Reimagining Skills for the UK’s Frontline Workforce

Britain’s workforce is facing a demographic tipping point. As the population ages, with over 6.8 million more people aged 50+ than just 40 years ago, the frontline is beginning to feel the strain. Retirement rates are rising, reshaping the very makeup of the workforce. And the effects are only just beginning. New research from Flip reveals that more than half (57%) of the UK’s experienced frontline workers is expected to retire within the next five years. That’s not just a shift—it’s a seismic change with massive implications for productivity, knowledge retention, and business continuity. 

A quiet crisis is fast approaching. In the coming years, a core group of experienced employees will leave the workforce—taking decades of knowledge and hands-on expertise with them. In many office-based roles, this kind of transition is manageable: files are uploaded, handovers written, and systems updated. Quick. Clean. Done. 

But in frontline industries like retail and manufacturing, it’s a very different story. These are environments where most employees don’t sit at a desk and where critical know-how often lives in people’s heads, not shared drives. From product knowledge and on-the-floor problem-solving to workarounds for outdated tools, this wisdom is rarely documented. It’s passed down verbally, shown on the job, or simply absorbed over years of doing. Without structured ways to capture and transfer this knowledge, it disappears the moment a long-serving worker hangs up their badge. 

The result? A slow-motion exodus of experience, leaving younger employees unsupported, productivity stalled, and teams overwhelmed. Morale drops. Engagement suffers. And all of this happens before external pressures, like economic uncertainty or labour shortages, even come into play. 

The Productivity Drain 

Understandably, the skills crisis is top of mind for most decision makers, partly because of its domino effect on productivity. Nearly three-quarters (72%) of managers claim gaps in expertise are actively reducing team efficiency. For industries that have a high percentage of deskless employees, this means a direct impact on physical output or customers served. Leaving many to spend too much time compensating at the expense of their own productivity.  

In sectors like manufacturing and retail, research shows that individuals are spending on average, more than 12 hours per week — that's nearly four months annually per worker — correcting mistakes, troubleshooting, and teaching colleagues.  

When teams are constantly fixing mistakes or covering for missing knowledge, it takes a toll on morale and efficiency. This not only affects individual wellbeing but also drains overall employee engagement, leading to wider burnout. Without clear systems in place for training and knowledge sharing, businesses risk creating a work environment that feels unsustainable and unprepared. 

Understanding the Generational Disconnect 

The looming knowledge gap doesn’t stop with who’s leaving, we need to think about who’s expected to fill their shoes. 

As experienced frontline workers edge toward retirement, the pressure is on the next generation to step up. But here’s the problem: they’re not being set up to succeed. Over half of Gen Z frontline workers (57%) say they’re overlooked because of their age. And with limited time or resources for proper training, the divide between generations is growing. Fast. 

This lack of investment is pushing young talent away. Nearly two-thirds (63%) of Gen Z say they believe they need to leave frontline industries altogether just to move forward in their careers. And if that happens, companies won’t just lose future leaders—they’ll lose current ones too. Experienced employees won’t see a path to mentorship or legacy. And without that, there’s no continuity. No culture. No knowledge transfer. 

This is a make-or-break moment. 

Ignore the gap, and you risk losing all your talent. But act now and even small changes can have a powerful impact. Pair younger team members with seasoned mentors. Create time and space for knowledge-sharing. Recognise and reward learning as much as performance. 

The longer businesses wait, the harder this will be to reverse. Starting today, means you can close the gap, retain your best people, and build a workforce that’s stronger, smarter, and more connected than ever. 

The generational skills gap isn’t just a future problem, it’s today’s responsibility. 

About Abby Guthkelch, VP Executive Advisory at Flip 

With almost 20 years in the digital experience space, Abby is deeply passionate about the future of digital connection - the power of building community and connecting people through emerging technology. As Flip’s VP - Executive Advisory, Abby is focused on deepening Flip’s understanding of and alignment with the needs of frontline workers. She is responsible for creating programmes that underline Flip’s customer-centric approach to product development; as well as connect HR and business leaders with product innovation and frontline industry best practices.