H&M has announced the closure of its Edinburgh call centre, which will lead to the loss of 150 jobs. The UK fashion retailer confirmed that its call centre at Waverley Gate will cease operations by the end of 2024.
The decision to shut down the call centre is driven by a combination of factors, including shifting customer behaviours, increasing operational costs, and growing competition in the retail market.
H&M stated that the number of job losses has been somewhat mitigated through redeployment, voluntary exits, and staff taking up alternative roles within the company.
Operations at the Edinburgh call centre will begin winding down next month, with the official closure of the site scheduled for March 2025.
An H&M spokesperson commented, “We constantly evaluate how we operate to ensure that we deliver on our goals and contribute to the overall success of the company. Having looked into the scope of our customer service set-up, increased competition in the market, our customers changing behaviours and expectations and operational costs, we have made the difficult decision to proceed with the proposed closure of our customer service site in Edinburgh by the end of the year.”
They further added, “These decisions are not made lightly and unfortunately the closure will result in valued colleagues leaving the company.
“As the process has continued, the number of affected colleagues has reduced through securing alternative roles through redeployment, as well as colleagues securing alternative employment elsewhere and electing to leave voluntarily.”
The closure of the Edinburgh call centre forms part of H&M’s broader strategy to adapt to changing retail dynamics and ensure long-term success in a highly competitive market.
By improving operational efficiency and adjusting to new consumer demands, H&M aims to remain a strong player in the ever-evolving retail landscape.
