--- title: "Provision of Customer Support Officer for the contact centre at City Hall" ocid: "ocds-b5fd17-0113984c-6edd-4def-8495-91863cf2ec31" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-0113984c-6edd-4def-8495-91863cf2ec31" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-0113984c-6edd-4def-8495-91863cf2ec31.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-0113984c-6edd-4def-8495-91863cf2ec31.json" source: "Contracts Finder" current_stage: "Award" buyer: "NORWICH CITY COUNCIL" published: "2017-06-21" --- # Provision of Customer Support Officer for the contact centre at City Hall Buyer: NORWICH CITY COUNCIL Current stage: Award OCID: ocds-b5fd17-0113984c-6edd-4def-8495-91863cf2ec31 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-0113984c-6edd-4def-8495-91863cf2ec31) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-0113984c-6edd-4def-8495-91863cf2ec31.json) ## Summary The Norwich City Council is seeking to procure a Customer Support Officer for its busy contact centre located at City Hall, Norwich, NR2 1NH. This service will support approximately 100,000 customers annually, with the contract set to commence on 18 July 2017 and running for one year, with an option to extend for an additional two years. The tender was published on 17 May 2017, and the closing date for submissions was 12 June 2017. The procurement method for this opportunity is an open procedure, and it falls under the services category, specifically focusing on personnel supply services. This tender offers significant opportunities for businesses, particularly those that provide staffing solutions or customer service expertise. Companies equipped to supply trained personnel for customer-facing roles will find this contract appealing, especially considering the TUPE implications which may suit firms accustomed to managing staff transitions. Small to medium-sized enterprises (SMEs) may particularly benefit from this opportunity, allowing them to expand their operational capacity and establish a long-term partnership with the local council. ## Notice Norwich city council has a busy customer contact centre and reception (based at City Hall, Norwich, NR2 1NH) welcoming around 100,000 customer per annum. Customers visit the contact centre to access a wide variety of services including housing advice, parking, council tax, housing benefits, planning etc. The council has a need to provide a Customer support officer (CSO) who will be located in the customer contact centre on a daily basis. NoCC are offering an opportunity for a company to supply a CSO for a period of one year with an option to extend the contract for an additional two years (on a one year at a time basis). The council requirement is for a regular CSO and a relief CSO to be trained for this role. It has been proven that a regular "face" in the contact centre has a positive impact on the overall ambiance on a day to day basis with both customers and council staff alike. The new contract is planned to commence 18 July 2017 Please note that there are TUPE implications with this contract. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/b1401e6e-c00e-4018-b0ae-d62e15238067 | | Notice type | Award Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | SME | | Awardee scale | Large | | All stages | Tender, Award | ## Dates | Field | Value | | --- | --- | | Publication date | 21 Jun 2017 | | Submission deadline | 12 Jun 2017 | | Future notice date | Not specified | | Award date | 20 Jun 2017 | | Contract period | 17 Jul 2017 - 17 Jul 2018 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £1 | | Lots value | Not specified | | Awards value | £13 | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Complete | | Lots status | Not specified | | Awards status | Active | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | NORWICH CITY COUNCIL | | Locality | NORWICH | | Post town | Norwich | | Postcode | NR2 1NH | | Country | England | | ITL 1 | TLH East (England) | | ITL 2 | TLH5 Norfolk | | ITL 3 | TLH51 Norwich and East Norfolk | | Local authority | Norwich | | Electoral ward | Mancroft | | Westminster constituency | Norwich South | | Delivery location | Not specified | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | NPSS SECURITY SERVICES | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79620000 - Supply services of personnel including temporary staff - 79710000 - Security services ## Release History - 21 Jun 2017 at 14:42 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/b1401e6e-c00e-4018-b0ae-d62e15238067 - 17 May 2017 at 14:11 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/a06c1c68-2663-4315-a272-3bc5314e6e5e ## Documents - https://www.contractsfinder.service.gov.uk/Notice/b1401e6e-c00e-4018-b0ae-d62e15238067 21st June 2017 - Awarded contract notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/a06c1c68-2663-4315-a272-3bc5314e6e5e 17th May 2017 - Opportunity notice on Contracts Finder - https://in-tendhost.co.uk/norwich/aspx/ProjectManage/167 Please download tender documents and upload completed tenders using this link: ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-0113984c-6edd-4def-8495-91863cf2ec31. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-0113984c-6edd-4def-8495-91863cf2ec31.json.