Organised shoplifting and abuse of shop staff are best tackled with a mix of store design, trained security officers, good evidence and consistent reporting to police. Officers deter and record, support staff in difficult conversations and act within the law. The aim is to protect people first, and stock second.
Why retail crime feels worse than it used to
Retailers and their staff report more theft, more repeat offenders and more aggression when people are challenged. Some of it is opportunist, some is linked to addiction, and some is organised, with groups stealing to order and selling on. Whatever the cause, the people who bear it are shop staff, who are often young, working alone or in small teams, and expected to deal with it.
Before buying security, be clear what problem you are solving. Losses from one high value aisle need a different answer from abuse at the till at closing time.
Signs of organised shoplifting
Organised shoplifting looks different from opportunist theft. Patterns to watch for include:
- Groups entering together then splitting up to distract staff.
- The same few products taken repeatedly, often high value and easy to resell.
- Bags lined to defeat security tags, or large empty bags carried in.
- Thefts at the same times, often shift change or when stores are short staffed.
- Visits across several branches in a short period.
- People who are confident, quick and unconcerned about being seen.
Protecting staff from abuse and violence
No product is worth a member of staff being hurt. Make that the first line of your policy, and make sure staff believe it. Clear guidance on when not to intervene, how to call for help and how to report an incident does more for safety than any single piece of equipment.
Practical measures include panic alarms or radio links, body worn cameras for staff or officers, a refusal and incident log, keeping lone working to a minimum at higher risk times, and a manager who follows up every report. Parliament has been considering a specific offence of assaulting a retail worker. Check legislation.gov.uk or GOV.UK for the current position.
What can a retail security officer lawfully do?
Security officers in England and Wales do not have special police powers. In general they can:
- Deter theft and abuse by being visible and engaging with customers.
- Refuse entry or ask someone to leave on the retailer’s behalf.
- Observe, record and report incidents and give evidence.
- Make a citizen’s arrest in limited circumstances under section 24A of the Police and Criminal Evidence Act 1984, using no more force than is reasonable.
- Call the police and hand over evidence.
Why detentions should be the exception
Arrest and detention carry real risk to the officer, the public and the business. Many retailers now adopt a policy of deter, record and report rather than detain, except in specific circumstances. Agree the policy in writing with your security provider and make sure officers are trained on it. A detention that goes wrong can lead to injury, complaints and claims.
Store layout and practical deterrence
Many improvements cost little:
- Keep high value lines in view of the till or in locked cabinets.
- Use dummy packs or display only stock for the most targeted items.
- Keep sight lines clear and avoid blind corners near exits.
- Greet customers at the entrance. People who plan to steal dislike being noticed.
- Make sure CCTV covers entrances, high risk aisles and tills with clear images of faces.
- Check tags and gates work, and act on alarms.
Report every incident
Retailers often stop reporting because they feel nothing happens. That makes the problem invisible. Report thefts and abuse consistently, use any online reporting or business crime partnership your area offers, and share good quality CCTV and incident logs. Patterns across reports are how police and business crime partnerships target repeat offenders. Local crime data on police.uk can help you see trends around your store.
Choosing officers, including for jewellers and high value stores
The best retail officers are good with people. They greet customers, know the regulars, notice who is behaving oddly and can calm a tense conversation at the till. Ask your provider for officers with retail experience, and for the same officers each week where possible. A familiar face builds trust with staff and is quickly recognised by repeat offenders.
High value retailers face a different risk. As well as theft by distraction, they need to think about robbery, smash and grab attacks and the safety of staff opening and closing. Door entry systems, controlled display, careful handling of stock at opening and closing, and officers trained to watch for people studying the store all play a part.
Officers in these stores need calm judgement more than size. Their job is to spot a problem early, alert staff and keep people safe, not to take on an armed robber.
Retail security officers from KBG
KBG Security Solutions provides retail security officers for shops, supermarkets and jewellers across the West Midlands, including work for Malabar Gold & Diamonds. Our officers are SIA licensed and vetted to BS 7858, trained in conflict management, and work to written assignment instructions agreed with you, including your policy on detentions. We are an SIA Approved Contractor, based in West Bromwich with a 24 hour control room.
We will look at your store, your losses and your staff concerns, then recommend a plan after a free site survey. Call 0845 388 0348.
