The Ultimate Guide to Retail Security

In this guide, we will examine retail security work in greater detail, exploring the demands of the job, as well as what makes a retail security operative effective, and why. Join us in saluting these all-too-often unsung heroes and learning more about what they do and why it is so important.

What is Retail Security?

In simplest terms, retail security is the protection of retail spaces (e.g., shops), as well as the people in and around them from threats such as theft, vandalism, violence, abusive or anti-social behaviour, acts of terrorism, and more besides.

Retail security can include things such as CCTV operation, as well as other devices allowing staff greater visibility over the store (e.g., mirrors, or cameras in self-service checkouts). It may also include locks, alarms, tags, and security barriers, as well as the implementation of security-conscious store layouts and safer storage of goods (e.g., expensive items being kept behind glass).

In many cases, retail security also includes the employment and implementation of retail security operatives.

There are many strategies that can be used to increase the safety of a retail space. Most shops employ more than one of the tactics described above. However, this feature will discuss what is, in our view, the most effective deterrent to would-be troublemakers and criminals in retail spaces: the retail security operative.

Duties of a Retail Security of Operative

An RSO’s primary goal is to ensure the safety of customers, staff, and the retail space itself. The secondary goal of an RSO is to discourage or otherwise prevent theft from the retail area. However, as with all security-based positions, there are extra responsibilities to consider.

In addition to acting as a visual deterrent, an RSO must be able to step in during instances of aggression or rowdiness that may occur between customers, or between customers and staff members.

Customer service and acting in the capacity of a staff member (where needed or appropriate) could also be considered the duty of an RSO.

An RSO is also responsible for ensuring that all safety and emergency procedures are followed.

Some shops will expect their security operatives to safely apprehend and detain would-be thieves or unruly customers, while others will discourage this, preferring instead that the operative acts only as a visual deterrent, and simply refer the issues to the police when they are called.

What Makes a Good Retail Security Operative?

A good RSO is vigilant and observant, with strong interpersonal and communication skills.

An effective RSO, then, will have keen observation skills, in particular the ability to reliably spot thieves and suspicious activity, without bothering innocent customers who have transgressed in no way.

A lot of people with no security experience will complain or joke about the security operatives in stores ‘watching’ or ‘eyeballing’ them. However, this is a misconception. In many cases, store policy does not allow RSOs to arrest or detain troublemakers. Instead, they are required to give detailed statements to the police, including physical descriptions. As a result, part of an RSO’s job is to quickly notice and remember the faces, clothing, and distinguishing features of customers as they enter the store. If an RSO appears to be studying a customer intently, they probably are, but this is only so that they can remember them in case an incident occurs.

Customers in busy stores are many and numerous, and an RSO must keep an eye on a lot of people at once. They must watch for shoplifters, lost children, potential troublemakers, inebriated customers, and more besides. As a result, good observation skills are crucial.

A tidy, professional appearance is also important. Store owners usually require their security operatives to look professional, but not stand out too prominently. Security that is too visible or eye-catching may ward off potential customers as well as criminals. A good RSO, then, will be smartly presented and dressed, so that their presence is noticeable, but at the same time understated and non-threatening.

As with a DS, an RSO is, essentially, a brand ambassador for the business or enterprise. Ergo, one of the most important traits of an RSO is their presentation and approachability.

Store managers want retail staff that are friendly, professional, and helpful – and they will require much the same from their security operatives. Customer service is part of an RSO’s job to a greater extent than it is with many other security positions.

A good RSO is always alert and is ready to spring into action at any time. They are also honest and trustworthy (a trait required by all good security operatives, in any area of the industry).

A decent level of physical fitness is also important, as not only will the operative be on their feet for extended periods, but they may also need to move quickly to catch a fleeing thief or help a person in need.

It is also important for an RSO to stay up to date with new tactics and technologies, not only those created to deal with criminals and troublemakers, but also new methods of committing crimes. Thieves can sometimes be very clever indeed, and new methods of stealing (such as discreetly using contactless technology to steal from people’s bank cards) is being devised all the time. The more ‘clued in’ the operative is, the more effective they will likely be.

What Powers do Retail Security Operatives Have?

