Centrica, the owner of British Gas, plans to eliminate around 1,300 jobs over the next two years as it restructures its workforce in response to changing customer behaviour and growing use of digital services.
The reductions include around 500 customer operations roles, along with cuts to outsourced offshore positions and certain group-support functions. The company said some of the workforce reductions have already taken place and will reduce its customer operations headcount by about 14 per cent.
Centrica said the move reflects a sharp shift in customer preferences, with more than 90 per cent of customers now using digital channels and telephone call volumes falling by around 20 per cent.
The restructuring comes as the company reported an 18 per cent decline in adjusted first-half core profit to £737 million, down from £900 million a year earlier, citing asset disposals, production disruptions, weather conditions and weaker market dynamics.
Centrica also warned that growth in its energy trading and optimisation business is expected to slow, with next year’s core profit forecast at around £250 million, below its medium-term target.
The company said the workforce changes form part of a broader effort to simplify operations, improve efficiency and invest in strategic growth areas as digital transformation reshapes customer service operations.
