Customer services

Tender description

Provision of Customer Management Services and Associated Business Processing Services. Inclusive of Customer Contact Services, Billing and Printing, Inbound/Outbound Mail management services, payments management services and associated back office processing services. — Front line customer contact operations on behalf of Southern Water, interacting with customers through channels including, but not limited to, voice, email, letter, webchat and secure messaging. — Mail sorting, courier, cheque processing, scanning and classification operations. — Back office support tasks which relate to the accounts of customers who require financial assistance with their water and/or wastewater bills. — Business Processing Activities resulting from exceptions which arise from automated payment processes. — Processing of activities related to refunds, Direct Debit indemnity claims (DDICs) and insolvency. — Printing and mailing of most written communication with customers and required Integration to SW specifications and composition tools. Southern Water wish to engage a Single Strategic Provider for direct or managed provision of these services.