H&M is closing its Edinburgh call centre, affecting 150 employees.
- The closure follows a review due to increased market competition and costs.
- Employees were initially informed in August about the building lease ending in 2025.
- Consultations reduced job losses through alternate roles and voluntary exits.
- The call centre’s last operational day is 14 December, closing by March 2025.
H&M has announced the impending closure of its Edinburgh call centre, a move that will impact 150 jobs. The decision was driven by an internal review point towards increased competition, shifting customer behaviours, and rising operational costs, as reported by the BBC. Staff were notified in August about the possible closure, with the lease for the Waverley Gate building set to expire in 2025.
A spokeswoman for H&M stated, “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.”
The company engaged in discussions with employees between September and November to address the situation. During this period, the potential number of job losses was mitigated. Employees who were willing were offered alternative positions within the company, found employment elsewhere, or opted to leave voluntarily. As a result, the total number of affected individuals was reduced.
Operations at the call centre are scheduled to cease on 14 December 2024, with the final closure of the site in March 2025. Staff were given a two-week notice period, although those entitled to longer notice periods will receive payment in lieu. This development marks a significant change for the employees and the company’s presence in Edinburgh.
The closure highlights the ongoing challenges faced by businesses adapting to competitive and economic demands.
