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| Source: | Find a Tender Service (FTS) |
| Notice Type: | Tender notice |
| Buyer: | Transport for Wales Rail Limited (Utility Buyer) |
| Main Category: | Services |
| Procurement Method: | Below threshold - open competition |
| Tender Status: | Complete |
| Estimated Value (ex. VAT): |
| £208,000 |
| Estimated Value (inc. VAT): | £249,600 |
| Release Date: | 24 September 2025 |
| Application Deadline: | 24 October 2025 |
| Contract Start Date: | 1 January 2026 (Estimated) |
| Contract End Date: | 31 December 2027 (Estimated) |
| Contract Duration: | 2.0 years |
| Procurement ID (OCID): | ocds-h6vhtk-05a090 |
| Notice Reference: | 059059-2025 |
All 2 notices for this procurement, oldest first.
Out-of-Hours Customer Support Services
Out-of-Hours Customer Support Services
View Original Notice
Access the full notice on the official portal
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.
Document pack· 3 files
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Pipeline status
Not addedContract imported automatically · AI writes the response
Application Deadline
24 October 2025
Closed
Estimated Value
£208,000
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