Supporting a client through the strengthening of their customer service function during a period of growth
Building high-performing customer service teams in the construction industry requires more than simply filling seats. The business we partnered with was expanding fast, yet facing growing pressure to maintain service standards while managing higher customer volumes. The existing team was stretched, and previous recruitment efforts hadn’t produced candidates with the right balance of skill and attitude.
What began as a straightforward brief for one Customer Service Administrator quickly evolved into a more strategic search focused on cultural alignment, communication capability, and resilience in a fast-paced environment.
2
Customer Service Administrators placed within weeks
4
Additional hires since the initial engagement
100%
Positive feedback from hiring managers on quality and cultural fit
1
Ongoing partnership built on collaboration and trust
Comment from Client
“We were impressed by how well Elements understood what we needed, not just the job description. They took the time to listen, gave honest market advice, and quickly introduced candidates who fit perfectly. The process felt seamless and collaborative, and the results have made a real difference to our team.”
Overview of Our Customer Service Search
The business had reached a point where growth had outpaced internal recruitment capacity. They needed people who could maintain service quality while adapting to shifting priorities and workloads. After reconnecting, we were introduced to the HR team and hiring managers to get closer to the challenges behind the brief.
It became clear that the priority wasn’t just capability, but consistency finding people who could deliver excellent customer experiences while representing the brand with empathy and professionalism.
By listening carefully, providing honest market feedback, and advising on realistic salary positioning, we helped shape the recruitment strategy into one that would attract the right talent rather than simply fill the roles.
Approach
We began by meeting with the HR team and hiring managers to understand what was really driving the need for new customer service staff.
Beyond capability, they needed people who could handle growth pressure with calmness and care. This step gave us clarity on both expectations and team culture.
From there, we provided market insight and transparent advice on salary benchmarks, talent availability, and messaging that would attract the right type of candidates. Treating the brief as a working document allowed us to adjust the search in real time and focus on long-term fit rather than short-term relief.
Finally, we presented a refined shortlist of candidates who balanced skill, communication, and empathy. Within weeks, two placements were made, both quickly becoming integral to the team’s success and setting the foundation for an ongoing partnership.
Conclusion
This project reinforced how a collaborative, insight-driven recruitment approach can strengthen not just a team, but an entire customer function. By listening first, challenging assumptions, and aligning each stage of the process with business priorities, the outcome extended far beyond filling roles.
The hires made an immediate operational impact, improving response times and overall service quality. More importantly, they brought the right mindset resilient, customer-focused, and adaptable to growth. This combination has helped the business maintain service standards through rapid expansion and build greater confidence in its internal recruitment strategy.
It’s a clear example of how treating recruitment as a partnership grounded in understanding, trust and shared accountability delivers long-term results that shape both culture and performance.
