Sky is restructuring its customer service operations, shifting from call centres to digital support. As part of the move, the company will close three call centres in Leeds, Sheffield, and Stockport and make additional job cuts at its Dunfermline and Newcastle sites. Around 2,000 roles—roughly 7% of Sky’s workforce—are at risk.
The company invests in digital channels, including live chat and app-based support, while maintaining limited phone support. To improve efficiency, it is also developing a new “centre of excellence” in Livingston.
For businesses, the shift signals a growing reliance on automated customer service, which reduces operational costs but potentially limits direct customer interactions.
