--- title: "Customer Service Advisor" ocid: "ocds-b5fd17-4caaa068-9c1c-4754-8de7-b9037fe71175" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-4caaa068-9c1c-4754-8de7-b9037fe71175" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-4caaa068-9c1c-4754-8de7-b9037fe71175.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-4caaa068-9c1c-4754-8de7-b9037fe71175.json" source: "Contracts Finder" current_stage: "Tender" buyer: "SANDWELL METROPOLITAN BOROUGH COUNCIL" published: "2023-04-14" --- # Customer Service Advisor Buyer: SANDWELL METROPOLITAN BOROUGH COUNCIL Current stage: Tender OCID: ocds-b5fd17-4caaa068-9c1c-4754-8de7-b9037fe71175 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-4caaa068-9c1c-4754-8de7-b9037fe71175) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-4caaa068-9c1c-4754-8de7-b9037fe71175.json) ## Summary 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. ## Notice 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 ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/8fe51213-c1e1-4a9c-be29-e6d8b10c7c86 | | 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 | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 14 Apr 2023 | | Submission deadline | 20 Apr 2023 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 1 May 2023 - 31 Jul 2023 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £26,684 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | SANDWELL METROPOLITAN BOROUGH COUNCIL | | Locality | WEST MIDLANDS | | Post town | Birmingham | | Postcode | B70 8SZ | | Country | England | | ITL 1 | TLG West Midlands (England) | | ITL 2 | TLG3 West Midlands | | ITL 3 | TLG37 Sandwell | | Local authority | Sandwell | | Electoral ward | West Bromwich Central | | Westminster constituency | West Bromwich | | Delivery location | TLG West Midlands (England) | ## CPV Codes ### Divisions - 79 - Business services: law, marketing, consulting, recruitment, printing and security ### Codes - 79620000 - Supply services of personnel including temporary staff ## Release History - 14 Apr 2023 at 07:19 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/8fe51213-c1e1-4a9c-be29-e6d8b10c7c86 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/8fe51213-c1e1-4a9c-be29-e6d8b10c7c86 14th April 2023 - Opportunity notice on Contracts Finder - https://in-tendhost.co.uk/sandwellmbc/aspx/ Additional information on how to apply for this contract ## Notice URLs - https://in-tendhost.co.uk/sandwellmbc ## 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-b5fd17-4caaa068-9c1c-4754-8de7-b9037fe71175. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-4caaa068-9c1c-4754-8de7-b9037fe71175.json.