Sky Broadcasting Group, based in the UK, announced on Thursday that up to 2,000 jobs, representing seven per cent of its workforce, could be at risk as part of a major overhaul of its customer services.

A spokesperson for the US-owned broadcaster explained to AFP, "We're transforming our business to deliver quicker, simpler, and more digital customer service."

The spokesperson stressed that the goal was to create "a future-ready Sky," noting that customers now expect various ways to reach the company 24/7. As part of this transformation, it is believed that three of Sky's ten contact centers in northern England will be closing, putting approximately 2,000 jobs at risk.

“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,” the spokesperson said in the report.

While customers still desire the option to speak with an adviser, they also increasingly want the ability to manage their accounts, pay bills, and handle contracts digitally, the company added.

Overhaul Details

Sky announced that its transformation would include a multi-million-pound investment in a cutting-edge new campus in Livingston, Scotland.

Once owned by media mogul Rupert Murdoch, Sky has been under the ownership of US cable giant Comcast since 2018. Along with the potential closure of the Stockport, Sheffield, and Leeds Central contact centers, operations in Dunfermline and Newcastle will also be impacted as part of the restructuring.

Meanwhile, Sky reduced its workforce by 1,000 jobs last year, primarily affecting employees responsible for installing equipment in homes. In October, the company reported that its annual losses had doubled, driven by increased spending on programming and rising costs associated with broadband services, as well as hardware like mobile devices and Sky Glass TVs.