In charity retail, volunteers aren’t just part of the team - they are the team. From running tills to creating welcoming shop environments, they are the driving force behind every charity shop’s success.
That’s why the findings from Rosterfy’s State of UK Volunteer Management 2025 report are so relevant to the sector. The report, based on feedback from over 300 volunteer managers across the UK, highlights both optimism and the challenges shaping the future of volunteering. And for charity retailers, the insights feel especially timely.
Volunteers are on the rise and mission-critical
Almost half (46%) of organisations reported an increase in volunteer numbers over the past 12 months. At a time when retail teams are balancing rising costs and changing high street dynamics, the fact that more people are stepping forward to help is a welcome trend.
Whether it’s younger people seeking skills and experience, or retirees wanting to stay active and connected, this renewed interest in volunteering is good news for charity shops that depend on engaged, reliable teams.
It’s also a reminder of just how vital volunteers are: 88% of organisations said volunteers are ‘mission-critical’. Nowhere is that more evident than in charity retail, where volunteers keep shops open, donations processed, and vital funds flowing to causes. Without them, many charity retailers simply could not operate. Volunteers aren’t just a ‘nice-to-have’, they are central to how we deliver impact on the high street and beyond.
Optimism is high - even under pressure
72% of volunteer managers feel optimistic about the future of volunteering. That optimism shines through in charity shops every day: in the smiles behind the counter, in the teamwork on the shop floor, and in the sense of community that retail volunteers create.
But optimism doesn’t erase the pressures. Almost a third of volunteer managers report burnout, with a further 28% citing unrealistic expectations of their time. This doesn’t just impact individual wellbeing - it destabilises shop teams and limits the ability to deliver on wider missions. It’s a clear signal to charity leaders that volunteer management needs proper investment if we want to protect this momentum.
“Historically under-resourced, the role of the volunteer manager is finally receiving more attention, they are not just a nice to have but an essential role within any charity. There is growing investment in training, peer networks, digital tools, and career progression pathways for those in these roles. As this professional infrastructure strengthens, it will lead to more empowered managers and better volunteer experiences, with higher retention and deeper engagement” — A Volunteer Manager
For charity retail, where volunteers often outnumber paid staff, prioritising their experience - through training, support, and better systems - is essential to keep shops thriving.
Discover more trends shaping the sector in the full report: The State of UK Volunteer Management 2025
The gaps we need to close
The report also highlights some challenges that resonate deeply in retail settings:
Funding gaps: 49% of survey respondents cited lack of funding. In retail, this can translate to tighter shop budgets and reduced investment in volunteer support.
Burnout risk: With smaller staff teams, volunteer managers may be stretched thin. Supporting them is key to retaining shop volunteers.
Technology underused: Only 44% of organisations have invested in systems to improve the volunteer experience. For retail, smarter scheduling and automated communication could ease pressure and strengthen retention.
“The results in this survey confirm that volunteering is most successful when it’s guided by a clear strategy, supported by adequate resources and aligned with organisational purpose.” — Dr Helen Timbrell, Consultant, Researcher and Coach
Why this matters for charity retail
Rosterfy’s State of UK Volunteer Management 2025 report is both a celebration of resilience and a warning light. For charity retailers, it’s a call to:
Celebrate the optimism and commitment of our volunteers.
Recognise the strategic role volunteers play in keeping shops - and charities - alive.
Invest in the systems, training, and wellbeing support that make volunteering sustainable.
Next steps
For charities, the challenge now is to turn optimism into action - by investing in volunteer support, adopting smarter systems, and ensuring managers have the tools they need to retain and empower their teams.
Download your free copy of the State of UK Volunteer Management 2025 report.
