---
title: "9662 - Customer support officer for the customer contact centre in City Hall, Norwich - AWARD"
ocid: "ocds-b5fd17-a10ac809-3751-4eb3-9e06-b2bea6782e9d"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-a10ac809-3751-4eb3-9e06-b2bea6782e9d"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-a10ac809-3751-4eb3-9e06-b2bea6782e9d.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-a10ac809-3751-4eb3-9e06-b2bea6782e9d.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "NORWICH CITY COUNCIL E-TENDERING"
published: "2017-08-30"
---

# 9662 - Customer support officer for the customer contact centre in City Hall, Norwich - AWARD

Buyer: NORWICH CITY COUNCIL E-TENDERING  
Current stage: Award  
OCID: ocds-b5fd17-a10ac809-3751-4eb3-9e06-b2bea6782e9d

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## Summary

The Norwich City Council is undergoing a procurement process for the award of a contract titled "9662 - Customer support officer for the customer contact centre in City Hall, Norwich." This procurement falls under the services industry, specifically classified under security services, with an invitation to supply a Customer Support Officer (CSO) for its busy contact centre located at City Hall, Norwich (NR2 1NH). The procurement method is an open procedure, and the contract period is set to start on 18 July 2017, with the possibility of extending for up to two additional years. Key dates include the tender period ending on 12 June 2017 and the award date being 19 June 2017, with the contract value estimated at £96,000.

This tender presents a significant opportunity for businesses in the security services sector, particularly those capable of providing trained personnel for customer-facing roles. Companies that can deliver regular and relief Customer Support Officers in a high-traffic service environment such as a contact centre will be well-positioned to succeed. This contract not only offers a stable contractual term but also a chance to establish a long-term relationship with Norwich City Council, tapping into additional avenues for growth and service provision in the public sector.

## 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/ea95337f-7b2d-444e-9f61-42460c23c954 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 30 Aug 2017 |
| Submission deadline | 12 Jun 2017 |
| Future notice date | Not specified |
| Award date | 18 Jun 2017 |
| Contract period | 17 Jul 2017 - 17 Jul 2018 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £96,000 |
| 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 E-TENDERING |
| 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
- 79713000 - Guard services

## Release History

- 30 Aug 2017 at 13:47 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/ea95337f-7b2d-444e-9f61-42460c23c954

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/ea95337f-7b2d-444e-9f61-42460c23c954
  30th August 2017 - Awarded contract notice on Contracts Finder

## Notice URLs

- http://www.norwich.gov.uk/YourCouncil/Finance/Pages/Procurement.aspx

## Provenance

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