Out-of-Hours Customer Support Services
Estimated value
—
Awarded value
£166k
Suppliers
1
Lots
1
Published
26 Nov 2025
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.
Scope
- Reference
- TFW0904.00
- Commercial tool
- Standalone contract
- Contract dates
- 01 Jan 2026 to 31 Dec 2027Possible extension to 31 Dec 2029
2x 12 month optional extension periods
- CPV classifications
- 79512000795100007225300064200000
- Contract locations
- UK, United Kingdom
- Particular suitability
- Small and medium-sized enterprises (SME)Voluntary, community and social enterprises (VCSE)
Award criteria
Criteria the buyer will use to evaluate bids.
| Name | Description | Type | Weighting |
|---|---|---|---|
| Quality | — | quality | 60.00% |
| Cost | — | cost | 40.00% |
Participation
Conditions suppliers must meet to bid.
The service will need to be able to provide bilingual (English and Welsh)
Submission & procedure
- Procedure
- Below threshold - open competition
Award details
Awarded supplier(s), contract period and value as published in the award notice.
Awarded value
£166k
Award date
24 Nov 2025
Contract start
01 Jan 2026
Contract end
31 Dec 2028