Following a surge in violence and abuse against retail workers, the government may introduce legislation to make assaults against retail workers a specific criminal offence.
According to the British Retail Consortium, there has been a surge in violence and abuse, up from almost 870 cases per day to a staggering 1,300. A new bill could mean that customer-facing businesses will be responsible for ensuring standards are upheld, both for compliance purposes and to demonstrate commitment to worker safety and wellbeing.
Read more: Violence against retail staff escalates
However, retail workers are not the only people at risk. For example, in Kent and Sussex, more than 1,700 attacks against hospital staff were reported in 2022.
Pioneering legislation to protect and support retail workers would mark a transformative shift in worker rights, and could set a benchmark to inspire global change in workplace safety standards in other industries.
It would represent the beginning of a movement towards recognising and protecting the underserved frontline workforce.
But the onus is on employers to not only adhere to legal requirements but to set an example for other regions by demonstrating how effective and supportive workplace practices can be rolled out and how the business' bottom line can benefit from it.
By championing legal changes, employers can help shape a future where worker protection is not just a legal obligation but a core value driving industry-wide improvements.
Understand the scale of the problem
For leaders to see clearly what needs to change, they need insight into what frontline workers are experiencing in their own organisations. Business leaders should work with their HR teams and managers to collect feedback and workplace data, from post-shift satisfaction to instances of absenteeism, so that organisational leaders can develop specific policies and values for creating a safer and more supportive work environment.
Create a feedback culture
Implementing a healthy feedback culture is the bedrock of a transparent and supportive workplace. By encouraging employees to share their experiences at the end of each shift, managers can proactively address concerns immediately and within context, without delay.
When frontline workers are connected and supported by their colleagues and leaders, it not only enhances their individual wellbeing but benefits the overall company and the industry. Overall, businesses stand to benefit from this practice as it allows them to hold onto the best customer-facing talent, reduce attrition rates and create an environment where the community can grow and flourish.
Read more: How to address silent burnout among frontline workers
Action beyond advocacy
Introducing a law protecting retail workers – driven by a joint letter from CEOs of retail companies such as Tesco and Primark – would mark a significant step forward. But while lobbying for legislative action is a commendable, it is crucial for business leaders, specifically CEOs and senior executives, to move beyond merely supporting new laws externally and actively engaging in their implementation.
To create genuinely safe and supportive working environments, leaders must equip managers with the right tools and resources. This includes providing regular conflict resolution training and investing in technologies that enhance communication and support.
After all, managers are responsible for transforming legislative intent into practical, everyday support, and they will apply these strategies on the ground. The wellbeing of hourly workers cannot rely solely on external laws; it requires proactive measures and a commitment from company leaders to support their managers in enacting these policies day-to-day.
Sejal Patel Daswani is chief people officer for Deputy, a workforce management technology platform
