Flexible Customer Contact Centre staffing pool

Summary

The tender concerns the establishment and operation of a flexible staffing pool for the Customer Contact Centre of the Municipality of Meppel, covering 2,500 hours. The agreement is planned to start on 1 January 2027, run for four years and may be unilaterally extended by the contracting authority for two additional years. Staff must be suitable for front-office, telephone, reception, back-office, email and social-media support. The supplier must provide at least five candidates, ensure rapid availability and replacement where necessary, and manage recruitment, payroll, absence guidance and training. Dutch language proficiency at CEFR level B2 in speech and writing and spoken English are required for deployed staff. Evaluation is based on hourly price (30%) and quality (70%), including continuity, flexibility, communication and cooperation. A Social Return obligation applies: when total turnover exceeds EUR 200,000, 5% of invoiced turnover must be spent on approved SROI activities.