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Skill gaps in England

  • 20% of English retailers stated that they had skill gaps, predominantly in sales and customer service (12%) and managerial (4%) occupations.
  • The causes of internal skill gaps amongst retail employees in England are primarily due to staff being recently recruited or having a lack of experience (cited by 75% of retailers), followed by staff lacking motivation (30%) and the failure of retailers to train and develop their staff (19%).
  • Retailers in England identified customer handling (57%), oral communication (44%) and team working skills (44%) as the main three areas of concern that need improving in staff with skill gaps.

Source: England National Background Brief 2008.