UK 
United States
- 17/12/2025
HR Grapevine
Hiring trends and salary rates for permanent employees – contact centres, customer support and customer experience
The UK customer care sector is under mounting pressure as rising wages, regulatory changes and retention challenges collide.
By far, the biggest financial impact to strike the sector this year has come from increases to the UK’s minimum wage and an escalation in Employer National Insurance Contributions (ENICs).
With pay growth constrained by economic realities, customer care employers will need to find other ways to motivate and retain their staff. Programmes that create pathways to career development, deliver greater workplace flexibility, better well-being support and more cultural investment must be on the table.
Download the guide to learn more about:
The state of pay in UK customer care
Rising NLW and Employer NICs
Solutions for employers
UK customer care by the numbers
Brook Street has been connecting businesses with talent and people with careers they can be proud of for over 75 years. Founded in 1946 by Margery Hurst and acquired by ManpowerGroup® in 1985, we specialise in business support, customer service, public sector and social care recruitment across the UK. Brook Street believes it takes more than a CV and a job spec to make a good match – it takes experience, instinct and the understanding to dig deeper. Our people ask better questions, listen for what’s not said and work quickly without cutting corners, helping clients build strong teams and candidates build meaningful careers. Brook Street. Where great work comes together.
For more information, visit www.brookstreet.co.uk, or follow us on LinkedIn, Facebook, YouTube, Instagram and TikTok.
