Sudale Search & Select

Are you ready to take on a new role in 2025? Your CV is your first chance to stand out, so make it count! Common mistakes can hold you back. Avoid these pitfalls: Duties vs. Impact: A list of responsibilities isn’t enough. Highlight your results—think ROI, revenue growth, retention improvements, or CSAT/NPS boosts. One-Size-Fits-All CVs: Tailor your CV for each role. If your skills aren’t explicitly listed, your CV might not make the cut. Generic Content: Avoid bland descriptions. Tell a story about your impact and achievements. Lack of Context: Include metrics like team size, budgets, or scale of operations to paint a full picture. This is crucial, especially if your role covered broader responsibilities in a smaller business. Stand out by being specific and showing the value you bring. Start 2025 strong!

🤖 AI in Customer Service: Redefining Agent Roles 🤖 Removing simple queries through automation naturally elevates the complexity of agents’ roles, from handling emotionally charged conversations to solving intricate issues. In this discussion, Shamas Aziz shares how involving agents early in the AI journey not only redefined their roles but also added value to the organisation. Key topics include: Increasing compensation packages. Engaging agents early for innovative solutions. Exploring new career paths and Emotional Intelligence in hiring. 🎥 Watch the full discussion: https://lnkd.in/ehZ-cARE

Can Energy Companies Afford Not to Have the Best Talent in Customer Operations? With the release of Ofgem’s consultation, Energy/ Utilities companies face a stark choice: lead with operational excellence or risk falling behind. The review highlights the need for significant technological transformation, cost savings, and superior customer experiences. Larger firms are eyeing savings exceeding £10M on operating costs while delivering top-tier service to compete in an increasingly open market. The consultation underscores the importance of balancing cost-efficiency with customer service, regulatory compliance, and the Net Zero transition. Innovations like smart metering and automation are pivotal for future success, but they demand strong leadership. Now is the time to invest in your customer function. At Sudale Search, we don’t need a finished job description—just a conversation about your immediate gaps and strategic goals. We’ll take care of finding the transformational leaders you need. Ready to future-proof your operations? Let’s talk. #utilities #energy #ofgem

Building trust in the hiring process is a two-way street, starting as early as advertising or applying for a role. For employers, transparency is key. This includes: ✅ Clearly outlining the interview stages. ✅ Advertising the accurate salary range. ✅ Providing a comprehensive overview of the position's responsibilities, expectations, and reporting lines. Such openness not only attracts the right candidates but also sets the tone for an honest and collaborative process. For applicants, trust starts with honesty: ✅ Answer application questions truthfully. ✅ Apply for roles that align with your expectations (such as salary, responsibilities, and growth opportunities), and communicate your needs openly if there’s a discrepancy. ✅ Ensure your CV and application are accurate and reflect your true skills and experience. If you’re not honest in these early stages, how can you build the foundation of trust needed for a successful working relationship?

🚨 New Opportunity! 🚨 🌟 Head of Specification Sales | 💷 £70k base (OTE £96k) | 📍 Field Based (National) Are you ready to lead and inspire in a high-growth role? Join an innovative company driving change in the developer market, working with housebuilders and M&E contractors. With new market-leading products launching in 2025 and a culture of continual investment, this is your chance to shine. Alongside leading key commercial/ sales conversations, you will also support the improvement of customer journey to enhance customer experience in 2025 and beyond! 💡 Apply now and shape the future of sales innovation! 📩 DM for more details or click to apply! https://lnkd.in/eaDHY47G

The Reality of Full-Time RTO: Who Does It Leave Behind? At Sudale Search, we’re always reflecting on what true inclusivity means in the workplace, and a recent post by Molly Johnson-Jones @ Flexa brought up some important points. While businesses may choose to mandate a full return to the office, it’s crucial to recognise that this decision can disproportionately impact certain groups: 🩸 People with periods – because menstruation can be physically and emotionally draining 👩⚕️ Carers – juggling work and responsibilities is no small feat 🦉 Night owls – some of us do our best work outside traditional hours 😷 People with chronic conditions – health unpredictability is real 🛩 Emigrants – staying connected with loved ones abroad is important 🫱🏻🫲🏾 People of colour – racism and microaggressions in office spaces persist 👶 Working mothers – women still shoulder most childcare responsibilities ♿️ People with disabilities – rigid 9-5 schedules often don’t fit 🧠 Neurodivergent individuals – the brain doesn’t always work on office time 🧔🏽 Working fathers – dads want to play an active role in parenting too 🏳️🌈 LGBTQIA+ individuals – workplace discrimination is, unfortunately, still an issue While there’s no one-size-fits-all approach, we believe businesses need to carefully consider the unintended barriers a full-time, in-office policy creates. True inclusivity requires flexibility, empathy, and an openness to different ways of working. What other groups or challenges should be added to this conversation? Let us know below 👇

