Operations Support Assistant - Public Sector Client Location: Hybrid - Warwick (3 days per week)/Remote Working (2 days per week): Mon, Tues & Thurs to cover shifts spanning over 8am - 6pmRate: £200-£225 per day (Inside IR35)Duration: 6 month initial contract - extensions likely Reports To: Operations Support ManagerJob PurposeThe Operations Support Assistant is responsible for:* Providing support to the account by answering corporate phone lines.* Triage service requests raised by internal and external clients.Responsibilities* Answer corporate telephone lines professionally, addressing caller requests appropriately.* Administer and maintain the helpdesk system, including user account management, password resets, and updating client details.* Conduct monthly analysis of call statistics and service requests for inclusion in management reports.* Triage service requests passed to resolver queues, ensuring timely and appropriate handling while adhering to SLA requirements.* Assist in creating business reports for the Service Desk.* Run test scripts for system upgrades.* Support the Operations Support Manager with ad hoc requests.Knowledge, Skills, and ExperienceKnowledge/Experience:* Previous experience in customer service and administrative roles.* Proficiency in Microsoft applications, including Outlook, Word, and Excel.* Ability to work independently and with minimal supervision.* Basic knowledge of SQL.* Experience working effectively in a close-knit team.

Mandatory Skills:* Exceptional customer service skills and experience.* Strong keyboard skills, ensuring speed and accuracy in content creation.* Effective communication skills to understand and fulfil customer requests.* Methodical approach and keen attention to detail.Communications and Working RelationshipsInternal:* Collaborate with support teams to address customer service requests.* Work with Project Managers on ongoing projects.* Coordinate with Client Relationship Managers on account-specific issues.

External:* Communicate professionally with customers to resolve issues and queries.* Liaise with third-party suppliers regarding discrepancies or report queries.Interested? Please apply for immediate consideration from the Gibbs Hybrid team.