Tender

Customer Service Advisor

SANDWELL METROPOLITAN BOROUGH COUNCIL

This public procurement record has 1 release in its history.

Tender

14 Apr 2023 at 07:19

Tender Notice
Summary of the contracting process

The Sandwell Metropolitan Borough Council has issued a tender for the role of Customer Service Advisor in Roway Lane, Oldbury. The procurement process involves an open procedure with a tender period ending on 20th April 2023. The contract is valued at £26,684 GBP and will run from 1st May 2023 to 31st July 2023. The Council aims to provide front-line services to tenants and residents, offering assistance over the phone and online. The role requires dealing with customer enquiries promptly and efficiently, making it suitable for businesses experienced in call centre operations.

This tender opportunity with the Sandwell Metropolitan Borough Council provides a chance for businesses to offer personnel services, particularly to support customer service operations. The contract duration of 3 months offers a short-term engagement with potential for extension. Companies with experience in providing customer-facing services, clear communication skills, and the ability to meet the specified 37-hour workweek requirements are well-suited to compete for this opportunity. Interested parties should engage via the Sandwell MBC In-tend Supplier Portal to submit quotations and register their interest before the tender deadline.

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Notice Information

Notice Title

Customer Service Advisor

Notice Description

Job Title: Customer Service Advisor Rate of Pay: ?12.02 per hour (Inside IR35) Hours: 37 hours per week Location: Roway Lane, Oldbury, B69 3ES Start Date: ASAP Contract type: Temporary (Agency) 12 weeks with a view to extend Job Description and Personnel Specification are attached, which also provides more information above the role. Brief description: The Contact Centre delivers a front-line service to tenants and residents of Sandwell for several service areas including Housing (Repairs, Rents, Tenancy Management, Choice Based Lettings, Homeless, Anti-Social Behaviour and Safeguarding), Environmental, Highways, Regulatory Services, Registrars, Customer Feedback and Sandwell Childrens Trust. The service operates from 8.00am to 17:30pm for the majority of enquiries and we provide an Out of Hours service for repairs up till 20:00pm. Since the re-opening of the One Stop Shop we have also had to provide additional cover to assist with increased footfall. For many customers calling the contact centre this is often their first point of contact with the Council. We need to ensure that adequate resources are available during the above times so calls are answered quickly and efficiently when dealing with all enquiries. Our main objective is to help the people of Sandwell access the services we deliver. We do this over the phone via our Contact Centre and through promotion of our online services. The role: o You will answer customer enquiries and requests about a wide range of services. o You will have the ability to work in a fast-paced customer service environment and be a positive self-motivated person. o You must be able to respond promptly as well as politely and accurately to resolve the customer's query. o You will be given training through your induction period Key Requirements: o You have a proven track record of dealing with the public in a customer services role, ideally with call centre experience. o You can demonstrate you are a good listener with clear communication skills who can remain calm and professional whilst displaying a caring an empathetic attitude, dealing with a diverse range of customers. o You are able to record accurate details and use our IT systems is essential. o You must have 3 GCSE's at minimum Grade C, including English Language or equivalent. Hours: 37 Hours per week. The core opening hours of the Contact Centre are 8.00am to 8.00pm Monday to Friday. The various shift patterns for full and part-time posts will operate between the following hours: 8.00am - 4.00pm 8.30am - 4.30pm 9.00am - 5.00pm 9.30am - 5.30pm 12noon - 8 .00pm A DBS check is not required for this role and it is inside IR35. Please note this advert is also out with our Master Vendor You will receive further information regarding invoice terms if your candidate is appointed to this role. Invoices must be sent electronically on a weekly ... Additional information: The Council will be using the In-tend e-Tendering System for this Procurement exercise, please visit https://in-tendhost.co.uk/sandwellmbc to access the Sandwell MBC In-tend Supplier Portal. From here you will be able to register your company, express an interest in the opportunity, and gain immediate access to Quotation or other related documents. To submit a quotation you will be required to 'Opt In'. For a Step by Step user guide to the Sandwell MBC In-tend Supplier Portal please click on the 'Guidance for Suppliers' section of the website. All procurement responses must be carried out via the Sandwell MBC In-tend Supplier Portal. If you require further assistance in respect of the system please contact the In-tend support team on 0844 272 8810. Delivery Notes The Council will be using the In-tend e-Tendering System for this Procurement exercise, please visit https://in-tendhost.co.uk/sandwellmbc to access the Sandwell MBC In-tend Supplier Portal. From here you will be able to register your company, express an interest in the opportunity, and gain immediate access to Quotation or other related documents. To submit a quotation you will be required to 'Opt In'. For a Step by Step user guide to the Sandwell MBC In-tend Supplier Portal please click on the 'Guidance for Suppliers' section of the website. All procurement responses must be carried out via the Sandwell MBC In-tend Supplier Portal. If you require further assistance in respect of the system please contact the In-tend support team on 0844 272 8810. Is a Recurrent Procurement Type? : No

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-4caaa068-9c1c-4754-8de7-b9037fe71175
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/8fe51213-c1e1-4a9c-be29-e6d8b10c7c86
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure (below threshold)
Tender Suitability
Not specified
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79620000 - Supply services of personnel including temporary staff

Notice Value(s)

Tender Value
£26,684 Under £100K
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
14 Apr 20232 years ago
Submission Deadline
20 Apr 2023Expired
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
1 May 2023 - 31 Jul 2023 1-6 months
Recurrence
Not specified

Notice Status

Tender Status
Active
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
SANDWELL METROPOLITAN BOROUGH COUNCIL
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
WEST MIDLANDS
Postcode
B70 8SZ
Post Town
Birmingham
Country
England
Major Region (ITL 1)
TLG West Midlands (England)
Basic Region (ITL 2)
TLG3 West Midlands
Small Region (ITL 3)
TLG37 Sandwell
Delivery Location
TLG West Midlands (England)
Local Authority
Sandwell
Electoral Ward
West Bromwich Central
Westminster Constituency
West Bromwich

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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