Are you finding the job market frustratingly sluggish despite hearing it’s picking up? At Sudale Search, we’ve been discussing how tricky December can be for hiring—especially after the challenges of 2024. It feels like one of the busiest times for activity, yet many businesses hesitate to commit to processes they can’t close before Christmas. So, we’re curious: Would you prefer to: 🔘 Start interviews in December and continue in January 🔘 Wait and begin the process fresh in January Let us know your thoughts!

✨ November has been a whirlwind! ✨ This month, the CX and Contact Centre world has been alive with excitement – from the European Contact Centre Awards to the Call & Contact Centre Expo and the unveiling of the CX Alliance’s Top 50 Women Shaping CX. What a time to be in the industry! 🎉 In our latest newsletter, we’re diving into: 🔹 The rise of AI-X and how it’s revolutionising customer experiences (spoiler: it’s not just about chatbots anymore). 🔹 Key insights from the Calabrio Voice of the Agent Report – agents are loving their roles, but challenges around tech and progression remain. 🔹 Sudale Search news, including a sneak peek at our upcoming CX Masterclasses. 🔹 Real talk on what makes (and breaks) candidate experiences in leadership hiring. 💡 Whether you’re hiring, leading, or simply curious about the future of CX and Contact Centres, there’s something in here for you. And while you’re at it, we’d love to hear your thoughts: 🌟 What’s your take on AI-X and the tech trends shaping CX? 🌟 What challenges do you see in retaining top talent in the Contact Centre space? Let’s start a conversation – and if you’re curious about how Sudale Search can help you find or become the leaders shaping tomorrow’s CX, we’re just a message away. #CustomerExperience #ContactCentres #Recruitment #Leadership #SudaleSearch

The Market is definitely on the up and up! Over the next few weeks we will be longlisting/ shortlisting the following roles. If you are keen to register your early interest drop us a DM/ email kerry@sudalesearch.co.uk. 🏦 Contact Centre Operations Managers - Hybrid - London - Banking/ Current Account Experience is a must for this one! 💵 Fraud Operations Managers - Hybrid - London - Banking 🏧 Head of Customer Service - Financial Services - Midlands/ London - 1 day per week on site. 🏗️ Head of Sales - Field based, Nationally. Experience selling to residential developers and M&E Contractors. ✍ Contact Centre Manager - West Midlands - Leading a team of 20+ Customer Care people, responsible for arranging site visits for customers (3 days per week on site) Sound interesting? 👂

Why did Garry Gormley encourage us to become Singers at Call & Contact Centre Expo UK 🎤 ? Garry’s innovative approach to Customer Experience (CX) challenges the status quo, urging CX leaders to “knit the message” together—aligning customer goals, business outcomes, and team engagement. It’s a rallying cry to address the barriers that often derail great experiences, such as: 🥹 Poor customer outcomes 🈹 Disconnected systems 😭 Disengaged teams ⛔Inefficient operations 🚂 Clunky customer journeys So, how do we overcome these challenges? By becoming a Singer. Garry’s S.I.N.G.E.R framework inspires leaders to: Service differentiation: Build personalised, lasting customer relationships. Inquisitive: Foster a culture of curiosity and continuous improvement. Needs: Design experiences that help customers achieve their goals. Guide: Remove friction and confusion from customer interactions. Evaluate: Leverage your CX scorecard to measure success. Review: Reflect, learn, and grow from every interaction. His message resonated deeply, reminding us that CX isn’t just about technology—it’s about listening to the voices of your customers and teams to build sustainable growth and loyalty. Garry’s talk left the room buzzing with energy and practical insights. It was a timely reminder that the best CX leaders are those who align every touchpoint to deliver for their customers, their business, and their teams. 👉 Are you ready to become a Singer in your organisation? Let’s start the conversation about how CX leaders can transform challenges into opportunities and drive impactful change.