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Contract awardedContact centre outsourcing

Historic England Customer Service Provision

The contract provides a first point of contact service for general enquiries, operating Monday to Friday, 09:00-17:00. The service is delivered remotely from the supplier's premises or home-based staff, covering seven core components with an optional eighth component starting in March 2026. The scope focuses on high-volume enquiry management and continuous service quality improvement.

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Awarded value
£447k
As published
Published
14 August 2024
Awarded
22 November 2024
Adecco
Contract length
40 months
Ends 31 March 2028

What the contract covers

Outsourced customer service provision

Provision of outsourced customer service contact centre support for general public enquiries and administrative filtering services.

  • Act as first point of contact for Historic England for general enquiries
  • Filter other enquiries for Historic England
  • Provide the customer service working to an agreed service standard, Monday to Friday year-round between 09:00-17:00
  • Deliver the service from the supplier’s premises or workers’ homes, without requiring onsite presence at Historic England
  • Provide seven core customer service components and one optional component for possible inclusion on 1 March 2026

Terms and requirements

Contract type
Outsourced customer service provision
Procedure
Open procedure
Initial term
40 months
Contract dates
2 December 2024 to 31 March 2028
Certifications asked for
None stated
Lots
1
Suitable for SMEs
Yes
Category
Services
CPV codes
72720000, 79512000, 79342300, 79511000

Services in this contract

Lifecycle

  1. Published
  2. Contract awardedto Adecco
  3. Contract starts
  4. Contract ends
The buyer

Historic England

Type
Locked
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Locked
Recorded value
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Typical contract
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Name
Locked
Email
Locked
Phone
Locked
Address
Locked
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The supplier

Adecco

Contracts won, 24 months
Locked
Value won, 24 months
Locked
Buyers, 24 months
Locked
Companies House number
Locked
Main buyersLocked
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Cite this contract

Link
https://bidskim.com/tender/237693/historic-england-customer-service-provision-award
Buyer reference
IT-514-325-P/REF 00000325 - AWARD
Open contracting ID
ocds-b5fd17-bee08567-f535-4d39-9863-b7e4d15fae10
Last checked
5 November 2026

Historic England. Historic England Customer Service Provision. Contract award, 14 August 2024. BidSkim, https://bidskim.com/tender/237693/historic-england-customer-service-provision-award (accessed 5 November 2026).