Centrica, the parent company of British Gas, has announced plans to overhaul its customer services and support teams, resulting in approximately 1,300 job cuts over two years.The restructuring aims to reduce the customer operations workforce by around 14% as the company adapts to shifting consumer behaviour.With over 90% of customers opting for digital support methods, Centrica is prioritising efficiency and modernising its operations.The cuts include reductions in contact-based roles and offshore outsourcing positions, alongside streamlining group support functions.

While the changes will impact employment, the company emphasises continued investment in critical areas such as engineering and apprenticeships to meet growing demand.This strategic shift reflects broader industry trends towards digitalisation and operational efficiency in the energy sector.