Customer Experience Development Programme

Customer Experience Development Programme

A tailored Customer Experience Development programme that reflects Curo’s strategic objectives, vision values and culture web to deliver the very best customer services. A programme compatible with Curo’s culture change that empowers colleagues to deliver our vision. A positive impact on the behaviours and language that constantly and consistently puts customers first.

Reference number: CR314

Deadline date:10/12/2012

This deadline is for… 13:00 on 10th December for receipt of completed tender submissions for the Customer Experience Training Programme

Contract value:£150,000 – £200,000

Location where the contract is to be carried out: Bath and North East Somerset, North Somerset and South Gloucestershire

Is this suitable for smaller suppliers? Yes

Is this contract suitable for a voluntary, community and social enterprise organisations? No

Name of the buying organisation: Curo Group

 

Description of the contract

Our intent is to procure a programme of development that will deliver: •A tailored Customer Experience Development programme that reflects Curo’s strategic objectives, vision values and culture web to deliver the very best customer services. •A programme compatible with Curo’s culture change that empowers colleagues to deliver our vision. •A positive impact on the behaviours and language that constantly and consistently puts customers first. •A set of tools that colleagues understand and use to help them deliver excellent and extraordinary customer services. •An approach that can be embedded within Curo to ensure it is sustained in the future (new colleagues/contractors). •An approach that has Executive lead/delivery at every session. •Competitive advantage Key to delivering this project is the development of a relationship between Curo and the Service Provider so that the training is tailored to Curo’s Mission, Vision, Values and culture web.

 

Classification of the contract

80511000 Staff training services

80500000 Training services

 

Additional information

Contract type: Services – Unspecified

Is it a framework agreement? No

Is this contract related to a programme of funding? No

Contract will be awarded based on: Most economically advantageous tender in terms of: The criteria stated in the contract documents

Estimated length of contract: 12 Months

 

Who to contact

Contact name Jane Jones

Organisation name Curo Group

Address The Maltings, Riverside Place, Bath, BA2 1EP

Telephone

Extension number:

Fax

Web address www.curo-group.co.uk

 

How to apply

Curo wishes to engage a training provider to deliver a customer Service development programme to all of our 400 colleagues. As part of the tender documentation, providers will be expected to be able to articulate the competitive advantage this development programme will create for the organisation. It is anticipated that the duration of the contract will be for an initial 12 month period with the majority of colleagues having been through the programme in the first 6 months. The proposals offered should show how the programme could continue in the future and include others that work for us such as contractors, in order that our Customer Excellence culture is sustained, refreshed and developed. Once awarded, we anticipate that the successful organisation will work on the delivery design and materials development in January/February 2013. This will include site visits to ensure a full understanding of the Curo business, aspirations for Customer Excellence and ways of working. A pilot will be run in March 2013 with the opportunity for further review following assessment. The full programme delivery will commence no later than end of April 2013. Interested Parties are required to download, complete and return the Tender document, attached to this notice by the deadline stated.