer. Candidates are increasingly prioritising comprehensive benefits and work-life balance over salary alone. Many now seek packages that include enhanced pensions, flexible work schedules, family-friendly policies, and sustainable business practices.
Hybrid work remains popular, but as more employers mandate a return to the office for three-to-four days a week, businesses located in less accessible areas face challenges in attracting candidates unwilling to take on high commuting costs.
To retain and attract talent, companies must consider enhancing their benefits packages to align with modern expectations. Initiatives such as sabbaticals, green policies, and electric vehicle schemes are highly valued, particularly by younger workers.
Employers that fail to adapt to these expectations risk high turnover, as employees are likely to seek companies that reflect their personal values and offer greater flexibility.
Promoting a diverse workforce
Diversity and inclusion (D&I) have become essential components of hiring strategies in the business support sector. Jobseekers, especially in larger cities, increasingly consider a company’s commitment to D&I when evaluating potential employers.
Many businesses are addressing this by implementing applicant tracking systems to reduce bias and improve diversity in hiring. However, smaller organisations may struggle to allocate dedicated resources to D&I initiatives, often embedding these efforts within general HR roles. For both large and small businesses, promoting an inclusive environment remains critical for attracting a diverse pool of candidates.
There is also a push to support underrepresented groups, including young professionals and individuals over 50, in accessing business support roles. For graduates and early career candidates, practical experience remains a barrier, underscoring the need for entry-level positions that allow them to gain hands-on skills.
For older candidates, flexible working arrangements and competitive salaries are vital, as these individuals often bring valuable experience and commercial insight to support teams.
Technology and upskilling
Technology is rapidly reshaping the business support sector, with AI and automation reducing demand for some traditional roles while increasing the need for tech-savvy professionals.
AI tools and CRM systems are now standard in many support functions, and employers seek candidates proficient in these tools to streamline workflows and enhance productivity.
Despite the growing importance of technology, however, many companies have yet to adopt comprehensive training programmes to upskill employees. Employers that prioritise tech training will gain a competitive edge, as investing in employee development not only enhances productivity, but also supports retention by offering growth opportunities.
Looking ahead
While 2024 was a difficult year across business support recruitment, we saw an uptick in temporary recruitment towards the end of the year, and this brought excitement into the market – particularly for the less experienced workforce.
More and more businesses are requesting temporary workers for projects rather than the traditional holiday cover ad short-term assignments. Ongoing project work can really help to boost knowledge and experience for professionals, and make them more attractive to potential employers. We look ahead to the rest of 2025 with positivity – recruitment downturns do not last forever and the talent pool available will be strong and well skilled.
Download our 2025 UK business support & administration salary guide now.
