Entain Moves Forward with Customer Service Reductions Following UK Tax Adjustments

Entain, the company behind Ladbrokes and Coral, has initiated consultations to reduce around 400 customer service positions, with most of those roles based in the United Kingdom. The changes affect roughly one fifth of the group’s 2,000 global customer care staff and come at a time when operators continue to adjust operations after the remote gaming duty increase to 40 percent earlier in 2026.

Company statements indicate the reductions form part of a broader review of support functions, while the firm also highlighted the financial pressure created by higher taxation on remote betting and gaming activities. Observers note that similar adjustments have occurred across the sector as firms respond to the updated duty structure that took effect at the start of the year.

Details of the Consultation Process

The consultation covers positions primarily located in UK contact centres, although a smaller number of roles outside the country may also be reviewed. Entain has stated that the process will run according to standard employment procedures, giving affected employees access to support packages and redeployment options where available. Figures released by the company show the 400 positions represent a significant but contained portion of its overall customer care workforce.

Those familiar with the operator’s structure point out that Ladbrokes and Coral maintain extensive high-street and online operations, both of which rely on dedicated service teams. The current review focuses on customer service specifically rather than retail or technology functions, separating these changes from earlier cost initiatives announced in previous years.

Tax Environment and Company Response

Entain cited the remote gaming duty rise implemented in early 2026 as a central factor behind the decision. The increase from previous rates to 40 percent raised the cost base for remote betting and gaming activities across the UK market, prompting several operators to reassess staffing levels in support areas. Company communications note that the higher duty has reduced margins on online products and contributed to the need for operational efficiencies.

In addition, Entain issued a warning ahead of the Autumn Budget regarding potential further changes to machine games duty. The firm referenced independent modelling on MGD rate impacts that examined scenarios in which the rate could double to 40 percent. According to that modelling, such an adjustment could add approximately £100 million in annual costs for the group while also leading to an estimated 1,470 betting shop closures and up to 15,900 job losses across the wider betting sector.

Broader Sector Implications Discussed

Prime Minister Andy Burnham has received direct correspondence from the company outlining these projections. The letter emphasises that additional tax increases on gaming machines would affect both Entain’s retail estate and the employment it supports in local communities. Sector analysts have previously examined similar duty scenarios, and the current modelling aligns with earlier estimates that linked higher machine taxation to reduced shop viability.

Retail betting operations continue to face separate commercial pressures, including changes in customer behaviour and competition from online platforms. The combination of elevated remote gaming duty and the prospect of increased machine games duty has led Entain to highlight cumulative effects on its cost structure. Other operators have issued comparable statements in recent months, although the scale of job reductions announced by Entain remains specific to its own review.

Timeline and Next Steps

The consultation began in September 2026 and is expected to conclude within the standard statutory timeframe. During this period, Entain will engage with employee representatives and explore mitigation measures for those affected. The company has indicated that final decisions on individual roles will follow completion of the formal process rather than immediate implementation.

Entain continues to operate Ladbrokes and Coral across both retail and digital channels while maintaining its wider international portfolio. The current adjustments target customer service functions only, leaving other areas of the business unchanged at this stage. Further updates are anticipated once the consultation reaches its conclusion and any revised structures are confirmed.

Conclusion

The announcement from Entain illustrates how recent tax changes and proposed duty adjustments are influencing staffing decisions within major UK gambling operators. The 400 customer service roles under review, the reference to the remote gaming duty increase, and the modelling around potential machine games duty changes provide a clear picture of the factors currently shaping the company’s operational planning. Observers will continue to monitor the outcome of the consultation and any subsequent policy decisions in the Autumn Budget.