Artis Customer Contact: Salary Survey
At Artis Customer Contact, we provide up-to-date market insight and expert knowledge on your sector. We offer key information for the Senior Customer Operations and Customer Experience sectors, covering permanent and interim rates across South West England, London, Midlands and South Wales.
2016 has been an active year for senior permanent recruitment, with volumes and variety of roles increasing to levels not seen since pre 2008 recession levels. There has been continued strong demand for Senior Customer Experience Professionals, Heads of Contact Centre and Operational Management roles. However, as we have progressed through the year we have seen an increase in demand for the support function roles - Resource Planning/Forecasting, Claims, Quality and Compliance. While the utilities sector continues to be the most active there has once again been a sharp up lift in the financial services and retail sectors against recent years with organisations wanting to bring in proven talent from the external market. Smaller sub 50 FTE operations have also featured more in the market, were senior leaders are required to wear the hats of 2 or 3 of their peers from the larger Corporate Operations. However, they do still experience significant restrictions on budgets to achieve their objectives. Customer Contact growth looks set to continue through 2017 with a wider expectation on the variety of roles coming to the market due to the changing nature customers are choosing to communicate. In general, the permanent market is once again candidate-driven, with many senior professionals only passively looking for new opportunities, and those in demand securing multiple offers. This is particularly true at the senior end where the top rated talent suggests they will not consider new opportunities unless approached proactively.