Recruitment Update

In 2025, the recruitment landscape continues to evolve, with AI integration and digital proficiency becoming more critical than ever. Organisations are prioritising automation, process optimisation, and AI-powered customer interactions to drive efficiency. Nearly half of business support professionals highlighted AI-assisted content creation, process automation, and chatbot management as emerging priorities, reflecting the sector’s rapid digital transformation. As a result, candidates with strong adaptability to AI-driven tools are in higher demand.

While customer satisfaction remains the top priority at 70%, there is a notable rise in strategic initiatives such as automating admin processes (50%) and supporting leadership with insights (47%). The demand for transferable skills remains high at 70%, reinforcing the shift toward versatile talent. However, tenure rates indicate a slight increase in short-term employment, with 23% of employees staying less than two years, compared to 18% last year, likely reflecting of a challenging job market.

of business support professionals have been asked to develop digital analytics skills

77%

of teams won't make any alterations to existing flexible working arrangements in 2025

58%

of business support professionals describe their team as under-resourced

Industry Leaders Highlight

"Flexible working and wellness benefits continue to be attractive to business support staff in 2025 this has not shifted materially in the last 12 months other key strategies and benefits that would be attractive to business support staff include wellbeing leave, lead roles in projects and investment in learning and development in AI use.

The greatest benefit that has emerged from COVID is the increased use of technology—not only to maximise our work as business support professionals but also to enhance trust. I transitioned from supporting an Executive in my office to supporting an executive in another location, and as long as expectations are clear and accountability is maintained, technology and communication tools ensure that physical presence is no longer as crucial as it once was. We can work remotely with the same level of performance."