Client Relationships Matter in Recruitment (and Not Just Because It Keeps Me in a Job)
The other day, I caught up with an ex-colleague who couldn’t quite wrap his head around my move from a 360-degree recruitment role into a dedicated client relations position. He even mentioned that his boss would see my role as a bit of a luxury—something nice to have, but non-essential. For me, it’s the opposite: client relations is essential to delivering a truly valuable recruitment service, and it’s a role that I think more agencies could benefit from.
One key benefit of a dedicated client relations role is early problem-solving. Challenges inevitably come up in some hiring processes, but when we’re aware of them early, they’re usually manageable. Regular check-ins allow us to spot potential issues—whether it’s a mismatch in expectations, concerns about candidate fit, or changes in business needs—before they escalate. Many clients also feel more comfortable raising concerns or problems with the client relations team rather than directly with the person delivering the recruitment. It’s human nature; some people naturally shy away from conflict, but the strength of the relationship we build in client relations often makes these conversations easier and more constructive. This proactive approach not only saves time and reduces stress but also fosters a more open, collaborative environment, leading to smoother placements.
Another huge part of my role is keeping a pulse on the trends and changes that impact our clients, helping them make informed decisions. By staying closely connected to businesses, I can spot shifting hiring patterns, sector-specific challenges, and emerging candidate expectations and pass these insights along. From changing candidate expectations to the latest skills shortages in finance, these insights give clients a competitive edge and make the recruitment process that much smoother.
With a sole focus on client relations, I can also be far more proactive with regular client meetings, post-placement check-ins, and thorough aftercare. Colleagues in 360-degree roles are often juggling a lot, balancing client care, candidate sourcing, and closing placements. It’s a hard task, and for me, specialising in one area allows a deeper focus on long-term client success. I find great satisfaction in being a “master of one,” which helps me maintain the kind of ongoing, proactive relationships that clients really value.
Of course, there’s also the more personal side to the role. We don’t talk business 24/7, and some of the best conversations happen over shared interests. Getting to know clients beyond their job titles builds genuine connections and trust. For instance, I have a “green-fingered” client who takes gardening to a new level, complete with a backyard bar and beer taps. Then there’s the Head of HR who shares my passion for the Madchester music scene—we’ve even compared our collections of music-themed tea towels!
Another favourite is a Financial Controller who’s more often on a snowboard than at his desk, and an HR manager who keeps me up to speed on every cruise line in existence. I also regularly trade travel recommendations with a TA Manager who has holiday suggestions for every season.
Ultimately, client relations aren’t just a “nice to have”—they’re the glue that holds long-lasting partnerships together. Building trust, creating personal connections, and supporting clients’ long-term success is what makes recruitment rewarding for me. And, if I’m honest, it’s these relationships that keep me excited to come to work every day.