BT Group Proposes Closure of Three UK Contact Centres as Part of Modernisation Strategy
BT Group have announced proposals to close three of its UK contact centres, located in Accrington, Blackburn, and Doxford, as part of its ongoing programme to modernise and optimise its office estate.
The proposed changes will impact just under 700 employees across Blackburn and Accrington, and over 460 colleagues based in Doxford. BT Group has stated that the majority of affected employees will be offered the opportunity to relocate to nearby sites, with efforts underway to support staff throughout the transition.
For colleagues at the Doxford contact centre, which is currently proposed to close on 31 October 2026, relocation options include roles at BT sites in Darlington and Newcastle.
A BT Group spokesperson said:
“As part of BT’s ongoing strategy to optimise our office estate and unlock value as part of our modernisation programme, we are proposing to close our Blackburn office on Jubilee Street as well as our Accrington and Doxford contact centres.”
“This change will allow BT to continue to reinvest in spaces that better support our future ways of working and will provide our colleagues with a significantly improved work environment.”
BT Group confirmed it is working closely with impacted employees and aims to ensure that as many colleagues as possible can transition into roles at alternative locations. The company also reaffirmed its commitment to providing support during this period of change.
The contact centres currently support a range of BT Group brands, including EE, Plusnet, and Openreach.
The proposed closures form part of BT Group’s broader transformation strategy, focused on consolidating its property footprint and investing in modern, flexible workspaces aligned with evolving ways of working.
Group serves more than 30m customers in the UK and internationally, and in the year to March 2025 we generated total revenue of £20.4bn.
We provide digital connectivity and solutions that are essential to modern life. These services include broadband, mobile, TV, cyber security, networking and managed services. We also sell other things – like handsets, gaming and insurance – to help our customers connect, communicate, share, be entertained and do business – all in the most safe and secure ways.
We operate in both wholesale and retail markets. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.
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