Thames Water has awarded its AMP6 employee relations contract to Leicestershire-headquartered Croner Group Ltd.
The contract covers the provision of an employee relations advisory service to the water company’s managers. . Thames has around 4 800 employees - during the last year approximately 880 employee relations cases were handled by the firm’s HR advisors.
The service to be provided incorporates a telephone advice line for all managers as well as an on-line platform for case management, reporting etc.
The advice needs to be pragmatic, fully compliant with the relevant legislation and TW's processes and procedures as well as taking into account the relevant commercial considerations
Thames Water said the appointed supplier will be seen as an extension of its own department – the water company was looking for a supplier who can offer a collaborative approach as well as in depth knowledge and experience of all supplier relations issues.
Croner will be expected to adopt a coaching and supportive approach to Thames’ managers at all times. When Thames Water went out to tender it stipulated that the technology platform which will underpin the services needed to be robust, flexible and easy to use.
The water company also specified the principle of ‘Right Shoring’ its services as key to optimum user satisfaction and said it wanted to ensure the best location is chosen for this service. One of the key principles for the service was based around tone or voice affinity, with preference towards English as first language —Thames Water was therefore looking for a supplier with this capability.
No information has been provided about the overall value or the number of bidders in the running for the contract, which will run for an initial duration of 2 years, with options to extend annually up to a maximum overall term of 6 years.
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