Provision of out of hours customer call centre services.
Description: Connexus is undertaking this tender exercise to secure a high quality, reliable and customer focused out of hours emergency repairs call handling service for its customers. The service is required to ensure that customers can access timely support outside of Connexus' normal working hours, including evenings, weekends, bank holidays and other closure periods. Connexus is seeking to appoint a supplier with proven experience of delivering out of hours services within the UK social housing sector, capable of managing calls professionally, sensitively and in line with agreed Connexus protocols. The appointed supplier will be expected to accurately assess the nature and urgency of each contact, provide clear advice to customers, record information appropriately, and where required, escalate or dispatch emergency repairs to Connexus' nominated contractors or internal teams. For (read more...)
Summary: Connexus Homes Limited is seeking an out-of-hours emergency repairs call-handling service for its social housing customers. The supplier will handle contacts outside normal working hours, including evenings, weekends, bank holidays and other closure periods. It must assess the nature and urgency of calls, give customers clear advice, record information accurately and, where required, escalate cases or dispatch emergency repairs to Connexus’s nominated contractors or internal teams. The service is intended to ensure customers can obtain timely support when Connexus’s usual service is closed. The work is customer contact and call-centre services, including telephone answering and office support. Delivery is in Herefordshire and Shropshire.