Melin Homes - Out-of-Hours Contact Centre Support 2022

Tender description

Melin Homes wishes to enter a contract to offer a single source solution to meet all our Out of our customer service needs.We require an out of hours call monitoring service that would operate on our behalf between the hours of 17:00pm and 08:00am Monday to Friday and 24/7 Saturday’s, Sunday’s, and Bank Holidays. in addition to this we would also require cover for any training days and corporate events (dates would be provided in advance).We would require information to be taken over the phone from our tenants and our protocols around repair diagnostics to be followed in addition to other emergency procedures including fire and flood etcNOTE: To register your interest in this notice and obtain any additional information please visit the Sell2Wales Web Site at https://www.sell2wales.gov.wales/Search/Search_Switch.aspx?ID=122166.The buyer has indicated that it will accept electronic responses to this notice via the Postbox facility. A user guide is available at https://www.sell2wales.gov.wales/sitehelp/help_guides.aspx.Suppliers are advised to allow adequate time for uploading documents and to dispatch the electronic response well in advance of the closing time to avoid any last minute problems. (WA Ref:122166)Under the terms of this contract the successful supplier(s) will be required to deliver Community Benefits in support of the authority’s economic and social objectives. Accordingly, contract performance conditions may relate in particular to social and environmental considerations. The Community Benefits included in this contract are:It is Melin Homes responsibility to deliver and report on Welsh procurement, supply-chain opportunities, resource and waste, targeted recruitment and training (TR&T) and community donations, to enable us to monitor our economic and environmental impact in Wales. Therefore, a contribution of 0.5% off the total value of this contract must be paid by the contractor into our sustainable community fund, please see the table below with examples of values. In addition to this all contracts over £100,000 must deliver targeted recruitment and training opportunities and contracts between £20,000 & £100,000 must consider for work placement, work experience or volunteering opportunities.The fund will then support our school/education initiatives and community projects. If you would like to get in contact to discuss further your community benefits please email Georgina our School officer schools@melinhomes.co.uk