OOH Repairs Service & Anti Social Behaviour

Tender description

PCH Contact Centre provides a sensitive, efficient and cost effective service, receiving and processing enquires including the following distinct service areas: i. Repairs ii. Antisocial Behaviour The service is made available to PCH customers city- wide, 24 hours a day, 7-days a week, 365 days per year. This wrap around service is designed to respond to emergency situations that may arise at any time day or night. PCH Housing’s Contact Centre is to be supported by an Out of Hours Call Handling Service that shall respond to emergency situations that arise outside of the normal Contact Centre opening hours. Lot 1: PCH Contact Centre provides a sensitive, efficient and cost effective service, receiving and processing enquires including the following distinct service areas: i. Repairs ii. Antisocial Behaviour The service is made available to PCH customers city- wide, 24 hours a day, 7-days a week, 365 days per year. This wrap around service is designed to respond to emergency situations that may arise at any time day or night. PCH Housing’s Contact Centre is to be supported by an Out of Hours Call Handling Service that shall respond to emergency situations that arise outside of the normal Contact Centre opening hours. The Out of Hours Call Handling Service is to be operational between the hours of 19:59 & 07:01am (Monday to Friday) and between 19:59pm on Fridays through to 07:01am the following Monday morning. The service is further extended to cover all statutory holidays. This shall include, as well as the out of hours operational requirements, an additional hours of cover for the following exceptional circumstances that may arise: 1. early handover of calls to the Out of Hour’s service on Christmas Eve and New Year’s Eve (from 12 noon or a time agreed); 2. closure of PCH Contact Centre for staff team briefing sessions (Potentially up to 2 working days a year); 3. closure of PCH Contact Centre for annual staff conference day (1 day); 4. Provide emergency cover in the event of IT failures, Sickness, adverse weather and office closures. To be mobilised within one hour. If you have an interest is providing this service, please register your interest at: ProcurementMailbox@plymouthcommunityhomes.co.uk