76% of UK employers report difficulties in finding talent. People-facing roles are the highest in demand.
Brook Street investigated the salaries of customer care roles to see if pay is enough to swing the needle on these ever-growing shortages.
Statutory wage hikes have driven up employer costs, but real pay in customer care is falling behind the national average.
The biggest threats? Productivity gains in the face of rapid AI changes, followed by a poor reputation as a low-pay-low-progression sector.
To stay competitive, employers must benchmark pay locally, offer clear career paths, and invest in training that adapts to future legislation and workforce shifts.
Brook Street’s salary guide helps employers stay ahead − and workers rethink their career path. Progression isn’t always vertical. Customer care builds ‘human skills’ that AI can’t replace.
Want to know how the same role pays differently across regions − and what that means for cost of living?
Let Brook Street help you plan for the future.