---
title: "Out-of-Hours Customer Support Services"
ocid: "ocds-h6vhtk-05a090"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-05a090"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-05a090.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-05a090.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "TRANSPORT FOR WALES RAIL LIMITED (UTILITY BUYER)"
published: "2025-11-26"
---

# Out-of-Hours Customer Support Services

Buyer: TRANSPORT FOR WALES RAIL LIMITED (UTILITY BUYER)  
Current stage: Award  
OCID: ocds-h6vhtk-05a090

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-05a090)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-05a090.json)

## Summary

Transport for Wales Rail Limited, operating under the role of Utility Buyer, has completed an open procurement process for the provision of Out-of-Hours Customer Support Services. The contract was awarded to Journeycall Limited and is aimed at offering continuous customer support services after standard business hours. The services will include handling customer queries, providing assistance, and managing escalations to ensure customer satisfaction. Based in Pontypridd, Wales, the contract under Welsh devolved regulations will commence on 1st January 2026 and is set to run until the end of 2028, with potential extensions until 2030. The procurement followed an open competition below the threshold, involving a planned contract signing by 8th December 2025, with the initial award taking place on 24th November 2025.

This tender presents significant opportunities for businesses in the customer support and telecommunications sectors. Companies capable of delivering bilingual support in both English and Welsh, with expertise in CRM system integration and customer satisfaction tracking, are particularly well-suited to provide these services. The availability of optional extension periods offers additional growth potential for suppliers who can demonstrate continuous excellence in service delivery. The total contract value, with renewal options extending further, represents a substantial business opportunity in the UK services industry, particularly for firms able to leverage technology to enhance customer experience while ensuring regulatory compliance.

## Notice

This contract is for the provision of Out of Hours Customer Support Services to ensure continuous support for customers outside standard business hours. The service includes handling inbound customer queries, providing assistance, and escalating issues as required to maintain service continuity and customer satisfaction.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/077225-2025 |
| Notice type | UK6 - Contract Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Below threshold - open competition |
| Tender suitability | SME, VCSE |
| Awardee scale | Large |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 26 Nov 2025 |
| Submission deadline | 24 Oct 2025 |
| Future notice date | Not specified |
| Award date | 24 Nov 2025 |
| Contract period | 1 Jan 2026 - 31 Dec 2028 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £208,000 |
| Lots value | £208,000 |
| Awards value | £166,400 |
| Contracts value | Not specified |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | TRANSPORT FOR WALES RAIL LIMITED (UTILITY BUYER) |
| Locality | PONTYPRIDD |
| Post town | Cardiff |
| Postcode | CF37 4TH |
| Country | Wales |
| ITL 1 | TLL Wales |
| ITL 2 | TLL5 South East Wales |
| ITL 3 | TLL51 Central Valleys and Bridgend |
| Local authority | Rhondda Cynon Taf |
| Electoral ward | Pontypridd Town |
| Westminster constituency | Pontypridd |
| Delivery location | Not specified |

## Supplier

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

## CPV Codes

### Divisions

- 64 - Postal and telecommunications services
- 72 - IT services: consulting, software development, Internet and support
- 79 - Business services: law, marketing, consulting, recruitment, printing and security

### Codes

- 64200000 - Telecommunications services
- 72253000 - Helpdesk and support services
- 79000000 - Business services: law, marketing, consulting, recruitment, printing and security
- 79510000 - Telephone-answering services
- 79512000 - Call centre

## Release History

- 26 Nov 2025 at 12:39 - Award - UK6 - Contract Award Notice - https://www.find-tender.service.gov.uk/Notice/077225-2025
- 24 Sep 2025 at 07:37 - Tender - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/059059-2025

## Documents

- https://www.find-tender.service.gov.uk/Notice/077225-2025
  26th November 2025 - Contract award notice on Find a Tender
- https://www.find-tender.service.gov.uk/Notice/059059-2025
  24th September 2025 - Tender notice on Find a Tender
- https://etenderwales.bravosolution.co.uk/go/74690408019976A685F0
  Please refer to the submission instructions for guidance.

## Notice URLs

- http://www.tfwrail.wales
- https://etenderwales.bravosolution.co.uk
- 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-05a090. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-05a090.json.