ScotRail Customer Contact Centre
Details
- Topic
- Office-support services
- Published
- 1 March 2024
- Submission
- 3 April 2024
- Source
- uk:find_a_tender
Tender description
ScotRail is awarding this previously advertised and now complete procurement procedure for a fully managed customer contact centre. The scope of the contact centre is to provide a direct route for our customers to contact us via various methods including phone, email, letter and web support. The centre will support general enquiries, complaints, telesales, delay repay with the option to include passenger assist and web support services in the future Lot 1: ScotRail is awarding this previously advertised and now complete procurement procedure for a fully managed customer contact centre. The scope of the contact centre is to provide a direct route for our customers to contact us via various methods including phone, email, letter and web support. The centre will support general enquiries, complaints, telesales, delay repay with the option to include passenger assist and web support services in the future
Timeline
- Completed: Tender published1 March 2024Current notice
- Completed: Submission date3 April 2024
About the buyer
ScotRail Trains Limited operates Scotland's passenger rail network, a publicly owned train operator under Scottish Rail Holdings. Scottish Rail Holdings, wholly owned by the Scottish Government, took over passenger services from the previous franchise in April 2022. Transport Scotland sponsors the company on behalf of Scottish Ministers. A Framework Agreement between Scottish Ministers and Scottish Rail Holdings sets the terms within which the company operates.
Over the past 5 years, most of ScotRail Trains Limited's contract awards have been in transport equipment, repair and maintenance and installation services.
Decision makers
Connect with the people behind this procurement.
| Contact name | Job title | Phone number | Work email |
|---|---|---|---|
| Head of Procurement | +44 •••• •••••• | ••••••••@scotrail-trains-limited.gov | |
| Commercial Director | +44 •••• •••••• | ••••••••@scotrail-trains-limited.gov | |
| Procurement Manager | +44 •••• •••••• | ••••••••@scotrail-trains-limited.gov | |
| Category Lead | +44 •••• •••••• | ••••••••@scotrail-trains-limited.gov | |
| Senior Buyer | +44 •••• •••••• | ••••••••@scotrail-trains-limited.gov | |
| Contracts Manager | +44 •••• •••••• | ••••••••@scotrail-trains-limited.gov |
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