British Gas owner Centrica has announced plans to cut around 1,300 jobs as part of a major restructuring programme to include contact centres.
The energy company had already revealed plans to eliminate 500 roles last month as it sought to reshape its customer service and support operations.
The job losses will affect Services and Energy contact centre teams based in Glasgow, Edinburgh, Cardiff, Leicester, Stockport and Leeds.
At the time, Centrica said the changes were necessary to meet the “evolving needs of customers”.
According to the company, the average number of customer contacts has fallen by 20% compared with last year, while around 90% of customers now use its digital services.
The GMB union has claimed the roles are being replaced by artificial intelligence, an allegation Centrica has strongly denied.
The latest announcement brings the total number of planned job cuts across the company to approximately 1,300.
Centrica said the restructuring is aimed at improving efficiency and responding to “structural changes in customer behaviour” as more customers choose to manage their accounts online.
