Charity retail is powered by purpose. Every donated jumper, carefully curated shop display, and friendly conversation at the counter is part of a much bigger story - one written by thousands of volunteers who give their time, energy, and heart to causes they are passionate about.
Rosterfy’s State of UK Volunteer Management 2025 report shows just how deeply embedded volunteers are within organisations. We want to shine a light on the people who make charity retail possible and why there’s still so much optimism about the future of volunteering across the UK.
Volunteers: The UK’s secret power
In our recent report, we called volunteers the UK’s “secret power” and nowhere is that truer than in charity retail.
Our research found that 81% of organisations say volunteers are involved in service delivery - by far the most common area of contribution. In charity retail, that means everything from sorting stock and serving customers to creating welcoming community spaces.
At a time when charity retail faces economic uncertainty and rising demand for support, volunteers remain a constant source of strength. 88% of volunteer managers told us that volunteers are mission-critical - and that belief only grows in organisations where volunteering is a leadership priority. Among larger charities (those with over 625 volunteers), that figure rises to 96%.
It’s a reminder of what everyone in the sector already knows: without volunteers, many services simply wouldn’t exist. Volunteers are not just helping - they’re holding us up.
Optimism across the voluntary sector
Despite sector challenges, from inflation pressures to limited resources, there is a deep sense of optimism among volunteer leaders across the UK.
In our survey, 72% of respondents said they feel hopeful about the future of volunteering. What drives that optimism is the passion and commitment of volunteer managers, and the growing recognition of the impact volunteers make in communities nationwide.
As one respondent told us:
“Despite recent trends, we still see so many people looking to give their time to make the world better. For little more than a biscuit and a thank you, they come to us looking to help. It is hard not to feel hopeful when we see the very best of humanity.” - A Volunteer Manager
It’s this optimism, grounded in purpose and people, that continues to energise the charity sector.
Supporting the people who make it happen
Behind every great volunteer experience is a dedicated volunteer manager - the people who connect, motivate, and support teams to achieve remarkable things. Historically volunteer management has often been under-resourced, but there are signs of change.
As one volunteer manager told us in our State of UK Volunteer Management 2025 survey:
“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.”
Our research shows that organisations with a clear volunteer strategy deliver stronger experiences and greater optimism. When volunteering is integrated into overall organisational strategy and recognised as a leadership priority, engagement improves, retention rises, and volunteers feel valued and connected.
Conversely, when programmes lack investment or structure, the volunteer experience suffers - for example, only 47% of respondents said it’s easy for people to apply for roles, and just 29% felt confident in providing training. This highlights the need for both strategic focus and practical support.
Building a stronger future
Technology, training, and professional support for volunteer managers can help streamline processes, boost impact, and create better volunteer experiences. When volunteer managers are empowered, and volunteering is treated as a strategic priority, the sector can thrive.
At Rosterfy, we help organisations make this possible. By providing tools to streamline the volunteer journey and automate administrative tasks, we enable teams to focus on what matters most: inspiring and empowering volunteers, and strengthening the impact of charity retail.
