In conversation: How can we protect frontline civil servants from being abused?

As cross-sector research shows rising levels of abuse towards customer-facing staff, this episode explores how one of government’s largest operational departments is protecting its frontline officials – while also improving services for citizens. We’re joined by Myrtle Lloyd, HMRC’s director general for customer services and chief customer officer, who explains the kind of abuse frontline civil servants face on a daily basis and outlines the department’s response, from peer support and mental health advocates through to legal intervention. We discuss the role of technology in tackling abuse, and the unique challenges public sector organisations face since they, unlike the private sector, have an obligation to interact with every customer. Joining the conversation, Jo Causon, the chief executive of the Institute of Customer Service, shares data on the scale of the problem, including how it can impact staff retention and sick days, and explains why her organisation is calling for a standalone legal offence covering all customer-facing workers, not just those in retail. Hosted by Tevye Markson, online editor of CSW. Recorded and produced by Podot.

You can listen to In conversation: How can we protect frontline civil servants from being abused? online on Radio and Podcast. Open the player on this page to stream the available audio.

In conversation: How can we protect frontline civil servants from being abused? is an episode from The Civil Service World Podcast by Civil Service World.

This episode is 00:22:02 long.

This episode was published on May 14, 2026.

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