Retailers have been urged to improve workplace wellbeing after a new report by retail industry charity the Retail Trust found poor mental health is causing nearly one-third (31%) of retail call centre staff and 29% of Gen Z workers to take time off work.
The survey found one in six (17%) have missed at least a day of work due to poor mental health this year with call centre staff and younger workers twice as likely to have called in sick.
Nearly three-quarters (71%) of all retail employees surveyed said that mental health issues are also causing them to underperform at work.
More mental health training, improving workplace cultures and providing staff with more self-help tools to manage and measure their wellbeing are some of the recommendations included in the Retail Trust’s health of retail report.
Chris Brook-Carter, chief executive of the Retail Trust, said:
While retail employers may not be responsible for causing their staff’s mental health issues, they are paying the price in absenteeism and underperformance. They must continue to invest in training, create more positive work cultures, and implement preventative measures to mitigate the mental health challenges their workers face.
Chris Brook-Carter, chief executive of the Retail Trust
Lonely, anxious and struggling to sleep
82% of younger workers also reported deteriorating mental health over the last year while nearly half (46%) of call centre staff said they often feel lonely at work.
Anxiety and sleep-related issues were also found to be on the rise across the retail workforce, with 67% of staff reporting increased anxiety, up from 63% in 2023, and 58% now experiencing poor sleep compared to 53% last year.
There were also year-on-year increases in the number of people feeling overwhelmed (from 49% to 53%) and struggling to think clearly (42% to 46%).
Nearly 44% of retail workers cited the rising cost of living as a significant factor affecting their mental health, while 33% of store workers reported that abuse from customers had negatively impacted their wellbeing.
Four ways to positively impact staff wellbeing
Doubling down on culture
With the root cause of many colleagues’ struggles starting beyond the boundaries of work, the workplace should be a place where they can thrive. Building a culture where colleagues have a sense of belonging and feel they have skin in the game can provide a substantial wellbeing boost.
Invest in people
The best retailers are embracing the multiplier effect that good line managers can have on the wellbeing of their teams and beyond, and are investing in upskilling and supporting them in new ways. Colleague wellbeing can also be boosted if they feel invested in. This means increasing access to training and having clear paths of career progression for all.
Demystify uncertainty
Retailers interviewed for the report said that helping colleagues cope with uncertainty is their biggest challenge for the year ahead and the key to this is embracing a transparent culture of openness and honesty about change, which starts right at the very top.
Focus on the human side of customer abuse
While elements of the customer abuse epidemic are out of retailers’ hands, they can control how they support their colleagues. This starts with training on de-escalation and empowering them to walk away from sales, and follows through to providing the necessary after care to those affected.
Joanne is the editor for Workplace Wellbeing Professional and has a keen interest in promoting the safety and wellbeing of the global workforce. After earning a bachelor's degree in English literature and media studies, she taught English in China and Vietnam for two years. Before joining Work Well Pro, Joanne worked as a marketing coordinator for luxury property, where her responsibilities included blog writing, photography, and video creation.
