Retailers urged to act as mental health crisis hits call centres and Gen Z
Retailers across the UK are being urged to prioritise workplace wellbeing after a report from the Retail Trust revealed that poor mental health is causing significant levels of absenteeism among retail workers, particularly those in call centres and from Generation Z.
The new findings, part of the charity’s latest Health of Retail report, show that nearly one-third (31%) of call centre employees and 29% of Gen Z workers have taken time off due to mental health struggles this year.
The survey, which gathered responses from over 1,300 retail workers, found that one in six (17%) had missed at least a day of work due to mental health concerns in 2024. Call centre staff and younger employees were twice as likely to call in sick compared to other groups. In addition, nearly three-quarters (71%) of all retail workers said mental health issues were hindering their ability to perform effectively at work.
Key Findings:
- 31% of call centre staff and 29% of Gen Z workers have taken time off due to mental health issues.
- 71% of retail workers report underperforming due to mental health struggles.
- Retailers urged to improve mental health support and workplace culture.
Chris Brook-Carter, Chief Executive of the Retail Trust, highlighted the serious implications for the UK’s retail sector: “Retail is the largest employer outside the public sector, and these findings have profound implications for the workforce. While many retailers are already taking steps to address mental wellbeing, much more needs to be done—particularly for younger workers and call centre staff.”
The report follows the launch of the Retail Trust’s Retail People Index earlier this year, which found that half of retail employees are at risk of quitting their jobs after Christmas due to declining wellbeing during the colder months.
The Health of Retail report suggests several ways retailers can tackle the growing mental health crisis, including increased mental health training, cultivating positive workplace cultures, and providing staff with more tools to self-manage their wellbeing. Retailers are also encouraged to adopt practices such as listening more effectively to staff concerns, empowering self-care, and addressing customer abuse.
Anxiety and sleep issues are on the rise within the retail workforce, with 67% of staff reporting increased anxiety, up from 63% last year, and 58% experiencing poor sleep, an increase from 53% in 2023. Feelings of loneliness were especially high among call centre staff, with 46% often reporting they feel isolated at work. Nearly half (44%) of all retail workers cited the rising cost of living as a major factor affecting their mental health, while one-third reported that abuse from customers has worsened their wellbeing.
In light of these findings, the Retail Trust is calling on retailers to make mental health support a priority to reduce absenteeism and improve staff performance. Brook-Carter concluded: “Retailers may not be responsible for causing their staff’s mental health issues, but they are paying the price in absenteeism and underperformance. Continued investment in training, positive cultures, and preventative measures is crucial.”
The Retail Trust, which has been supporting retail workers since 1832, works with over 200 retailers to provide mental health support. The charity has partnered with Foot Anstey, Nutun, Peoplesafe, and Sabio to produce the latest Health of Retail report.
For more information, visit www.retailtrust.org.uk.
