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Entain Puts 400 Customer Care Roles at Risk as UK Tax Costs Rise

Entain Puts 400 Customer Care Roles at Risk as UK Tax Costs Rise
Entain could remove around 400 Customer Care roles under a new restructuring plan. The figure represents 20% of the 2,000 positions covered by the proposal.

The company has opened a consultation on the changes, Reuters reported on September 16. Entain said the move is part of work to keep the business competitive and financially resilient.

The affected Customer Care operation spans 11 countries. Entain has not disclosed how many of the proposed cuts would fall in the UK or provided a country-by-country breakdown.

Entain Lists 2,100 Customer Care Staff Elsewhere

One figure on Entain's own website does not exactly match the restructuring announcement. A company page checked by 15M lists 2,100 Customer Care colleagues, including 460 Customer Protection specialists.

The new proposal uses a base of 2,000 positions. Entain has not explained the difference.

On the announced figure, 400 roles equal exactly 20% of the team. Against the 2,100 figure published elsewhere on Entain's site, the share would be about 19%.

Around 900 Roles Covered by Two Cut Rounds

This is Entain's second sizable workforce reduction announced in recent months. In July, the group disclosed plans to cut around 500 jobs across the wider business. Entain told SBC News that the changes were part of an effort to improve operational efficiency and agility. Together, the two announced rounds cover around 900 roles, by 15M's calculation.

That is not the same as 900 completed redundancies. The latest 400 Customer Care positions remain subject to consultation.

£200M UK Tax Impact

The cuts also come during Entain's response to higher UK gambling taxes. The operator previously estimated an annualized £200 million pre-mitigation impact from changes to UK online gambling duties.

Remote Gaming Duty increased from 21% to 40% in April 2026. A new 25% Remote Betting Rate within General Betting Duty is scheduled to take effect in April 2027. Entain previously said it expected to mitigate around 25% of the online tax impact.

For operators and suppliers, the Customer Care plan gives a more concrete view of where tax mitigation is reaching operating costs. The important figure to watch now is whether the consultation closes with the full 400-role reduction or a smaller final number.