Strictly speaking, an RSO has no legal powers or rights beyond those of any other member of the public. RSOs are used by shops as more of a deterrent than anything else.

However, just like any other member of the public, an RSO can legally make a citizen’s arrest (according to the terms of the Police and Criminal Evidence Act 1984) if they witness a crime (such as shoplifting or assault) being committed. Of course, a citizen’s arrest can only be enacted in situations wherein a police officer could reasonably be expected to perform an arrest. In some cases, trained RSOs may use handcuffs when detaining someone.

An RSO may follow suspicious people around the shop at their discretion but may not harass, intimidate, or unfairly single people out based on prejudice or perceived bias.

As with all other security operatives, RSOs are bound by the laws concerning the use of reasonable force (which basically state that a threat can only be responded to by force if the force used matches that of the threat presented). We’ve written at length about reasonable force elsewhere on this site, so we won’t go into detail here. Under these rules, an RSO has the power to forcibly remove unruly or dangerous customers from the premises, just as a DS can.

RSOs do not have the power to force a search of a customer or their property. If they suspect a customer of stealing, they may request that the person turn out their pockets or open their bags but have no power to force the issue if the customer refuses this request.

An RSO does have the right to search unattended property (e.g., bags, coats, suitcases, etc), to ascertain a potential threat and/or determine the property’s rightful owner. An RSO may also search an unconscious person, as they may discover important details (such as specific medical needs, identity documents and contact details) that could help that person.

RSOs may not carry weapons but may be in possession of security equipment such as Body Cameras or two-way radios. They may also use surveillance equipment (if they are the nominated data controller, or they hold a CCTV operator’s licence).

As we stated earlier, an RSOs presence is largely passive. In theory, a potential thief, robber, or violent person will see that the premises are protected and go elsewhere. This doesn’t always happen, however. In the next section, we’ll examine some statistics regarding crime in the retail sector.

Retail Security: A Story in Statistics

In 2022, the British Retail Consortium (BRC) released the results of its latest nationwide crime survey. Unfortunately, the results do not paint a pretty picture for RSOs, retail staff, store owners, or shoppers.

Incidents of violence and abuse soared to 1301 per day in 2020 – 21, a massive increase from the 455 per day that were reported the previous year. Of these incidents, only 4% resulted in prosecution.

It could therefore be argued that 96 out of every 100 victims of such incidents did not receive any kind of justice for what happened to them, either through lacklustre reporting, lack of faith in the system, or the failure of police officers RSOs, or the justice system to adequately respond to the situation.

Unsurprisingly, 60% of the survey’s respondents regarded the police’s response to retail crime as ‘poor’ or ‘very poor’ – the same number as the previous year. No participant has named police responses as ‘excellent’ since 2012 – 13.  

The cost of retail-based incidents in the UK was an estimated £1.5Billion. This figure includes £715 Million for crime prevention and £786 Million in losses to crime itself, a figure that includes £663 Million of losses due to customer theft (employee theft amounted to £41 Million). Effectively, for every £1 lost to crime, retailers were spending another £1 to try to prevent crime.

The sharpest increase is in incidents of verbal abuse being levelled at retail staff. According to the study, this happens on average 1176 times a day in Britain. Although verbal abuse is less dangerous and destructive than its physical counterpart, it can still be incredibly damaging to a person’s mental health. Regular verbal abuse, coupled with long hours, low pay, and other stressors can have a seriously deleterious (even life-threatening) effect on many people.

Over 15% of British retail workers stated that they have experienced some form of harassment while at work

There were 21 incidents of violence resulting in injury every day, along with 104 incidents of violence without injury.

Even when faced with these sobering figures, it seems fair to say that they would be far worse without the presence of RSOs guarding British stores.

Internal Theft Vs. External Theft

It isn’t just shoplifters and burglars that steal from shops. A significant percentage of theft from shops is perpetrated by employees.

The terms used by retail security providers to make this distinction are ‘external theft’ (e.g., theft perpetrated by a member of the public with criminal intent, including shoplifting, robbery, and burglary) and ‘internal theft’ (e.g., theft perpetrated by a staff member or employee with criminal intent).

