Transport for Wales Rail Limited (Utility Buyer)
Out-of-Hours Customer Support Services
All tender costs and liabilities are the sole responsibility of bidders. The contracting authority reserves the right to award the contract in whole or in part, or to pause, halt, or annul the process without awarding. To submit a formal proposal, access the ITT via the eTenderWales portal. 1. Register at https://etenderwales.bravosolution.co.uk (only once): accept T&Cs, enter correct business/user details. 2. Express interest: log in, click 'ITT Open to all suppliers', select ITT_120118 click 'express interest'. This moves the ITT to 'my ITTs'—a secure area. Access documents via 'buyer attachments'. 3. Respond: click 'my response' under 'ITT details', choose 'create response' or 'decline' (with reason). Use 'messages' to contact the buyer. Note the deadline and follow on-screen instructions. Note: All bidders must be registered on the Central Digital Platform (with Unique ID) and on www.Sell2Wales.co.uk.
The submission route named on the official notice.
This sits in the upper-middle of the Postal & Telecommunications band — a substantial contract for the sector. Based on 2,074 valued Postal & Telecommunications tenders in our corpus.
Transport for Wales Rail Ltd (TfWRL) is conducting an open tender to procure outsourced out-of-hours customer support services under TfW’s Terms and Conditions.
The anticipated start date is 1st January 2026.
The service will need to be able to provide bilingual (English and Welsh) customer support via telephone, social media, and email, operating 7 days a week during specified out-of-hours periods.
Key requirements include accessibility compliance, call and email handling, CRM integration, customer satisfaction tracking, and robust business continuity.
TfWRL will provide system access, training, and ongoing support.
What the supplier must deliver
Transport for Wales Rail Ltd (TfWRL) is
Transport for Wales Rail Ltd (TfWRL) is conducting an open tender to procure outsourced out-of-hours customer support services under TfW’s Terms and Conditions.
The service will need to be able
The service will need to be able to provide bilingual (English and Welsh) customer support via telephone, social media, and email, operating 7 days a week during specified out-of-hours periods.
Key requirements include accessibility compliance, call
Key requirements include accessibility compliance, call and email handling, CRM integration, customer satisfaction tracking, and robust business continuity.
TfWRL will provide system access, training,
TfWRL will provide system access, training, and ongoing support.
Derived from the notice text — always confirm against the original documents.
Skills, tools & certifications
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- OCID
- ocds-h6vhtk-05a090
- Stage
- tender · Open
- Source
- Find a Tender
- Buyer ref
- 059059-2025
Contains public sector information licensed under the Open Government Licence v3.0. Source data © Crown copyright.
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