---
title: "Customer Contact Centre"
ocid: "ocds-h6vhtk-077dda"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-077dda"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-077dda.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-077dda.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "Thameslink Southern Great Northern Limited (TSGN)"
published: "2026-09-30"
---

# Customer Contact Centre

Buyer: Thameslink Southern Great Northern Limited (TSGN)  
Current stage: Award  
OCID: ocds-h6vhtk-077dda

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-077dda)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-077dda.json)

## Summary

Thameslink Southern Great Northern Limited (TSGN) is buying outsourced customer contact centre services for its GTR rail operations. The provider delivers customer help-desk support in a demand-led environment, with staffing needs changing in response to customer contact volumes, operational disruption, service changes and other unplanned events. The service includes customer services and call-centre work. Delivery is in the United Kingdom. The requirement is for an established contact-centre operation able to handle variable workloads and maintain customer support through changing operational conditions.

The procurement is complete and an award has been made to Concentrix TSC UK Ltd through a direct award. The stated gross award value is £8.4 million. The contract period runs from 17 October 2026 to 16 October 2028, with a future signature scheduled for 16 October 2026. TSGN chose an extension rather than a competitive procurement because uncertainty about regionalisation of contact centres, rail reform and the move of train operators into public ownership leaves future customer service models unclear. The extension is intended to maintain continuity, avoid mobilisation and transition costs, reduce disruption and allow time for industry arrangements to become clearer. Enhanced functionality for the service platform and service offerings is an option.

For suppliers preparing for a future requirement from TSGN, this award demonstrates demand for outsourced rail customer contact-centre services, with capacity that can flex as contact volumes and operational conditions change. A credible provider would need to scale staffing in response to disruption, timetable or service changes, and unplanned events while maintaining consistent customer help-desk support. Experience supporting a complex, changing rail operating environment and the ability to adapt service delivery and platform functionality would be relevant. The direct award was justified by the need for continuity and avoidance of mobilisation and transition costs during industry change, so a competitor would need to show how it could manage transition and protect service continuity as well as operate the contact centre.

## Notice

GTR is seeking to appoint a provider to deliver the contact help desk services. Provision of outsourced customer contact centre services. The service operates in a demand-led environment, with resource requirements varying in response to customer contact volumes, operational disruptions, service changes and other ad hoc or unplanned events.

### Procurement Information

GTR has considered whether a competitive procurement exercise should be undertaken. However, due to ongoing uncertainty regarding the future regionalisation of contact centres, wider rail reform, and the transition of Train Operating Companies into public ownership, there is insufficient clarity regarding future customer service operating models. Conducting a procurement at this stage could result in a solution that does not align with future industry requirements and may not provide value for money. The proposed extension will provide continuity of service, negate a mobilisation period and transition costs, minimise operational disruption, and allow time for the future direction of industry arrangements to become clearer.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/092491-2026 |
| Notice type | UK5 - Transparency Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Direct |
| Procurement method details | Direct award |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 30 Sep 2026 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | 17 Oct 2026 - 16 Oct 2028 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | £8,400,000 |
| 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 | Thameslink Southern Great Northern Limited (TSGN) |
| Locality | LONDON |
| Postcode area | Central London |
| Postcode | EC3R 8AJ |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI35 Westminster and City of London |
| Local authority | City of London |
| Electoral ward | Bridge |
| Westminster constituency | Cities of London and Westminster |
| Delivery location | Not specified |

## Supplier

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

## CPV Codes

### Divisions

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

### Codes

- 79342300 - Customer services
- 79512000 - Call centre

## Release History

- 30 Sep 2026 at 15:26 - Award - UK5 - Transparency Notice - https://www.find-tender.service.gov.uk/Notice/092491-2026

## Documents

- https://www.find-tender.service.gov.uk/Notice/092491-2026
  30th September 2026 - Transparency notice on Find a Tender

## Notice URLs

- 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-077dda. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-077dda.json.