Notice Information
Notice Title
Out-of-Hours Customer Support Services
Notice Description
This contract is for the provision of Out of Hours Customer Support Services to ensure continuous support for customers outside standard business hours. The service includes handling inbound customer queries, providing assistance, and escalating issues as required to maintain service continuity and customer satisfaction.
Notice Details
Publication & Lifecycle
- Open Contracting ID
- ocds-h6vhtk-05a090
- Publication Source
- Find A Tender Service
- Latest Notice
- https://www.find-tender.service.gov.uk/Notice/077225-2025
- Current Stage
- Award
- All Stages
- Tender, Award
Procurement Classification
- Notice Type
- UK6 - Contract Award Notice
- Procurement Type
- Standard
- Procurement Category
- Services
- Procurement Method
- Open
- Procurement Method Details
- Below threshold - open competition
- Tender Suitability
- SME, VCSE
- Awardee Scale
- Large
Common Procurement Vocabulary (CPV)
- CPV Divisions
64 - Postal and telecommunications services
72 - IT services: consulting, software development, Internet and support
79 - Business services: law, marketing, consulting, recruitment, printing and security
-
- CPV Codes
64200000 - Telecommunications services
72253000 - Helpdesk and support services
79000000 - Business services: law, marketing, consulting, recruitment, printing and security
79510000 - Telephone-answering services
79512000 - Call centre
Notice Value(s)
- Tender Value
- £208,000 £100K-£500K
- Lots Value
- £208,000 £100K-£500K
- Awards Value
- £166,400 £100K-£500K
- Contracts Value
- Not specified
Notice Dates
- Publication Date
- 26 Nov 20252 months ago
- Submission Deadline
- 24 Oct 2025Expired
- Future Notice Date
- Not specified
- Award Date
- 24 Nov 20253 months ago
- Contract Period
- 1 Jan 2026 - 31 Dec 2028 3-4 years
- Recurrence
- Not specified
Notice Status
- Tender Status
- Complete
- Lots Status
- Complete
- Awards Status
- Active
- Contracts Status
- Not Specified
Buyer & Supplier
Contracting Authority (Buyer)
- Main Buyer
- TRANSPORT FOR WALES RAIL LIMITED (UTILITY BUYER)
- Contact Name
- Chloe Allen
- Contact Email
- chloe.allen@tfw.wales
- Contact Phone
- Not specified
Buyer Location
- Locality
- PONTYPRIDD
- Postcode
- CF37 4TH
- Post Town
- Cardiff
- Country
- Wales
-
- Major Region (ITL 1)
- TLL Wales
- Basic Region (ITL 2)
- TLL5 South East Wales
- Small Region (ITL 3)
- TLL51 Central Valleys and Bridgend
- Delivery Location
- Not specified
-
- Local Authority
- Rhondda Cynon Taf
- Electoral Ward
- Pontypridd Town
- Westminster Constituency
- Pontypridd
Further Information
Notice Documents
-
https://www.find-tender.service.gov.uk/Notice/077225-2025
26th November 2025 - Contract award notice on Find a Tender -
https://www.find-tender.service.gov.uk/Notice/059059-2025
24th September 2025 - Tender notice on Find a Tender -
https://etenderwales.bravosolution.co.uk/go/74690408019976A685F0
Please refer to the submission instructions for guidance.
Open Contracting Data Standard (OCDS)
View full OCDS Record for this contracting process
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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