#1105 - National Helpline re-tender

Tender description

This procurement event is to procure the services in relation to the National Helpline and Commercial Property Helpdesk. The Network Rail National Helpline and Commercial Property Helpdesk is a helpline and helpdesk service providing the primary point of contact for external stakeholders, residents and businesses in the vicinity of the railway. Network Rail expects to provide the highest quality customer service, provided through an external supplier. The National Helpline and Commercial Property Helpdesk will provide a first class service with agents capable of communicating Network Rail’s key corporate messages and empowered to resolve more cases at first point of contact. Agents will have a good understanding of all aspects of the UK rail industry and shall act as ambassadors for the Network Rail brand. The majority of enquiries relate to the day to day operations of the railway infrastructure, although the impact of Network Rail’s investment and enhancement programmes (as well as specific campaigns in the national media) have raised awareness of our company and the role we play within the wider industry. The Service is made up of three principle components – the National Helpline, Commercial Property Helpdesk and an out of hours Media Service.