Award Notice - Contact centre services

Companies House
Wales
Selective procedure
17 July 2025 to 17 November 2028

Delivery of comprehensive contact centre services including multi-channel customer support, enquiry handling, and administrative processing. The service supports high-volume public interactions, requiring robust operational management, performance monitoring, and integration with existing government service delivery systems.

Open the official notice

Awarded value: £23.8m; As published
Published: 8 August 2025
Awarded: 21 July 2025; Serco
Contract length: 40 months; Ends 17 November 2028

What the contract covers

Services contract

Provision of outsourced contact centre and customer support services for public sector organisations and government agencies.

Contact centre services

Terms and requirements

Contract type: Services contract
Procedure: Selective procedure
Initial term: 40 months
Contract dates: 17 July 2025 to 17 November 2028
Certifications asked for: None stated
Suitable for SMEs: Not stated
Category: Services
CPV codes: 75100000, 79512000, 79342300

Services in this contract

Outsourced contact centres and helplinesMain service£5.1m typicalOutsourced contact centre services under RM6181 Lot 1

Lifecycle

Published
8 August 2025
Contract awardedto Serco
21 July 2025
Contract starts
17 July 2025
Contract ends
17 November 2028

The buyer

Companies House

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

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Contact details

Name: Locked
Email: Locked
Address: Locked

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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

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Cite this contract

Link: https://bidskim.com/tender/200582/award-notice-contact-centre-services
Buyer reference: CF-0014400D3z000002KGVVEA4
Open contracting ID: ocds-b5fd17-a13eee16-04c9-4c7c-9d7b-88510ae21dc1
Last checked: 5 November 2026

Companies House. Award Notice - Contact centre services. Contract award, 8 August 2025. BidSkim, https://bidskim.com/tender/200582/award-notice-contact-centre-services (accessed 5 November 2026).