Three UK contact centres to close as telecoms giant cites falling call volumes and changing customer habits. Investment will be redirected to a new digital ‘centre of excellence’ in Livingston.
Sky has announced plans to cut 2,000 roles across its UK customer service operations, representing around 7% of its total workforce. The move comes as the company adapts to changing consumer preferences and a sustained drop in telephone enquiries.
The closures will affect three contact centres in Stockport, Sheffield, and Leeds Central, while operations in Dunfermline and Newcastle will also undergo changes. The restructure forms part of a wider transformation aimed at enhancing digital services and streamlining customer support.
Major Site Closures as Sky Reduces Physical Footprint
According to Sky, the decision to close three of its ten UK customer service centres follows a marked decrease in call volumes.
The company currently receives around 25 million customer calls annually across Europe but expects this figure to decline significantly in the coming years. In response, Sky will reduce its contact centre footprint, consolidating services and concentrating investment in fewer locations.
The affected sites include long-established centres in Stockport, Sheffield, and Leeds Central, which are now expected to shut down. Staff based in Dunfermline and Newcastle have also been informed that their operations may be affected. These changes are currently subject to consultation with employees and trade unions.
Sky, which has been owned by US-based media conglomerate Comcast since 2018, stated that the restructure was essential to becoming “future-ready”. A company spokesperson said the shift reflects the reality that “customers increasingly want choice, to speak to us on the phone when they need us most and the ease of managing everyday tasks digitally.”
Livingston Site to Become Digital Service Hub
As part of the overhaul, Sky confirmed a multi-million pound investment in its Livingston site near Edinburgh, which will be developed into a new “centre of excellence” for customer service. The facility will house advanced digital infrastructure and support a transition to 24/7 online service availability.
According to Sky, customer polling involving 10,000 participants highlighted a strong preference for online channels, including live chat and email, over traditional phone calls. In response, the company said it will deploy new digital technologies aimed at delivering faster, more reliable, and more flexible support options.
The company has assured that while digital tools will become more prominent, “thousands of expert advisers will continue to provide personalised support on the phone when it matters most.”
