Glossary

What is a frontline worker?

A frontline worker is someone who does the hands-on work of a business, often directly with customers, products or sites, rather than in an office.

A frontline worker is someone who does the hands-on work of a business, often directly with customers, products or sites, rather than in an office.

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Frontline vs. office roles

Frontline workers deliver the service. Office roles plan, support and manage it. Good communication between the two decides how smoothly work runs.

Common challenges

  • Information arrives late or not at all.

  • Requests come from many directions.

  • Work done isn’t visible to the office.

Related terms

Deskless worker, shift handover.

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