The majority of UK frontline workers are struggling to balance their jobs with caregiving responsibilities, with many calling for more flexible shift patterns to ease the pressure, new research suggests.
Frontline workers — those in hands-on, shift-based roles such as retail staff, hospitality workers, warehouse operatives, healthcare employees and manufacturing staff — comprise a significant portion of the UK workforce. Unlike office-based employees, they cannot work remotely and often have little control over their schedules. With rising demands at home and work, many are struggling to keep up.
A study of more than 12,000 frontline workers and managers, including 877 in the UK, found that 53% of these employees are primary caregivers for children, while 13% also care for elderly relatives. Among them, 88% say managing both work and caregiving is a major challenge.
The findings, published in the Perspectives from the Frontline Workforce report by workforce solutions provider UKG, show widespread demand for greater flexibility in scheduling. Nearly half (46%) of UK frontline employees want more control over their hours, including the ability to self-schedule or adjust shift start and stop times, the report found. A further 31% would prefer a four-day working week, and 30% want part-time options without losing benefits.
Rigid Schedules and Overtime Pressures
Despite the calls for flexibility, the research indicates that many frontline employees remain locked into rigid shift patterns that leave little room for personal responsibilities. More than a third (38%) of UK workers in shift-based roles are required to work overtime every week, while 57% must work overtime at least once a month.
For many, this is not optional. In sectors such as retail and logistics, shift patterns are often dictated by customer demand, business hours or supply chain operations. While salaried office workers can often take time off at short notice or work from home, frontline workers have little say over their schedules.
As a result, 60% of frontline workers say they do not have enough time off to enjoy life, the UKG report found. Many feel stuck in a system that does not accommodate their needs, leading to dissatisfaction, burnout and high turnover rates.
Caregiving Responsibilities Intensifying the Struggle
The findings suggest that frontline workers with caregiving duties face some of the greatest challenges. Many parents, particularly single parents, are forced to navigate unpredictable shift patterns while arranging childcare — often at short notice.
Similarly, workers who care for elderly relatives may struggle to schedule essential appointments or meet urgent care needs due to rigid work schedules.
With an ageing population, eldercare responsibilities are likely to increase in the coming years. Charities and advocacy groups have long called for workplace policies that better support caregivers, but the report indicates that many employers are yet to take significant action.
Workers Prioritising Time Over Pay
The research also suggests a shift in worker priorities. More than half (54%) of frontline workers say they would prefer additional time off rather than a pay rise, highlighting the growing importance of work-life balance.
This trend reflects a broader cultural shift in attitudes toward employment. While salary remains important, many workers now place equal or greater value on job flexibility, wellbeing and personal time. In sectors struggling to recruit and retain staff, this shift presents a challenge for employers who have traditionally relied on financial incentives alone to attract workers.
The Role of Technology in Flexible Scheduling
UKG industry insights manager Avichal Kulshrestha believes technology could be key to addressing the challenges that frontline workers face.
“Those working in shift-based sectors, such as manufacturing, retail, hospitality, distribution and logistics, don’t have the luxury of hybrid or remote working – compared to office-based colleagues,” he said. “Shift patterns are set to ensure that production can meet demand or services can be delivered against opening hours. Organisations need to redefine flexibility to make it work for the hundreds of thousands of frontline workers on whom our economy relies.”
Kulshrestha said frontline staff should be given “easier access to smarter technology that lets managers and employees manage and change schedules around work-life events is critically needed to unlock better employee engagement and higher levels of productivity”.
The Business Case for Flexibility
Beyond employee wellbeing, there is a strong business case for greater workplace flexibility, say industry observers. The UK labour market remains challenging, with worker shortages affecting multiple industries, including hospitality, transport and retail.
A rigid approach to scheduling may discourage skilled workers from staying in their roles, contributing to high turnover rates and recruitment costs. Conversely, businesses that offer flexible scheduling options may be better positioned to attract and retain talent in an increasingly competitive job market.
A growing body of research supports this. Studies have shown that employees who feel they have control over their schedules are more engaged, productive and less likely to leave their jobs. Flexibility can also reduce absenteeism, as workers are better able to manage their personal responsibilities alongside their professional commitments.
Policy and Employer Response
While some businesses have begun adopting more flexible policies, the UKG report suggests that many frontline workers still lack meaningful options. Certain companies have introduced self-scheduling platforms or flexible shift swapping, but uptake remains inconsistent across industries.
Policymakers have also started to take note. The UK government has made moves to strengthen workers’ rights through initiatives such as the proposed Employment Rights Bill, which aims to extend flexible working rights. But critics argue that current legal protections do not go far enough for shift-based workers.
Trade unions and advocacy groups have called for more comprehensive measures, including stronger rights for caregivers and clearer regulations around mandatory overtime. Some have also pushed for policies that require employers to offer predictable schedules and greater input from workers in shift planning.
Flexibility a Main Issue
As businesses face increasing pressure to improve employee retention and engagement, flexibility is likely to become a key issue in workforce strategy. The latest findings underscore a growing disconnect between what many frontline workers want and what their employers are currently offering.
With demand for flexible scheduling on the rise, businesses that fail to adapt may struggle to maintain a stable and motivated workforce. Those that proactively invest in flexibility — whether through policy changes, technology or cultural shifts — may gain a competitive advantage in attracting and retaining talent in the years ahead.
The UKG study was conducted by research firm Walr between June and July 2024.
