Never had the best of experiences with William Hill CS, but it looks like things are set to get worse with this news:

William Hill to lay off service centre staff | iGaming Post

William Hill to lay off service centre staff
November 16, 2013
William Hill are to make 65 redundancies within the telephone betting and customer service department according to reports in the Gibraltar Chronicle. The redundancies are because customers are now using electronic options in communicating with customer service and placing bets instead of using the telephone service.

The UKs largest bookmaker however is creating some 25 new jobs to try and balance the job losses, William Hill employ some 420 people in Gibraltar .

Customer services for the company are expected to now be outsourced to a service centre, William Hill have said the redundancies are nothing to do with the impending new UK government legislation on “Consumption Tax.”
Curious the mention of the POCT that's due in soon.

Slight variation on this item over at Calvin Ayre:

UK bookies William Hill are looking to streamline their operations by ‘consolidating’ their telephone betting division. The changes involve around 80 individuals currently manning Hills’ telephone betting operations in Gibraltar and the customer service team in Sheffield. Hills has begun a 60-day consultation period with the affected staffers and the Gibraltar Chronicle quoted a spokesperson saying the company was “doing our best to resource individuals in roles where their skill sets and individual preferences are an appropriate fit.” In Hills’ most recent financial results, the telephone wagering division lost £1.3m.