---
title: "Customer Management Service for UK and International Students"
ocid: "ocds-h6vhtk-03628a"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03628a"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03628a.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03628a.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "PRIFYSGOL BANGOR / BANGOR UNIVERSITY"
published: "2022-10-07"
---

# Customer Management Service for UK and International Students

Buyer: PRIFYSGOL BANGOR / BANGOR UNIVERSITY  
Current stage: Award  
OCID: ocds-h6vhtk-03628a

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03628a)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-03628a.json)

## Summary

Prifysgol Bangor / Bangor University recently completed a procurement process for a "Customer Management Service for UK and International Students" in the services category, specifically for higher education services. The requirement was for a bilingual customer management service that integrates seamlessly with university processes to handle the complete student lifecycle from enquiry to enrolment. The procurement method used was an award procedure without prior publication of a call for competition. The contract, initially for three years with possible extension up to five years, was awarded to UniQuest Ltd on 1st October 2022. The service delivery location is in Bangor, Gwynedd, UKL12.

This tender by Prifysgol Bangor / Bangor University presents business growth opportunities particularly for SMEs in the service sector, focusing on higher education services. Businesses proficient in offering bilingual customer services and experienced in managing the student lifecycle could excel in competing for such contracts. The contract duration of initially three years, with potential extension up to five years, offers a stable and potentially long-term revenue stream for the successful bidder. The tailored offers requirement for different markets, including lead generation opportunities, provides avenues for innovative service providers to demonstrate their capabilities.

## Notice

Bangor University requires a bilingual (Welsh and English) customer management service for UK and international students, which seamlessly integrates with University processes, to manage the complete lifecycle from enquiry through to enrolment.

### Lot Information

Lot 1

Bangor University requires a comprehensive, bilingual (Welsh and English), customer service facility which will provide sector leading support to enquirers through to enrolment, maximising our conversion rates across UK and international markets. Specifically we require as a minimum: - Full integration with University systems for the management of data; - A fully bilingual service in both Welsh and English, with equal availability on demand, reactive and proactive, in both languages across all platforms; - Reactive responses to inbound queries across multiple media and platforms, nurturing relationships with prospective students in the UK and internationally, taking into account time zones; - Proactive conversion services, supporting individuals from enquiry through to enrolment; - Provision of additional resources at key times of the year; - Provision of management data on a regular basis to assess and manage performance; - Segmentation of enquirers and provision of tailored offers to these markets for UK (in Welsh and English) and international; - Access to lead generation opportunities and data.

Options: The contract will be awarded for three years initially, with the option to extend for a further two years thereafter, up to a maximum term of five years.

### Procurement Information

These requirements are highly specialised, in particular the requirement for all UK student communications - reactive and proactive, to be available equally in Welsh and English, and our assessment of the market has not revealed another supplier who has the required experience and ability. Therefore the University believes this supplier is the only provider who can deliver the unique portfolio of essential services, experience, technology and data integration, across the UK and international markets, which we require.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/028287-2022 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Limited |
| Procurement method details | Award procedure without prior publication of a call for competition |
| Tender suitability | Not specified |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 7 Oct 2022 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 23 Aug 2022 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £2,429,115 |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Cancelled |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | PRIFYSGOL BANGOR / BANGOR UNIVERSITY |
| Locality | BANGOR |
| Post town | Llandudno |
| Postcode | LL57 2DG |
| Country | Wales |
| ITL 1 | TLL Wales |
| ITL 2 | TLL3 North Wales |
| ITL 3 | TLL32 Gwynedd |
| Local authority | Gwynedd |
| Electoral ward | Canol Bangor |
| Westminster constituency | Bangor Aberconwy |
| Delivery location | TLL12 Gwynedd |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | UNIQUEST |

## CPV Codes

### Divisions

- 80 - Education and training services

### Codes

- 80300000 - Higher education services

## Release History

- 7 Oct 2022 at 14:23 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/028287-2022
- 24 Aug 2022 at 13:56 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/023641-2022

## Notice URLs

- http://www.bangor.ac.uk
- https://www.sell2wales.gov.wales/search/Search_AuthProfile.aspx?ID=AA0340

## 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-h6vhtk-03628a. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03628a.json.