Sky UK to Close 3 Call Centres, Cut 2,000 Jobs in Digital Shift

Sky UK, the major British broadcaster and broadband provider, is planning to shutter three of its customer service centres and lay off up to 2,000 employees as part of a move towards more digital customer interactions.

Call Centres in Stockport, Sheffield and Leeds to Close

The proposed closures would impact Sky’s sites in Stockport, Sheffield and Leeds Central, reflecting changing consumer preferences as more customers opt for online messaging and email support over phone calls. Sky expects call volumes to decrease by a third in the coming years.

Dunfermline and Newcastle Sites Also Impacted

Operations in Dunfermline and Newcastle will also be affected by the changes, though specifics remain unclear pending consultation. The company aims to mitigate job losses through a multi-million pound investment in its Livingston site, creating a “centre of excellence” for faster, simpler digital customer service.

Sky Cites Shift to Digital Customer Service

“We’re transforming our business to deliver quicker, simpler, and more digital customer service,” a Sky spokesperson said. “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.”

Concerns Over Impact on Customer Support Quality

With Sky consistently ranking among the best in the industry for low customer complaint levels, there are worries the closures could lead to a decline in support quality. However, the full impact likely won’t be evident in ofcom’s complaint figures until late 2025 or early 2026.

Job Losses a Blow to Dedicated Employees

“My friend and her mum have been working at the Stockport branch for a long-time now and they won’t be happy at all,” said one commenter. “A lot of dedicated years at Sky’s.” The layoffs represent a significant portion of Sky’s total UK workforce.

Comcast Ownership Drives Cost-Cutting Focus

Some see the influence of Sky’s American parent company Comcast behind the decision. “Once Comcast took over this was bound to happen,” an anonymous employee said. “They only care about the bottom line.” There are fears support may be outsourced abroad to cut costs.

Sky’s shift towards digital self-service and AI-powered support reflects a wider trend in the industry, but the human toll is significant. As the company looks to stay competitive, the challenge will be maintaining the high bar for customer service that has set Sky apart in the UK market.