Sky Announces 2,000 Customer Service Job Cuts and Call Center Closures

The company is restructuring to focus on digital tools and a new customer service hub in Livingston, Scotland, citing declining call volumes and changing customer preferences.

Sky plans to cut approximately 2,000 customer service jobs, representing 7% of its workforce, as part of a major restructuring effort.
Three call centers in Stockport, Sheffield, and Leeds will be closed, with consultations currently underway regarding the proposed changes.
The company is investing in a multi-million-pound 'centre of excellence' for customer service in Livingston, Scotland, to consolidate operations and improve efficiency.
Sky is shifting its focus to digital customer service options, including live chat, apps, and email, as call volumes are expected to drop from 25 million to 17 million annually over the next five years.
Some customer service roles will move outside the UK to provide 24/7 support, while thousands of expert advisors will remain available for critical phone-based assistance.