Colleague competency solution - AWARD
This sits in the upper-middle of the IT Services band — a substantial contract for the sector. Based on 36,449 valued IT Services tenders in our corpus.
The Riverside Group (TRG) are a large Social Housing provider based in Speke, Liverpool.
Our customer services team handles c.1m contacts from and to customers each year.
With people at our heart, we've an intent to improve the quality of our services to our customers, whether in social housing or our care and support schemes and services - delivered by engaged and fulfilled colleagues.
We aim to add value by reducing cost through better working practices, without undermining service standards and quality.
We'll maximise income by improving our collection rates and optimise our commercial activities.
We're committed to providing a more positive digital experience for customers and colleagues, ensuring that digital is the first choice every time.
We currently offer a multichannel ecosystem, but over time aim to deliver a more sop…
What the supplier must deliver
With people at our heart, we've
With people at our heart, we've an intent to improve the quality of our services to our customers, whether in social housing or our care and support schemes and services.
We currently offer a multichannel ecosystem, but
We currently offer a multichannel ecosystem, but over time aim to deliver a more sophisticated omnichannel experience that is integrated and needs-based.
Colleague competency has been an ongoing challenge
Colleague competency has been an ongoing challenge for the Customer Service Centre team, with colleagues expected to retain significant process information and knowledge across multiple core servicing areas.
An advisor teams chat is available
An advisor teams chat is available to support colleagues with questions or queries, this is used c300 times per day for advisors to ask questions and raise support requests if they're unsure/unable to respond to a customer's query.
This means over 100,000 support requests are
this means over 100,000 support requests are made and responded to per year, increasing handling time and highlighting an issue with advisor knowledge and competency.
Derived from the notice text — always confirm against the original documents.
- OCID
- 114ba483-8929-4d59-ba93-3bb00ead1407
- Stage
- contract · Contract
- Source
- Contracts Finder
- Buyer ref
- IT-599-183-TRG/0183 - AWARD
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