Out-of-Hours Customer Support Services
Details
- Buyer
- Transport for Wales
- Supplier(s)
- Journeycall Limited,
- Value
- £166,400
- Duration
- 3 years
- Topic
- Telecommunications services
- Published
- 26 November 2025
- Source
- uk:find_a_tender
Tender description
This contract is for the provision of Out of Hours Customer Support Services to ensure continuous support for customers outside standard business hours. The service includes handling inbound customer queries, providing assistance, and escalating issues as required to maintain service continuity and customer satisfaction. ## Contract award Title: Out of Hours Customer Support Services
Timeline
- Completed: Award date24 November 2025
- Completed: Award published26 November 2025Current notice
- Next: Contract expiry date31 December 2028in 2 years
About the buyer
Transport for Wales runs and develops the country's rail, bus and active travel networks, buying as a central body with its own procurement and supply chain team. Every tender is advertised on Sell2Wales, the Welsh government's open tendering portal, where registration is free for suppliers. Above-threshold opportunities are also published on the UK government's Find a Tender Service. A dedicated procurement portal now carries every new tender opportunity. Pipeline notices and preliminary market engagement notices give suppliers early sight of contracts still to come. Procurement decisions follow the Procurement Act 2023 and the Procurement (Wales) Regulations 2024.
Procurement spend from central entities makes up 66% of overall UK public spend.
Over the past 5 years, most of Transport for Wales's contract awards have been in business services, construction work and IT services.
Relevant CPV codes
- 64200000 · Telecommunications services
- 72253000 · Helpdesk and support services
- 79000000 · Business services: law, marketing, consulting, recruitment, printing and security
- 79510000 · Telephone-answering services
- 79512000 · Call centre
Decision makers
Connect with the people behind this procurement.
| Contact name | Job title | Phone number | Work email |
|---|---|---|---|
| Head of Procurement | +44 •••• •••••• | ••••••••@transport-for-wales.gov | |
| Commercial Director | +44 •••• •••••• | ••••••••@transport-for-wales.gov | |
| Procurement Manager | +44 •••• •••••• | ••••••••@transport-for-wales.gov | |
| Category Lead | +44 •••• •••••• | ••••••••@transport-for-wales.gov | |
| Senior Buyer | +44 •••• •••••• | ••••••••@transport-for-wales.gov | |
| Contracts Manager | +44 •••• •••••• | ••••••••@transport-for-wales.gov |
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