Sky has unveiled a significant overhaul of its customer service operations, which could see some 2,000 jobs put at risk as the company plans to shutter three of its ten call centre locations. Sky is set to close sites in Stockport, Sheffield, and central Leeds, with additional roles likely to be affected at its Dunfermline and Newcastle call centres.
The proposed changes are expected to impact around seven per cent of Sky's total workforce, as reported by . A spokesperson for Sky, which is owned by US media conglomerate Comcast, said: "We're transforming our business to deliver quicker, simpler and more digital customer service.
"Our customers increasingly want choice, to speak to us on the phone when they need us most and the ease of managing everyday tasks digitally.
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"We're investing in a new centre of excellence for customer service, alongside cutting-edge digital technology to make our service seamless, reliable, and available 24/7."
According to the firm, these initiatives will provide Sky customers with a "create a faster, smarter and more responsive experience" and support the company's investment strategies in entertainment and telecommunications.
Sky also disclosed on Thursday that it is channeling a "multimillion-pound investment" into its Livingston site to develop a "centre of excellence". The company told employees that these operational modifications are part of its strategy to "adapt to an increasingly digital world", acknowledging the growing trend of customers engaging with the firm online.
This follows Sky's announcement last January of plans to cut around 1,000 roles, primarily engineers, due to a slump in demand for satellite dish installations.
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