Nottinghamshire-based Wilko says 95 customer service jobs are at risks under plans to outsource the work to a third party provider.
The company said the changes would affect staff based at its contact centre in Worksop.
It said staff would be going through a consultation and potentially offered alternative roles within the business.
Last week the discount store chain said it had agreed £40 million of credit, which it said would help prevent redundancies or changes for customers, and comes as it restructures its management team.
The business also sold its Manton Wood Enterprise Park site in November to DHL for £48 million, and is now leasing it back on 15-year partnership agreement.
The company said all of its customer enquires will be dealt with by a third party from February 2023, over email, telephone, live chat, web chat and social media.
Digital director Ben Exall said: "Nothing matters more to us than offering a shopping experience that values our customers’ time and money, and unfortunately our current customer service processes aren’t delivering the aftercare that our shoppers need.
"Using the expertise and customer service-specific technology of a third-party provider means we can now deliver the experience that our customers rightly demand of us after visiting one of our stores or shopping via our website.
“This change is an integral and considered part of our overall long term omnichannel journey, as we work to improve processes and efficiency across all customer touchpoints.
"These changes will obviously have an impact on team members currently employed in the contact centre. All our team members are critical to the Wilko business, and helping the hardworking families who shop with us, so this is not something we have undertaken lightly.
"For those team members who are impacted with risk of redundancy, we will be entering into a period of consultation and explore opportunities for alternative roles within the business.”
