H&M to close Edinburgh call centre, affecting 150 jobs

Fashion retailer H&M has announced the closure of its Edinburgh call centre, which is anticipated to result in 150 job losses by the end of the current year. Employees at the company’s Waverley Gate premises were informed in August about a proposed closure of the facility, attributed to the lease expiration scheduled for 2025. H&M attributed the decision to close to factors such as heightened competition, evolving customer behaviors, and operational expenses. According to documents reviewed by BBC Scotland News, staff members received two weeks’ notice of their dismissal, with those eligible for longer notice periods receiving payment in lieu. Previously, employees conveyed to BBC Scotland News that the meeting where redundancies were announced concluded in under five minutes, causing distress among those impacted. The firm conducted consultations with its workforce from September through November of the current year. H&M stated that the total number of job losses was mitigated as some individuals accepted alternative positions, secured other employment, or opted for voluntary departure. Call centre operations are scheduled to conclude on 14 December, preceding the site’s full closure in March 2025. Deputy First Minister Kate Forbes had previously appealed to the company to prevent redundancies should the decision to close the centre be finalized. She engaged with senior management, requesting them to explore all possible alternatives that could negate the necessity for job cuts. A spokeswoman for H&M commented: “We constantly evaluate how we operate to ensure that we deliver on our goals and contribute to the overall success of the company.” She added: “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.” The company previously closed 250 stores worldwide following the Covid-19 outbreak, as the pandemic accelerated the shift of consumers towards online shopping. A spokesman for the Scottish government stated: “This is a concerning time for employees and their families. “The Scottish government has engaged with H&M in an attempt to mitigate the impact of the closure and our Partnership Action for Continuing Employment service is already working with staff.”