MAS Contact Centre

Tender description

The Money Advice Service (the “MAS”) is seeking to appoint a Service Provider that can deliver and operate a complete contact centre solution to provide support and free, clear and unbiased money advice to UK consumers. The Contact Centre deals with enquiries relating to a wide range of money matters such as managing debt, benefits and pensions in English and Welsh submitted via telephone, Webchat, email and post. The aims of the MAS Contact Centre are to provide customers in the UK with the information they require and help them to take action and change their behaviour to improve their financial resilience. The scope of the MAS Contact Centre includes but is not limited to the following services: • Recruiting and training the appropriate number of Contact Centre staff in order to be able to meet the requirements according to language, subjects, and volumes of enquiries • Help MAS clients to take action to improve their money management. • Provide and maintain the complete telecom and IT infrastructure necessary for the operation of all communication channels (telephone, web and email) • Guarantee the smooth operation of all communication channels under varying levels of service demand volumes by providing flexible infrastructure and resources • Provide specific operational, technical and monitoring reports about the Services A more detailed description of the Services is available in the Invitation to Tender. As instructed by the MAS from time to time, the Contract may be extended to include additional services by other related bodies such as the Financial Conduct Authority (FCA), Financial Ombudsman Service (FOS), Financial Services Compensation Scheme (FSCS), Prudential Regulation Authority (PRA), Bank of England (BOE), HM Treasury (HMT) Department for Work and Pensions (DWP), insofar as they are necessary, and similar in nature to the Service. For the purposes of this Contract the MAS shall remain the Contracting Authority.