Like any incident of theft, Internal theft (referred to in business as ‘internal shrink’) can be motivated by many differing factors. Employees may be disgruntled or unhappy with their rate of pay and feel that they are ‘owed’ the money or goods they take. They may also have seen their colleagues or managers stealing and feel that this entitles them to do likewise. As with any other form of theft, they may be experiencing financial hardship, and could turn to stealing as an act of desperation. They may even suffer from kleptomania.

In some cases, retail workers simply become frustrated selling things that they cannot afford to buy themselves and this becomes their motivation for theft. Sometimes, it is simply too much for the individual to see a large amount of money or desirable items and not take some for themselves. Sometimes, it is something as innocent as the employee forgetting their bank card and ‘borrowing’ some money from the till to buy lunch. Whatever the reasons for doing so, theft is a crime, and internal theft costs UK retailers £41 Million a year in lost profits.

External theft is also a crime with many motivating factors, some of which potentially match the motivations for internal theft. These may include desperation and financial hardship, an overwhelming desire to have something that the individual cannot afford to purchase legally, the adrenaline rush caused by doing something illegal and getting away with it, kleptomania, ‘revenge’ against the shop or business for some perceived slight, selling the items for profit, peer pressure, and/or basic greed. It can also occur by accident. Customer theft costs UK retailers over £663 Million a year.

From a security perspective, it can be harder to prevent internal theft than external theft, but both present significant challenges.

Staff have more opportunities to steal from the store than customers, as they are in a trusted position, and can often be left alone with stock or money. In addition, they know the company, as well as its security measures, far more intimately than the average thief.

Some common forms of internal theft include stealing items without paying for them, taking money from the till (thanks to modern technology and working practices, it is now quite easy to identify the culprits and/or prevent this crime), ‘sweethearting’ (i.e., the act of not charging the full amount to friends or family), and ‘return fraud’, wherein an employee with use the system to ‘return’ an item they never purchased and then claim a refund or store credit on it, perhaps even in a different store.

Employee theft can be undertaken by individuals and co-ordinated groups of individuals. It can thus be quite difficult to root out and spot.

An RSO’s vigilance must therefore extend to their colleagues as well. If, for example, they notice a staff member ringing up merchandise alone at a cash register, this could be a sign of theft. Ultimately, all an RSO on the shop floor can really do is keep their eyes open, use their intellect, and pay attention to their surroundings.

Another key area of profit loss is employee mistakes. We’ve all been over or under-charged whilst shopping and, whilst both events are relatively rare, under-charging customers adds to profit loss in the same fashion as loss or breakage of stock.

Sometimes, an employee who is caught stealing will brand their act ‘a mistake’, and sometimes it genuinely is. It can be very difficult for an RSO to tell if their colleague’s mistakes are genuine or not. However, in either instance, these must be reported, and the employee must be retrained, disciplined or, in the more egregious cases, even dismissed. The operative’s job, in this case, is to protect the company’s profits, no matter their personal feelings for the colleague in question.

According to some American figures, staff errors can be responsible for as much as 20% of a retailer’s annual loss. So, mistakes made in retail can be costly indeed.

The Importance of Retail Security Operatives

This is a pivotal time for physical retail spaces. Ever more frequently, we hear stories of ‘the death of the high street’. Factors such as rising store rental costs and competition from online stores mingle with economic hardships and a lack of disposable income to cause economic uncertainty that can crush even large, established businesses. As such, it has never been more important for British retailers to secure their staff, customers, profits, merchandise, and premises.

In today’s world, more and more retailers, be they global chains or small businesses, are realising the importance of every customer they greet, and every penny they earn. A happy, well-treated customer (even one who is only window shopping with no intent to buy) will likely return, and/or will recommend the store to others.

Issues such as vandalism, undesirables loitering in the store, and a reputation for being unsafe are likely to disincentivise shoppers from visiting. On the other hand, a clean, well-kept store that feels safe and welcoming is highly likely to get more business. The visible presence of friendly RSOs can go a long way towards achieving this desirable atmosphere, as they can discourage vandals, eject undesirables, prevent theft, and protect shoppers, staff, merchandise, and money.

The presence of a trained security operative sends a clear and calming message of safety, allowing shoppers to peruse at their leisure in a gentle, relaxed manner; a manner more conducive to spending money and enjoying their visit.

