
Kirsty Chan
Divisional Director - Business Operations
When I joined the recruitment sector in 2005, I didn’t set out with a long-term career plan. Like many people at the time, I ‘fell’ into recruitment (a story for another day). What I quickly discovered, though, was that this is an industry that rewards resilience, values relationships, and requires a thick skin.
Back then, recruitment looked very different.
LinkedIn existed, but it wasn’t what it is today. Candidate sourcing meant hours and hours on job boards, manually searching CV databases, cold calling from printed lists and paper registration cards which would be completed in face-to-face registrations – for many people who worked in recruitment at that time, as cliché as it sounds I am sure you would agree they really were the ‘good old days!’
Your phone skills were critical. If you couldn’t build rapport quickly, handle objections, or hold a confident conversation, it was hard to survive. I still remember my first sales call in a busy open-plan office - heart racing, colleagues listening, learning very quickly how to find confidence under pressure. Those 'uncomfortable moments' shaped me more than any training course ever could.
What hasn’t changed in twenty years is the importance of relationships.
In the early days, recruitment felt deeply personal. You met people face-to-face. You spent time understanding hiring managers beyond a job brief. Trust was built through consistency, honesty, and delivery - not response times or analytics dashboards. Some of those early relationships have lasted my entire career.
Technology has completely transformed how we now operate. Social media, AI, automation, video interviews, and data insights have accelerated everything. What once took days can now take minutes. Expectations are higher. Timelines are tighter.
But at its core, recruitment is still about people making life-changing decisions.
No amount of technology replaces emotional intelligence, the ability to truly understand someone’s motivations, concerns, ambitions, and pressures.
After two decades in the industry, recruitment has taught me the importance of listening, adapting quickly, and how to handle rejection without taking it personally (something that’s still a work in progress when you care deeply about what you do). It’s taught me patience, perspective, and the importance of doing things properly, even when shortcuts are tempting.
For anyone starting out or for those feeling the pressure of recruitment here’s my advice:
- Build resilience early. Rejection and tough conversations are part of the job - don’t let them define you.
- Communication is key – update your candidates and clients even if you don’t have an update.
- Build real relationships, not just networks.
- Don’t avoid difficult conversations or questions - that’s where growth happens.
- If your gut is telling you something about a person or a situation – you are usually right.
- Remember that behind every CV and every job brief is a person making a significant life decision.
Despite all the change and challenges over the past 20 years, one thing remains true:
Recruitment isn’t just about filling roles. When done well, it builds careers, shapes businesses, and genuinely changes people’s lives.

Author - Kirsty Chan (Divisional Director - Business Operations)














