British Gas Cuts 1,300 Jobs Amid Digital Shift

British Gas, owned by Centrica, is cutting 1,300 customer service jobs over the next two years.

The company says more than 90% of customers now use digital channels before calling, and customer calls have fallen by around 20% over the past year.

Centrica plans to create more roles supporting digital platforms while reducing telephone enquiry staff.

Trade unions argue that AI will replace hundreds of customer service jobs.

The company also reported stronger profits from its retail business, despite losing customers.

British Gas is also dealing with a prepayment meter scandal, expected to pay up to £112 million in compensation.