Sky has announced plans to cut approximately 2,000 jobs as part of a strategic shift towards enhancing its online customer service capabilities. This decision will lead to the closure of three of its ten customer service centers located in Stockport, Sheffield, and Leeds Central, accounting for about 7% of the company's total workforce. The telecommunications firm attributed this move to changing consumer habits, with a notable decline in call volumes as more customers prefer digital communication methods like online chat and email.
The closures are part of a broader initiative to streamline operations and improve customer support through digital platforms. Sky has committed to investing several million pounds into upgrading its Livingston facility near Edinburgh, aiming to establish it as a "center of excellence" for customer service. This investment will focus on implementing advanced digital technologies to ensure that services remain seamless, reliable, and available around the clock.
Despite receiving around 25 million customer calls annually across Europe, Sky anticipates a reduction of about one-third in call volumes over the coming years. A representative from Sky emphasized that the company is committed to building a future-ready organization that prioritizes customer needs. The proposed job cuts are currently subject to consultation, with operations at other locations in Dunfermline and Newcastle also affected by these changes.
This announcement follows previous plans disclosed in January 2024, where Sky indicated intentions to eliminate 1,000 jobs as part of its transition towards more internet-centric services. As the company adapts to evolving market demands, these changes reflect a significant shift in how Sky approaches customer service in an increasingly digital landscape.
