Telecoms giant invests in Livingston while responding to shift towards digital customer service
Sky has announced plans to cut around 300 jobs at its Dunfermline call centre, as part of a wider UK restructuring that puts approximately 2,000 roles at risk across the business.
The move comes as the broadcaster and telecoms provider—owned by US-based Comcast—prepares to close three of its ten UK call centres, located in Stockport, Sheffield and central Leeds.
In Scotland, the company has confirmed it will invest millions in its Livingston site, establishing a new “centre of excellence” aimed at supporting the company’s increasingly digital-first approach to customer service.
A Sky spokesperson 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.”
The firm explained that the changes are in response to shifting consumer habits, with more customers choosing to interact online rather than over the phone.
Sky added that the shake-up will help it “create a faster, smarter and more responsive experience” while freeing up resources to support future investment in digital platforms and technology.
The latest round of job losses follows similar cuts announced last year, when the company revealed it would axe around 1,000 roles—primarily engineers—amid falling demand for satellite dish installations.
Despite the changes, the company says it remains committed to supporting affected employees during the consultation process. Sky employs around 31,000 people in the UK, meaning the proposed cuts represent about 7% of its workforce.
