PRO004931-Services-Contract-Contact Centre Resources
Details
- Value
- £6,600,000
- Topic
- Telephone-answering services
- Published
- 12 August 2025
- Submission
- 8 September 2025
- Source
- uk:find_a_tender
Tender description
The scope is to include all provisions necessary to create additional resource and capacity to support UU's in-house contact centres. It is anticipated that there will be a consistent resource requirement throughout each contract year, with increased capacity during peak billing periods. The objective is to appoint a specialist vendor capable of delivering high-quality, scalable, billing-related customer services across voice and, potentially, digital channels. The agreement includes a comprehensive service proposal, covering: • Staffing and training model • Technology stack (IT and telephony setup) • Governance and reporting structure • Quality assurance approach • Supplier readiness for mobilisation ahead of January billing peak
Timeline
- Completed: Tender published12 August 2025Current notice
- Completed: Submission date8 September 2025
About the buyer
United Utilities Water Ltd is the regulated water and wastewater utility for the North West of England, and buys through its own commercial department. Category managers within the commercial department oversee markets such as construction and engineering. Large infrastructure schemes, including the Haweswater Aqueduct Resilience Programme, go to tender as multi-party contracts.
Over the past 5 years, most of United Utilities Water Ltd's contract awards have been in architectural and engineering services, IT services and waste, cleaning and environmental services.
Decision makers
Connect with the people behind this procurement.
| Contact name | Job title | Phone number | Work email |
|---|---|---|---|
| Head of Procurement | +44 •••• •••••• | ••••••••@united-utilities-water-ltd.gov | |
| Commercial Director | +44 •••• •••••• | ••••••••@united-utilities-water-ltd.gov | |
| Procurement Manager | +44 •••• •••••• | ••••••••@united-utilities-water-ltd.gov | |
| Category Lead | +44 •••• •••••• | ••••••••@united-utilities-water-ltd.gov | |
| Senior Buyer | +44 •••• •••••• | ••••••••@united-utilities-water-ltd.gov | |
| Contracts Manager | +44 •••• •••••• | ••••••••@united-utilities-water-ltd.gov |
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