Contract

Concepts

• call centre
• phoenix
• services knowledge
• brief including fees
• phoenix’s residents
• seamless telephone service ooh
• modern slavery
• following documents
• great resident satisfaction
• sufficient resource

Location

Service to be provided remotely at provider's own place of operation

Description

Phoenix are seeking a supplier who can evidence an excellent track record of providing a ‘high standard’ of call handling expertise, sufficient resource and associated services knowledge to deliver a seamless telephone service OOH to Phoenix’s residents (or persons acting on their behalf) outside of Phoenix’s normal operating hours. The supplier will contribute to our aim of achieving great resident satisfaction in the upper quartile of our sector and assist us to improve the customer experience to meet the needs of residents. All services will be expected to maintain and demonstrate Phoenix’s core values and project a non-judgemental empathetic approach to residents and exhibit a strong understanding of maintaining professional boundaries.

Total Quantity or Scope

One stage process, tenders are invited and all documents and schedules to be provided as specified. After close of tender these will be evaluated. There may be interviews with shortlisted bids after which a contract will be awarded. Response to the brief: (no more than 3 x A4 pages in 12pt font, single spaced in Times New Roman or Arial Font) Your tender should include the following documents 1 Completed invitation to tender document, attached 2 How you propose to provide this service 3 Proposal in response to this brief including fees for the 4 service including cost breakdowns 5 Examples of how you have provided this service for other organisations to include results and outcomes associated with resident satisfaction 6 A resource statement including the management structure which is in addition to the brief Please note we will receive and answer any questions online through Mytenders. Please do not e mail questions directly to Natasha Briscoe or James Peters or any other Phoenix staff. Please also submit with your tender your policies on the following areas: 1 Modern Slavery and Human Trafficking 2 Corporate and Social Responsibility Policy 3 Anti-bribery and Anti-corruption Policy 4 Ethics Policy 5 Data and Privacy Policy 6 Safeguarding Policy 7 Equalities Policy

Renewal Options

2 year extension after the third year

Award Criteria

CPV Codes

• 79512000 - Call centre

Indicators

• This is a one-off contract (no recurrence)
• Renewals are available.

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. ** NOTE: To register your interest in this notice and obtain any additional information please visit the myTenders Web Site at https://www.mytenders.co.uk/Search/Search_Switch.aspx?ID=222913. The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available at https://www.mytenders.co.uk/sitehelp/help_guides.aspx. Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems. (MT Ref:222913)