Entain has begun a consultation that could result in around 400 Customer Care roles being removed as the Ladbrokes and Coral operator restructures operations in response to higher UK gambling taxes.
The proposed reduction represents around 20% of Entain’s 2,000 Customer Care positions. The operator said it is simplifying its Customer Care model across multiple locations to reduce duplication and establish centres of excellence.
The consultation follows a separate restructuring announced in July involving approximately 500 roles, equivalent to around 2% of Entain’s global workforce.
Those reductions included corporate, product and technology positions as the operator sought further savings against an estimated £200m ($269.4m) annual increase in costs from UK gambling tax changes.
Entain’s latest changes come five months after Remote Gaming Duty increased from 21% to 40%. A new 25% General Betting Duty rate for most remote bets is scheduled to take effect from April 2027, while remote bets on UK horseracing will remain at 15%.
Entain has been working to absorb part of that additional burden through its existing efficiency programme. Its 2025 annual report said the programme was expected to generate at least £100m in annual savings from 2026, while the operator has targeted offsetting more than half of the incremental UK tax impact from 2027.
The restructuring comes despite growth in Entain’s underlying business. H1 2026 Group NGR increased 7% to £2.55bn, while adjusted EBITDA was £479m and the operator recorded an £11.4m loss after tax.
UK and Ireland online NGR grew 13% on a constant-currency basis, although Entain said higher UK online gambling taxes outweighed the benefit of its overall NGR performance at EBITDA level.
Entain CEO, Stella David, said: “The proposed changes are being made to ensure our business remains competitive, financially resilient and well positioned for the future as our sector faces an increasingly challenging operating environment.”
Entain is also opposing a potential further increase in Machine Games Duty. The standard rate is currently 20%, while a rise to 40% is being considered ahead of the Autumn Budget.
The operator has estimated that such a change would add around £100m to the annual cost of its UK retail business.
David has also written to the Prime Minister ahead of the Autumn Budget, warning that a substantial increase in Machine Games Duty could affect employment and betting shop numbers across Britain. The letter cited industry modelling indicating that a 40% rate could result in up to 1,470 shop closures and 15,900 job losses across the sector.
In September, the High Court ruled that Entain’s copyright infringement case against the businesses behind OddsMonkey and Outplayed should be struck out unless amended pleadings addressed deficiencies identified by the court. Its separate trade mark claims remain active.
Entain operates around 2,300 Ladbrokes and Coral shops and employs more than 12,000 people across its UK retail estate
