Audience Services

BBC (British Broadcasting Corporation)
Selective procedure
16 April 2026 to 31 March 2031

Provision of comprehensive customer management services handling editorial and non-editorial complaints, enquiries, comments, technical support for iPlayer and Sounds, charitable donations, show ticketing, and switchboard management. The contract reprocures the existing service scope—excluding CRM hosting but including switchboard and potential scope expansion for social media—to align with Digital First objectives.

Open the official notice

Awarded value: £40.6m; As published
Published: 4 March 2024
Awarded: 8 April 2025; Serco
Contract length: 59 months; Ends 31 March 2031

What the contract covers

End-to-end customer management service

Provision of customer management and contact centre services including complaint handling, switchboard, and technical support.

Handle editorial and non-editorial complaints
Respond to enquiries
Manage comments and appreciations
Provide technical support for iPlayer, Sounds and BBC Account
Provide reception advice
Manage BBC Action Lines
Manage BBC Charitable Appeals and Donations collections, including Lifeline and Radio 4
Manage artist mail
Manage ticketing for BBC shows
Manage participation in a show

Terms and requirements

Contract type: End-to-end customer management service
Procedure: Selective procedure
Initial term: 60 months
Extensions: 36 months
Longest it can run: 96 months
Contract dates: 16 April 2026 to 31 March 2031
Certifications asked for: None stated
Lots: 1
Suitable for SMEs: Yes
Category: Services
CPV codes: 79342300, 22459000, 64214200

Services in this contract

Outsourced contact centres and helplinesMain service£5.1m typicalOutsourced audience contact service: complaints, enquiries, technical support, switchboard

Lifecycle

Published
4 March 2024
Contract awardedto Serco
8 April 2025
Contract starts
16 April 2026
Contract ends
31 March 2031

The buyer

BBC (British Broadcasting Corporation)

Type: Locked
Contracts, 24 months: Locked
Recorded value: Locked
Typical contract: Locked
Contact centre outsourcing contracts, 24 months: Locked

Buys most

Contact details

Name: Locked
Email: Locked
Phone: Locked
Address: Locked

See everything BBC (British Broadcasting Corporation) buys

The supplier

Serco

Contracts won, 24 months: Locked
Value won, 24 months: Locked
Buyers, 24 months: Locked
Size: Locked
Companies House number: Locked

Main buyers

See everything Serco has won

Similar contact centre outsourcing contracts and prices

41 contact centre outsourcing contracts were awarded in the last 24 months. See who won them and what they went for, next to this one.

See who won them →

Cite this contract

Link: https://bidskim.com/tender/186436/audience-services
Buyer reference: tender_411646/1477763
Open contracting ID: ocds-b5fd17-95ced625-82f5-42f2-8596-de2cdab6b901
Last checked: 5 November 2026

BBC (British Broadcasting Corporation). Audience Services. Contract award, 4 March 2024. BidSkim, https://bidskim.com/tender/186436/audience-services (accessed 5 November 2026).