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Open tender

Published

Out-of-Hours Customer Support Services

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Buyer

Transport for Wales

Value

208,000 GBP

Close date

2025-10-24

Description

Transport for Wales Rail Ltd (TfWRL) is conducting an open tender to procure outsourced out-of-hours customer support services under TfW’s Terms and Conditions. The anticipated start date is 1st January 2026. The service will need to be able to provide bilingual (English and Welsh) customer support via telephone, social media, and email, operating 7 days a week during specified out-of-hours periods. Key requirements include accessibility compliance, call and email handling, CRM integration, customer satisfaction tracking, and robust business continuity. TfWRL will provide system access, training, and ongoing support.

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Chair

Chairman

Redacted

redacted@redacted.co.uk

+44 01234 567 890

Chief Executive Officer

Chief Officer

Redacted

redacted@redacted.co.uk

+44 01234 567 890

Chief Finance, Governance & Corporate Serv Officer

Top Level Director

Redacted

redacted@redacted.co.uk

+44 01234 567 890

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CPV Codes

79512000 - Call centre
72253000 - Helpdesk and support services
64200000 - Telecommunications services
79510000 - Telephone-answering services
79511000 - Telephone operator services
79500000 - Office-support services
72253200 - Systems support services
72253100 - Helpdesk services

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