Single Party Framework for the Provision of Contact Centre and Document Management Services and Related Services

The winning tenderer will provide the Operational Services from the Actual Operational Services Commencement Date, Monday – Friday 9am to 5pm excluding Bank Holidays. All Operational Services will be delivered across four channels: Voice, Email, Webchat, Post (Paper). The winning tenderer will provide Operational Services as per 4 pillars outlined below: Customer Support Front Facing Customer Support ➢ Provision of reliable information via phone, email and webchat, to the public on their rights and responsibilities in terms of both living in and providing accommodation in, the rental sector and technical support with navigating the RTB online portal/systems. ➢ Handoff to Dispute Resolution & compliance in 2% of overall contacts, where more specialist support is required. Back-office Customer Support ➢ Reviewing all documentation received by post. Sorting, scanning, routing & escalating where required. ➢ Data entry of tenancy registration and dispute resolution application forms. ➢ Data entry of notice of termination and Rent Pressure Zone exemption forms. Registration ➢ Customer Resolution process (Incomplete Registrations) process: The CRM tenancy management system will automatically schedule activity and will review either by Phone, Email or Letter depending on the preferred contact method. ➢ Manage requests to amend/update a Tenancy Registration. ➢ Manage and process all data validation queries ensuring only one version of a dwelling address exists within the registration system. ➢ Management of the Registration process for Student Specific Accommodation (SSA), engaging with SSA providers, and managing SSA data sheets. Dispute Resolution The winning tenderer will be responsible for: ➢ Managing all dispute applications ➢ Application assessment and confirmation of all parties’ details ➢ Processing payment where necessary ➢ Ensuring timely correspondence with parties including processing adjournment and withdrawal requests where necessary. ➢ Providing high quality customer support and resolving customer queries. ➢ Document Management ➢ Data Entry ➢ Performance reporting and providing data insights for continuous improvement Compliance ➢ Manage the receipt of any Phone, Email or Post notifications of any potential infringements, apply an initial assessment and route to the appropriate team in RTB HQ Dublin. ➢ Assist in basic large volume data evaluation.