Call centre

Tender description

This Contract Notice is issued by the Department for Education (DfE) and is an opportunity to provide the Get into Teaching Information Service, a contact and support service that assists people to apply for initial teacher training (ITT) courses, and assists qualified teachers to return to the profession, in England. The service will be delivered from 1 September 2017 for an initial 3-year term with option to extend for 1+1. A similar provision is in place until this date. The DfE wishes to appoint a supplier that will be able to convert initial interest in teacher training into a successful application for ITT, through offering a personalised service to each enquirer. This will include: a) contact channels including telephone and webchat; b) a 1:1 advisory service; c) delivery of NCTL's customer relationship management programme; d) supporting marketing activities; e) systems to evaluate and improve the customer experience; and f) a system to offer school experience days. The National College for Teaching and Leadership (NCTL) is an executive agency sponsored by the Department for Education (DfE). Its purpose is to improve the quality of the education and early years workforce and to help schools to help each other improve. This is for an initial 3-year term, with the option to extend for 1+1. NCTL is responsible for ensuring that enough high quality trainees enter initial teacher training (ITT) to meet the needs of the sector. It also supports qualified teachers returning to the profession; those looking to apply for Early Years ITT; and schools/teachers looking to gain accreditation as a teaching school/leader of education. To support teacher supply in England, NCTL is seeking one national provider (or consortium) to support and motivate people to enter teaching careers, either through ITT or through returning to the profession. This service relates to recruitment to teacher training courses and teaching posts in England, although enquiries can be made by candidates from anywhere in the world. The Provider will offer a personalised service based on the specific needs of each enquirer, through: — An initial point of contact and information including, but not limited to, voice, webchat and social media channels. — A 1:1 tailored advisory service to eligible candidates, offered over a period of time and delivered by professionals. — Delivery of NCTL's customer relationship management programme. — Support for Train to Teach events and other targeted activities to support marketing campaigns. — Systems to evaluate and improve the customer experience, and provide a range of management information. — An accessible system for schools and candidates to arrange classroom experience days. The Service will lead interactions with enquirers, helping each individual to identify next steps that could increase their chances of both applying to ITT and being successful. The service requirements may change over time in response to Government policy. The Service gives NCTL a means of providing accurate, impartial and consistent messages about ITT and teaching for the state sector in England, guiding them to making a successful application. Services are focussed on registrants who could train to teach a priority subject. Current priority subjects for ITT are mathematics, physics, chemistry, languages, computing, geography and biology. This list is subject to change on an annual basis. Estimated total value: The maximum indicative value range for Year 1 of the contract term is 3 000 000 GBP — 4 750 000 GBP exclusive of VAT. NCTL expects year on year savings across the service, and improvements to be made to candidate journey that will enable the cost per successful applicant to reduce. This contract will have an option to extend for up to a further 2 years.