Public Sector Network Tender Alert


Provision of Customer Support Officer for the contact centre at City Hall

Norwich city council has a busy customer contact centre and reception (based at City Hall, Norwich, NR2 1NH) welcoming around 100,000 customer per annum. Customers visit the contact centre to access a wide variety of services including housing advice, parking, council tax, housing benefits, planning etc. The council has a need to provide a Customer support officer (CSO) who will be located in the customer contact centre on a daily basis. NoCC are offering an opportunity for a company to supply a CSO for a period of one year with an option to extend the contract for an additional two years (on a one year at a time basis). The council requirement is for a regular CSO and a relief CSO to be trained for this role. It has been proven that a regular "face" in the contact centre has a positive impact on the overall ambiance on a day to day basis with both customers and council staff alike. The new contract is planned to commence 18 July 2017 Please note that there are TUPE implications with this contract.


Gillian Newton
City Hall
St Peters Street

Contract value: 1

Published: 17 May 2017, Receipt by: 12 Jun 2017