Anna DziubinskaAmulet Security managing director Kieran Mackie comments on a reported increase in incidents of physical and verbal abuse against retail staff in the UK.
A new British Retail Consortium (BRC) survey reveals violence and abuse towards UK shop workers rose to an average of 1,300 daily incidents in 2023 representing a 50 per cent increase in a single year. A BBC report has also detailed how retail staff face verbal abuse, racial abuse, sexual harassment, and even physical assault – in addition to risks associated with protecting their place of work from shoplifting.
These developments are incredibly concerning. Front-line staff in retail positions deserve to work in safe and supportive environments. The BRC’s figures highlight the importance of a security presence in retail spaces.
Security personnel provide much more than a physical presence. They are required to have soft skills that can help de-escalate threatening scenarios and communicate with people displaying violent or concerning behaviour.
Security officers represent a layer of protection that can deter people from committing crimes and abuse. This is especially important considering that 60 per cent of BRC respondents stated that the police response was poor or very poor. This suggests that a safety presence is needed prior to police intervention.
Security personnel provide much more than a physical presence. They are required to have soft skills that can help de-escalate threatening scenarios and communicate with people displaying violent or concerning behaviour. This should be the first option, with physical intervention only used as a last resort. It’s up to security providers to ensure that their officers are equipped with the necessary soft skills.
In shopping centres, having an on-site security presence means officers are close by and on call without being obtrusive, and is much more cost effective than each individual outlet hiring their own security. Officers also function as customer support throughout the area, helping direct people and answer questions, which is again where those soft skills are useful.
No retail worker should be scared to go to work or anticipate harassment or abuse of any sort. Security officers can help reduce the likelihood of abuse and reassure retail workers that they are protected.
