Operations Support Assistant

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 - 6pm
Rate: £200-£225 per day (Inside IR35)
Duration: 6 month initial contract - extensions likely
Reports To: Operations Support Manager

Job Purpose
The 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 Experience
Knowledge/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 Relationships
Internal:
* 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.