---
title: "PRO004931-Services-Contract-Contact Centre Resources"
ocid: "ocds-h6vhtk-05866e"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-05866e"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-05866e.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-05866e.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "UNITED UTILITIES WATER LIMITED"
published: "2025-11-21"
---

# PRO004931-Services-Contract-Contact Centre Resources

Buyer: UNITED UTILITIES WATER LIMITED  
Current stage: Award  
OCID: ocds-h6vhtk-05866e

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-05866e)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-05866e.json)

## Summary

The recent procurement process led by United Utilities Water Limited focuses on hiring a specialist vendor to enhance contact centre resources, with the contract aiming to provide services for scalable, high-quality, billing-related customer support via voice and potential digital channels. The procurement, managed with the assistance of The Knowledge Group Services Limited, was conducted using a selective, competitive flexible procedure designated for utilities. The contract, valued at £6,600,000, spans from 8th December 2025 to 7th December 2026 with provisions for extensions up to 2028. The signing of the contract is scheduled for 8th December 2025, with Concentrix TSC UK Ltd identified as the chosen supplier, operating in the telephone-answering service category primarily in the UKD region.

This tender presents significant growth opportunities for businesses specialising in telecommunications and customer service management, particularly those with capabilities in handling large-scale customer interactions across diverse channels. Companies with robust staffing, technology, and quality assurance processes stand to benefit, as they need to support the in-house contact centres of United Utilities. Furthermore, businesses with experience in utility service support and flexible resource management, especially those looking to engage in public utility sector contracts, would find this procurement a lucrative venture. Small and medium enterprises (SMEs) that offer innovative workforce and technological solutions could also leverage their agility to meet the dynamic demands stipulated in the contract's service proposal.

## Notice

The scope is to include all provisions necessary to create additional resource and capacity to support UU's in-house contact centres. It is anticipated that there will be a consistent resource requirement throughout each contract year, with increased capacity during peak billing periods. The objective is to appoint a specialist vendor capable of delivering high-quality, scalable, billing-related customer services across voice and, potentially, digital channels. The agreement includes a comprehensive service proposal, covering: * Staffing and training model * Technology stack (IT and telephony setup) * Governance and reporting structure * Quality assurance approach * Supplier readiness for mobilisation ahead of January billing peak

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/076056-2025 |
| Notice type | UK6 - Contract Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Competitive flexible procedure |
| Tender suitability | SME |
| Awardee scale | Large |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 21 Nov 2025 |
| Submission deadline | 8 Sep 2025 |
| Future notice date | Not specified |
| Award date | 20 Nov 2025 |
| Contract period | 8 Dec 2025 - 7 Dec 2026 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £6,600,000 |
| Lots value | £6,600,000 |
| Awards value | £6,600,000 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Complete |
| Awards status | Pending |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | UNITED UTILITIES WATER LIMITED |
| Additional buyers | THE KNOWLEDGE GROUP SERVICES LIMITED |
| Locality | GREAT SANKEY |
| Post town | Warrington |
| Postcode | WA5 3LP |
| Country | England |
| ITL 1 | TLG West Midlands (England) |
| ITL 2 | TLG2 Shropshire and Staffordshire |
| ITL 3 | TLG22 Shropshire |
| Local authority | Shropshire |
| Electoral ward | Bayston Hill, Column and Sutton |
| Westminster constituency | Shrewsbury |
| Delivery location | TLD North West (England) |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | CONCENTRIX TSC |

## CPV Codes

### Divisions

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

### Codes

- 79510000 - Telephone-answering services

## Release History

- 21 Nov 2025 at 13:56 - Award - UK6 - Contract Award Notice - https://www.find-tender.service.gov.uk/Notice/076056-2025
- 12 Aug 2025 at 14:55 - Tender - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/048140-2025

## Documents

- https://www.find-tender.service.gov.uk/Notice/076056-2025
  21st November 2025 - Contract award notice on Find a Tender
- https://www.find-tender.service.gov.uk/Notice/048140-2025
  12th August 2025 - Tender notice on Find a Tender
- https://portal.maistro.com/expression-of-interest/3cf08d86-ce5d-46cb-998f-1fbaed644b4a

## Notice URLs

- http://www.concentrix.com
- https://www.legislation.gov.uk/ukpga/2023/54/contents

## 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-05866e. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-05866e.json.