Out-of-Hours Customer Support Services
A Tender Notice
by TRANSPORT FOR WALES RAIL LIMITED (UTILITY BUYER)
- Source
- Find a Tender
- Type
- Contract (Services)
- Duration
- 2 year
- Value
- £208K
- Sector
- BUSINESS
- Published
- 24 Sep 2025
- Delivery
- 01 Jan 2026 to 31 Dec 2027
- Deadline
- 24 Oct 2025 11:00
Related Terms
Location
United Kingdom:
1 buyer
- Transport for Wales Rail Pontypridd
Description
Transport for Wales Rail Ltd (TfWRL) is conducting an open tender to procure outsourced out-of-hours customer support services under TfW’s Terms and Conditions. The anticipated start date is 1st January 2026.
Renewal Options
2x 12 month optional extension periods
Award Criteria
| Quality | _ |
| Cost | _ |
CPV Codes
- 79512000 - Call centre
- 79510000 - Telephone-answering services
- 72253000 - Helpdesk and support services
- 64200000 - Telecommunications services
Indicators
- Renewals are available.
Other Information
The service will need to be able to provide bilingual (English and Welsh) customer support via telephone, social media, and email, operating 7 days a week during specified out-of-hours periods. Key requirements include accessibility compliance, call and email handling, CRM integration, customer satisfaction tracking, and robust business continuity. TfWRL will provide system access, training, and ongoing support. ** PREVIEW NOTICE, please check Find a Tender for full details. **
Reference
- ocds-h6vhtk-05a090
- FTS 059059-2025