UK discount retailer Wilko is set to outsource its customer service operations, potentially leading to redundancies for around 95 employees at its contact centre in Worksop. The affected workers are currently being consulted on the matter. Wilko, known for its 402 stores and popular in-store beauty section, has made the decision to engage a third-party service provider to handle its customer service. Ben Exall, the digital director at Wilko, emphasized that this decision was not taken lightly by the company.

This news comes shortly after Wilko secured a £40 million revolving credit facility from restructuring specialist Hilco and implemented significant changes within its leadership team. Lisa Wilkinson, the current chair and a key member of the family controlling the company, will be stepping down to make way for Chris Howell, the former chair of Bensons for Beds. Furthermore, Mark Jackson, a former Bensons executive, has been appointed as the new chief executive of Wilko.

Wilko had previously issued a warning that it could face a cash shortage during the Christmas period, prompting the need for an emergency loan. In the company’s year-end results, reported in November, Wilko disclosed losses of nearly £37 million.

Useful links:
1. Wilko official website
2. Wilko’s customer service outsourcing news on Sky News