---
title: "Tender for the Provision of Customer Contact Centre Managed Service"
ocid: "ocds-h6vhtk-04d696"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04d696"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-04d696.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-04d696.json"
source: "Find A Tender Service"
current_stage: "Tender"
buyer: "ARRIVA UK TRAINS LIMITED"
published: "2025-01-27"
---

# Tender for the Provision of Customer Contact Centre Managed Service

Buyer: ARRIVA UK TRAINS LIMITED  
Current stage: Tender  
OCID: ocds-h6vhtk-04d696

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-04d696.json)

## Summary

Arriva UK Trains Limited is currently in the tender stage for the procurement of a managed service for their Customer Contact Centre, specifically for Train Operating Companies Chiltern and Grand Central. This procurement falls under the services category, with a CPV classification of customer services (79342300). The service will be based in the UK or EU and needs to cater to various communication channels such as phone and email, managing services like telesales, web support, and refunds. The tender period closes at 5:00 PM on 28th February 2025. Businesses interested must express their interest via email to Maeve Molloy at molloym@arrivatrains.co.uk by this deadline.

This tender presents significant business growth opportunities, particularly for companies experienced in retail or transport sectors that can provide customer support through diverse channels including social media and AI. The contract period is set for three years, with a potential extension of up to an additional two years, subject to performance criteria. Businesses adept at handling scalable customer service operations, with multi-skilled teams capable of managing fluctuating contact volumes, will find this tender particularly well-suited to their capabilities. Moreover, the selective procurement method underscores the necessity for quality and reliability in service provision.

## Notice

Tender is being conducted for the provision of a customer contact centre-managed service for Train Operating Companies (TOCs) Chiltern and Grand Central. This will include providing agents to assist our customers with telesales, web support, passenger assistance, NRE transfer, emails, and refunds. (Retail or Transport experience is required).

### Lot Information

Lot 1

Arriva UK Trains (AUKT) is running a tender for the provision of a Customer Contact Centre-managed service on behalf of Train Operating Companies (TOCs) Chiltern and Grand Central. AUKT defines the Customer Contact Centre services as providing seamless support across various communication channels, including phone, and email for, telesales, web aftersales support, assisted travel, transfers from NRE, refund processing for online and telesales and ad hoc overflow for customer relations. The average volume per month for Chiltern is 1000 calls, and for Grand Central's is 1200 calls, across various touch points. The Customer Contact Centre must support various communication channels, including live chat, social media, and the use of AI in responding to basic queries in the future for Grand Central and Chiltern. AUKT requires the service to be able to manage increases/decreases in volumes over time with a multi-skilled team, in order to meet our required SLAs.

Renewal: This would be subject to commercial and performance criteria being achieved. Duration 3 years with an option to extend for an additional 2 years.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/002766-2025 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Restricted procedure |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 27 Jan 2025 |
| Submission deadline | 28 Feb 2025 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Active |
| Lots status | Active |
| Awards status | Not specified |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | ARRIVA UK TRAINS LIMITED |
| Locality | SUNDERLAND |
| Post town | Sunderland |
| Postcode | SR3 3XP |
| Country | England |
| ITL 1 | TLC North East (England) |
| ITL 2 | TLC4 Northumberland, Durham and Tyne & Wear |
| ITL 3 | TLC44 Sunderland |
| Local authority | Sunderland |
| Electoral ward | Doxford |
| Westminster constituency | Houghton and Sunderland South |
| Delivery location | Not specified |

## CPV Codes

### Divisions

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

### Codes

- 79342300 - Customer services

## Release History

- 27 Jan 2025 at 17:25 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/002766-2025

## Notice URLs

- https://marketdojo.com/

## 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-04d696. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-04d696.json.