How to Close the Skills Gap in Your Office Services Team

Article

The pace of change in office services is relentless. One month you’re rolling out AI-driven systems to your mail specialists that analyze and categorize incoming mail. The next month, you find you’d like your logistics specialists to have competence in standardized supply regulations and digital record-keeping. The thing is, these systems and tasks are new to many on your staff.

Technological advancements and changing workplace demands like these are creating skills gaps in office services more than in other administrative areas, according to Robert Half’s latest Demand for Skilled Talent report.

Left unchecked, these gaps can drag down response times and frustrate colleagues in other departments. By acting now, you turn disruption into a training roadmap and ensure your team is ready for these and future changes when they appear.

Tackling Skills Gaps in Office Services

The state of play—what the data tells us
Weave AI into everyday workflows
How to invest in targeted training and office services upskilling
Tap into contract talent to fill skills gaps
Create project teams that span departments

The state of play—what the data tells us

Technology is raising the bar faster than teams can stretch. Another Robert Half survey found that 96% of employers have already integrated generative AI into their daily workflows or plan to do so soon. No surprise that 72% of managers list closing skill gaps as a top concern for 2025.

So, what can you do as a manager about these office services upskilling challenges? Let's look at practical ways to build your future-ready workforce.

Weave AI into everyday workflows

AI isn’t the only new technology around, but it’s arguably the most transformative one at present. When implemented thoughtfully, AI handles routine tasks while people focus on what they do best—using judgment, showing empathy and navigating complex situations. As Robert Half's conversation with Office Dynamics International highlights, AI should enhance relationship-building skills, not replace them. The focus on relationship-building skills is especially important in office services, where personal communication and problem-solving are often core to the role.

Start small and scale up:

1. Focus on a specific challenge—Start small with tasks like mail sorting and delivery tracking. Instead of staff manually tracking incoming and outgoing packages or documents, arrange for training so they know how to let AI systems automatically categorize and prioritize items.

2. Build in human oversight—Incorporate a quick two-person check on AI-generated meeting room schedules or digital records. One person verifies that meeting times and room assignments are accurate and comply with any internal policies, while another checks the language used in automated meeting invitations or notifications to ensure it aligns with your organization’s professional tone and style.

3. Get team input right away—Develop an easy way for team members to flag errors or inaccuracies in AI-driven tools, such as misfiled documents or incorrect processing on claims such as insurance claims, medical claims, or internal reimbursement claims. Encourage feedback loops by giving staff an opportunity to offer suggestions for improvements, which not only helps resolve issues but also builds a sense of ownership over how these tools evolve.

4. Foster peer-driven AI learning—Assign rotating leads for smaller AI-driven projects, such as automating document management or optimizing meeting room scheduling. This hands-on exposure will empower staff to experiment with digital tools, while cross-training with peers fosters shared accountability and collective growth of AI expertise across the office services team. Over time, this can strengthen the team’s ability to leverage technology for greater efficiency and accuracy.

By starting small with specific office services tasks and gradually expanding AI’s role, you’ll be able to scale up the technology adoption smoothly while maintaining strong human oversight and engagement.

See how AI-powered skills gap analysis can give you a clear view of your team's strengths and what’s missing.

How to invest in targeted training and office services upskilling

When your team members see how today's lesson helps them tackle tomorrow's tasks, skills gaps that office services teams face begin to close. Here's how to make learning stick:

Keep upskilling bite-sized and practical. Quick tutorials like a five-minute video on spreadsheet tricks or a brief walkthrough of a new software feature that are tackled during the workday may be more effective than lengthy training sessions. Short tutorials can be easily integrated into daily routines without causing major disruptions. Team members can choose when to engage with the tutorials, making it more convenient and personalized. Regularly ask participants for feedback on the tutorials to ensure they are helpful and relevant.

Measure what makes a difference. Keeping a list of who attended training sessions is no way to track real improvements in bridging skills gaps. Instead, focus on identifying key performance indicators (KPIs) such as response times for internal requests, accuracy in mail sorting, reduction in processing errors, and satisfaction scores from internal departments or clients who interact with the team. Regularly monitor and report these metrics to capture real progress over time. Tangible results like faster processing times or improved service quality help justify continued investment in upskilling your office services team and building your future-ready workforce.

Create learning partnerships. Set up skill-swap sessions where team members teach each other their specialist areas. Someone who excels at efficient document management can share tips while learning about improving client communication processes from a colleague. This peer-to-peer exchange builds confidence across the whole team.

Make mentoring a daily habit. Skills gaps in office services teams shrink fastest when knowledge flows in all directions. When assigning mentors, don't assume younger staff are automatically the most tech-savvy on your team—seasoned professionals often have decades of practice with core tools like Excel and Outlook, plus strong troubleshooting skills. The key is matching people with different strengths: someone who's mastered automated scheduling tools pairs with a colleague who excels at handling complex office logistics and client interactions.

Build this exchange into the normal workday. A quick coffee chat or a 15-minute debrief after working together on a project—these small moments of mentoring add up.

Explore seven practical ways to support career development and keep your office services team moving forward.

Tap into contract talent to fill skills gaps

When facing skills gaps in office services teams, bringing in experienced contractors can jump-start improvements. A specialist who has tackled similar challenges at other organizations brings proven solutions and fresh perspectives.

Take a dispatch system upgrade, for example. A contract dispatcher who has already implemented automated dispatch systems elsewhere can guide your other dispatchers through common pitfalls while training them on best practices. Smart organizations get these contractors to document their methods and tips before they leave, creating practical guides that preserve valuable knowledge.

And if a contractor proves to be an exceptional fit? Converting them to a permanent role can be a savvy way to secure hard-to-find skills without a lengthy recruitment process.

Create project teams that span departments

To build a future-ready workforce, sometimes the best classroom is a small interdepartmental team. When people from different parts of the organization collaborate, they naturally share skills and fresh ideas.

Pick a clear goal and deadline—Define a specific objective and set a realistic timeline to keep the team focused and motivated.

Mix up the team purposefully—Put together people with different day-to-day roles. Depending on the project, an office coordinator, a receptionist and someone from finance can each bring unique perspectives and skills to share.

Bridge team boundaries—Have your project group present their solutions to other departments. When teams see how others solve problems, good ideas spread naturally.

As tech evolves and workplace needs shift, it's no wonder skills gaps are popping up across office services. But building a future-ready workforce isn't entirely about chasing every new technology. It's about creating an environment where people feel confident exploring change, sharing knowledge and solving problems together. When your office services team knows they have the support to learn and grow, they'll lead the way themselves.

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