---
title: "ScotRail Customer Contact Centre"
ocid: "ocds-h6vhtk-03f5ae"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03f5ae"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03f5ae.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03f5ae.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "SCOTRAIL TRAINS LIMITED"
published: "2025-11-14"
---

# ScotRail Customer Contact Centre

Buyer: SCOTRAIL TRAINS LIMITED  
Current stage: Award  
OCID: ocds-h6vhtk-03f5ae

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## Summary

ScotRail Trains Limited, headquartered in Glasgow, has completed the procurement for a fully managed customer contact centre, as part of its services procurement strategy. The tender, originally issued as part of ScotRail's efforts to support various customer communication channels—such as phone, email, and web support—was successfully awarded in November 2025. Teleperformance Ltd, the selected supplier, will provide services under an active contract worth £9,309,053, signed on October 7, 2025. This procurement, categorised under call centre services, represents the culmination of a negotiated procedure with prior competition and is covered by the GPA regulations. The procurement stage advanced from tender to award with the finalisation reflecting its commitment to enhancing communication and support standards.

For businesses capable of delivering managed contact centre operations, particularly those offering quality management plans and competitive pricing, this tender reveals a lucrative venture with long-term opportunities. The procurement could benefit companies specialising in customer support services, call centre operations, and office-support services aiming to grow their market presence within the UK. Given the potential requirements for innovative solutions in customer communication, businesses focusing on technology integration and enhanced customer interaction will find significant opportunities for collaboration with ScotRail. Engaging in such procurement processes allows businesses to tap into large-scale service delivery, develop strategic relations, and participate in public sector contracts with substantial financial implications. ScotRail's approach could stimulate community benefits through diverse and inclusive policies, promoting local employment, sustainability, and engagements with SMEs and supported businesses.

## Notice

ScotRail is awarding this previously advertised and now complete procurement procedure for a fully managed customer contact centre. The scope of the contact centre is to provide a direct route for our customers to contact us via various methods including phone, email, letter and web support. The centre will support general enquiries, complaints, telesales, delay repay with the option to include passenger assist and web support services in the future

### Lot Information

Finance Services

ScotRail is awarding this previously advertised and now complete procurement procedure for a fully managed customer contact centre. The scope of the contact centre is to provide a direct route for our customers to contact us via various methods including phone, email, letter and web support. The centre will support general enquiries, complaints, telesales, delay repay with the option to include passenger assist and web support services in the future

Renewal: The proposed contract term is three years initially to 31 March 2028 with four optional 12 month extensions with an end date of 31 March 2032. ScotRail reserves the right to take these extension options in multiple allocations of 12 months.

Payroll Services

ScotRail are looking for a provider of Payroll Services for the processing of a payroll for c5,200 active employees on 4 weekly pay cycle. Associated administration tasks to be handled by the provider will include processing changes to employee Terms & Conditions as required, updating payroll records periodically to ensure accurate payment to employees, responding to queries from employees by phone and email, payments to 3rd parties and associated administrative tasks, pension scheme administration, P11D's, and MI and reporting. ScotRail currently have iTrent for payroll and will provide licence access to the system. However, the payroll system may be subject to change over the life of the contract where ScotRail review their systems strategy for this service and are required to conduct a tender for the system in the future Additional information: Prospective suppliers who have the capacity and capability are asked to register an interest on the Public Contracts Scotland site and use the question and answer function to send a message that they are noting interest for Lot 2 Payroll Services. ScotRail will engage with appropriate suppliers to help inform our strategy for the future of these services

Customer Service Centre

ScotRail are looking for a provider (or providers) of managed customer contact centre services to handle our c350k annual customer contacts. This includes the provision of hardware, software, security and workflow management solutions. ScotRail are looking for service providers capable of: Customer Contact Centre - handling enquiries, complaints and refund requests via letter, email, webform and chat; - handling incoming and outgoing sales, aftersales (including refunds), general enquiries and complaints via phone call; - processing claims for compensation (in-line with our Delay-Repay scheme rules); - recording and reporting customer feedback for all contact methods and types; and - manual and automated workflows. Business Fulfilment - processing incoming customer letters and claim forms, including scanning; - processing outgoing mail, including printing, folding, inserting, sealing envelopes, franking, and posting; - secure physical storage of hard copy letters and claim forms post scanning- - management of freepost facilities; and - processing payments (such as BACs, Bank Card, PayPal). Management reporting - daily, weekly, and periodic reporting Training and workflow management - document existing processes and business information; - create efficient workflow processes; - create training material; and - deliver training to contact centre employees. Additional information: Prospective suppliers who have the capacity and capability are asked to register an interest on the Public Contracts Scotland site and use the question and answer function to send a message that they are noting interest for Lot 3 Customer Service Centre. ScotRail will engage with appropriate suppliers to help inform our strategy for the future of these services.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/073972-2025 |
| Notice type | Planning Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Negotiated procedure with prior call for competition |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Planning, Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 14 Nov 2025 |
| Submission deadline | 3 Apr 2024 |
| Future notice date | 1 Oct 2023 |
| Award date | 6 Oct 2025 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £9,309,053 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | SCOTRAIL TRAINS LIMITED |
| Additional buyers | SCOTRAIL TRAINS LTD |
| Locality | GLASGOW |
| Post town | Glasgow |
| Postcode | G31 3EW |
| Country | Scotland |
| ITL 1 | TLM Scotland |
| ITL 2 | TLM3 West Central Scotland |
| ITL 3 | TLM32 Glasgow City |
| Local authority | Glasgow City |
| Electoral ward | Anderston/City/Yorkhill |
| Westminster constituency | Glasgow North |
| Delivery location | TLM Scotland |

## Supplier

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

## CPV Codes

### Divisions

- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 79211110 - Payroll management services
- 79500000 - Office-support services
- 79510000 - Telephone-answering services
- 79511000 - Telephone operator services
- 79512000 - Call centre

## Release History

- 14 Nov 2025 at 13:03 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/073972-2025
- 1 Mar 2024 at 15:59 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/006727-2024
- 21 Aug 2023 at 15:31 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/024538-2023

## Notice URLs

- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000759207
- https://scotrail.wax-live.com/S2C/DisplayModules/TradeModules/Negotiations/Opportunities/ListEvents.aspx
- https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA30589
- https://www.scotrail.co.uk/

## 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-03f5ae. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03f5ae.json.