The objective is to engage a qualified and experienced labour hire provider to supply skilled professionals for our Contact Centre.

Critical to successfully managing our Contact Centre, and to supporting us to achieve our Customer Experience strategic ambition, is a constant pipeline of suitable, prepared and readily available casual labour customer service resources.

Hunter Water currently have up to 10 contact centre staff with the incumbent service provider.

Services that are requested to be carried out under this contract include:

1. Selection and recruitment of casual labour hire resources to support our multi-channel Contact Centre.

2. Guide best practice end-to-end recruitment and selection guidelines, to deliver the most skilled personnel for contact centre functions.

3. Flexible workforce solutions to meet dynamic operational needs.

4. Assist Hunter Water with managing labour hire resources, including grievance handling, performance management, absenteeism, excessive leave balances, policy training and attrition management.

5. Maintain employment of Labour Hire Contact Centre employees, including payroll and casual provisions.

6. Report to Hunter Water on issues and ongoing engagement of labour hire resources.

7. Report to Hunter Water on the performance of the contract.

The supplier of these services must have a local presence. This is a mandatory requirement.

Hunter Water are seeking to enter a business relationship that is professional in all aspects, that is customer-centric and values high-quality and efficient service delivery.

The Contact Centre is located in Hunter Water's Head Office building in Honeysuckle, Newcastle in a purpose-built work area within the building. The Contact Centre currently operates between the hours of 7am to 6pm Monday to Friday and 8am to 1pm Saturday for Customer Service and Emergency and Faults. After-hours support may be required to provide to the Control Centre team as required in managing increased customer activity with the 24/7 Emergency and Faults service.

Tenderers must tender for all items listed within the Scope documentation and Pricing Schedules.

Hunter Water's ideal objective is a solution through a single provider.

Where this is assessed to be the case, we will consider including additional suppliers as appropriate, and a tender that does not address all services will NOT be considered non-compliant.