Sky to Cut 2,000 Jobs, Close Service Centres

Sky plans to cut 2,000 jobs, approximately 7% of its workforce, by closing three customer service centres in Stockport, Sheffield, and Leeds, transitioning to digital customer service through AI chatbots and online support. The company asserts this shift aligns with customer preferences, as a survey of 10,000 customers showed a strong preference for online communication. Call volumes are expected to decrease from 25 million to 17 million annually by 2029, reflecting these changing habits. Despite the job cuts, Sky will invest in a new 'centre of excellence' at its Livingston site and maintain thousands of phone advisers for critical interactions. Sky's decision aims to counterbalance financial losses and adapt to the competitive streaming environment while retaining its reputation for good customer service. The move is part of Sky's broader strategy to become 'future-ready' amid declining satellite contracts and increased streaming competition.