RSOs deter would-be thieves, ensure the safety of staff and customers alike, and can also assist in a limited amount of customer service functions, acting as a friendly, approachable authority figure, or helpful source of information (they are usually happy to offer directions to lost shoppers) as required. They are on-hand to deliver emergency medical aid where needed, to provide leadership in a crisis, and be a reliable and credible witness, capable of giving detailed and accurate statements to police if crimes do occur.

Put simply, retail security operatives are a vital part of the modern shopping experience, whether you are a shopper or a store owner. These days, you can’t afford not to invest in security.

Ways to Improve Retail Security

By now, we’ve hopefully established the importance of securing all retail spaces. A good RSO, supplied by a trustworthy, reputable firm, will do everything in their power to ensure the safety of customers, staff, goods, and the space itself, but even the best RSOs are just people.

There is more to securing a space than simply trusting someone to guard it. The following measures will make an RSO or security team many times more effective.

Technological measures such as burglar alarms, CCTV, alarm systems, electronic article surveillance (EAS), and even panic buttons can all be of great use. We have reviewed many such products on this site, and we recommend discussing options with a security consultant to decide which of these would be most effective for the space in question.

We also recommend adopting a system of smart inventory management which digitally scans all stock and provides an accurate assessment of how much there is. This is an especially useful tool for the prevention of internal theft.

However, a lot of the most effective (and least expensive) security measures are decidedly low-tech. Anti-theft signage, for example, is a useful and easily affordable measure. An eye-catching sign that informs customers that ‘shoplifters will be prosecuted’ lets people know that, as polite and professional as the staff and management hopefully are, there is a zero-tolerance policy in place when it comes to shoplifting. Locked display cases can also help to frustrate would-be thieves.

Optimising store layout to ensure that the most expensive items are impossible to reach without the help of a member of staff is also useful. Items placed by the door, for example, are very easy for a person to grab and abscond with, and even the best RSO would have trouble preventing such a theft. The entrance to the retail space should not contain easily accessible merchandise outside of window displays. To offer another example, cash registers or self-service checkouts should be placed at or near the exits, forcing customers to pass them on their way out of the store.

In addition, a security expert should be able to run a site survey of the space, exposing any weak points and suggesting solutions that will keep the space even safer.

By far the most effective low-tech tools, however, are good working practice, staff training (e.g., spotting the signs of shoplifting), and the cultivation of a well-compensated, highly-motivated, and happy staff.

A team of employees who are honest, dedicated, fairly paid, and well treated will be more likely to keep an eye out for thieves and/or report colleagues who are engaged in theft. Essentially, employees who have the least motivation to steal or turn a blind eye to theft will be the ones least likely to steal or turn a blind eye to theft.

Anti-theft training, as well as the formation of (and strict adherence to) company policies concerning shoplifting and other forms of theft (if these are not already in place) should go a long way towards ensuring that both internal and external losses are kept to an absolute minimum.

In Conclusion

In closing, retail security operatives are all-too-often overlooked by shoppers, staff, and even management, yet they are a vital part of the 21st century shopping experience in the UK. They are protectors, they are brand ambassadors, they offer peace of mind to their employers and valuable aid to their colleagues, and they are ready to guard against everything from medical emergencies to acts of terrorism. In some cases, they can even save lives.

In February of this year, 59-year-old retiree David Williamson was shopping in the Barnes Hill, Birmingham branch of ASDA when he began to experience chest pains and collapsed. Responding quickly, staff at the store phoned for an ambulance, but were told that it might take “several hours” to arrive. One of the store’s security operatives, named Jordan (no last name given) took it upon himself to drive David to the nearest hospital, very possibly saving his life.

Another incident occurred in November the previous year at an ASDA store in Leeds. This time, security operative Danny Kesler witnessed a man fall into the River Aire on CCTV. Kesler ran to the man’s aid and used a length of cable to save his life.

These are just two recent incidents plucked from many possible options. From their tireless vigilance to the extra roles they have fulfilled during the pandemic, to their protection of businesses in these rough-and-tumble economic times, retail security operatives are totally indispensable.