With shifting legislation, rising expectations, and relentless pressure, keeping up is no small task. We caught up with Kim De’ath, Director of Customer Experience, to explore what’s driving client expectations and what recruiters need to do to stay ahead.
In today’s climate, global, economic, and social forces have pushed organisations to take a closer look at how they operate - scrutinising partners, systems, processes, and spend. With businesses holding themselves to higher standards of efficiency and value, they’re now expecting the same from the agencies they work with.
“It’s Not Just About Filling Roles Anymore”
“Clients aren’t just looking for someone to send over CVs,” Kim begins. “They want a partner who understands their business inside out. They want someone who can anticipate challenges, offer solutions, and help them make smarter decisions.”
This expectation has always been part of recruitment; it's always mattered for success. The difference today? The dial has been turned up. Kim points to several forces driving this shift: globalisation, tighter budgets, and the sheer speed at which businesses now operate. “Companies are under pressure to move fast, but they can’t afford mistakes. That means recruiters have to deliver both speed and quality - and that’s a tough balance.”
Speed Matters - But So Does Substance
Kim is clear that speed is non-negotiable. “If you’re slow, you lose the best candidates. It’s that simple. Roles staying open for weeks can stall client’s projects and cost businesses money.” But she’s quick to add that speed without substance is pointless. “Clients don’t just want a quick hire. They want the right hire. A bad placement is more expensive than no placement at all.”
Recruiters need to streamline processes, use technology intelligently, and keep communication flowing. “Momentum builds trust,” Kim says. “When clients see you moving quickly and confidently, they feel you’re in control.”
Quality Is the New Currency
“Quality has always mattered,” Kim admits, “and now there’s a much higher bar for getting it right.” With skills shortages and high competition for talent, clients expect recruiters to go beyond matching CVs to job specs. “They want cultural fit, long-term potential, and compliance nailed down. They want to know you’ve done the homework.”
Kim stresses that quality isn’t just about candidates - it’s about the entire experience. “Accuracy in contracts, clarity in communication, and smooth, compliant onboarding all matter. If you get those wrong, it damages trust.”
Flexibility Is No Longer Optional
Economic uncertainty has made flexibility a top priority. “Clients need partners who can adapt quickly,” Kim explains. “Hiring plans don’t stay the same for long. Flexibility is key to keeping up.”
Flexibility isn’t just about timelines however - it’s about approach. “Clients want options. They want someone who can handle contractors hires today and permanent placements tomorrow. They want global reach when needed. If you can’t pivot, they’ll find someone who can.”
Adding Real Value
Kim is passionate about this point: “Clients want more than a process - they want insight. They’re looking for recruiters who can help them make better decisions, not just manage transactions. That means sharing data and insights, market trends, salary benchmarks, and competitor intelligence. It’s about being proactive, not reactive.”
She adds that value also comes from protecting the client’s reputation. “Every interaction with a candidate reflects on the end client. If you handle it well, you strengthen their brand. If you don’t, it can damage trust. Recruiters who understand this and act accordingly become indispensable.”
Compliance Is Critical
“Compliance used to be a box-ticking exercise,” Kim says. “Now it’s a business risk.” With remote work and global hiring, regulations are complex and constantly changing. “Clients need recruiters who can guide them through this minefield. If you can’t, you’re not just failing them - you’re exposing them.”
Kim advises recruiters to stay ahead of legislation and make compliance part of their value proposition. “It’s not glamorous, but it’s essential.”
The Bottom Line
Kim’s message is clear: the role of the recruiter is even more important. “You’re not just a supplier anymore. You’re a strategic partner. That means listening, anticipating, and delivering more than anyone expects.”
She pauses before adding: “Ask yourself - are you really doing that? Because if you’re not, someone else will.”
Looking Ahead
Kim is optimistic about the future - but only for those willing to evolve. “The agencies that actively refine and improve their approach will thrive. They’ll attract better clients, better candidates, and stand out in a crowded market.”
Her final thought is simple: “Client expectations of suppliers and partners are high and always shifting. The question is, are you ready to keep up with them?”
For more practical strategies on how recruiters can adapt, read the full blog:
Changing Client Expectations: How Recruiters Can Stay Ahead.
Or
Download 3R’s Guide to Agency Evolution.
