Assessment Service Consultant

1 week ago

Oxford, United Kingdom RM Group Full time

**Assessment Service Consultant**
**Abingdon, Oxford**

At RM Results we are experts in online exam testing and marking and the management and analysis of educational data. We work with government ministries, exam boards and professional awarding bodies for high stakes assessment such as GCSEs, A Levels and professional qualifications. Each year, our software is used globally to carry out hundreds of thousands of on-screen tests and to mark millions of paper-based scripts. For over a decade we’ve been partnering with the world’s leading awarding bodies to deliver intuitive, secure and reliable e-marking solutions. Every year more than a million people around the world get the marks they deserve thanks to RM

RM offers a range of services to our customers from a full managed service for their on-screen marking process, to hosting, licence and support services. We also provide services to customers who are adopting on-screen testing from bespoke development and support to the integration of our on-screen marking product.. The RM vision is to grow from our current strong position as the leading provider of high stakes eMarking solutions into an organisation that is a major force in the eAssessment arena and that is recognised as a thought leader in the market, bringing ideas such as artificial intelligence and adaptive testing into the eAssessment ecosystem in new, valuable and innovative ways. The RM vision is to transform the business into an end-to-end provider of e-enablement products and services for the global Assessment marketplace and to continue the strong growth that RM has driven over the last 12 years.

**Responsibilities**

**Delivery**
- Responsible for the delivery of the eAssessment / eMarking service from planning through to reconciliation to closure including input into service-based risk management.
- Managing targeted testing for your customer(s), internal RM service readiness planning and ensuring customer readiness plans are complete.
- You will be responsible for managing the service, with key milestones clearly identified and progress tracked.
- Using matrix management, you will need to influence resources outside of your immediate team.
- Support the system users by overseeing the escalation of queries, via investigation and interaction with internal teams or third-party suppliers.
- Oversee the delivery of a consistently high-quality service ensuring all activities that are required are completed within the agreed timelines (e.g. quality checks, reconciliation activities, incident tickets, service requests).
- Be the first point of operational contact with the customer. This will involve ad hoc requests, updates, and initial escalations, as well as contribution to the internal risk and issues register. Deliver a high level of customer care, providing regular updates and resolving any issues in a timely fashion.
- Responsible for the performance of your customer’s service against operational level agreements and contractual service level agreements and act on under-performance. Provide regular feedback to the internal customer team and assist in the production of and review the operational SLA report for your customer.

**Service Improvement**
- Analyse performance to identify CSI opportunities.
- Responsible for internal process improvement activities for your customer(s) and / or team (continual improvement) and contribute to strategic improvement activities.
- Deliver the internal Continual Improvement processes for your customer(s). This should include input from all teams (i.e. Helpdesk, Assessment Service Delivery, Application Support, Solution Architects, Technical Operations & Customer Relationship Managers).
- Contribute to new service introductions across Operations to ensure best practice across customers.
- Be responsible for the maintenance and delivery of the Continual Service Improvement Plan for your customer(s), liaising with the wider operations teams, Customer Relationship Managers, Solution Architect and Development teams when appropriate.

**Experience**
- Experienced in a customer facing delivery role
- Experienced in the delivery of large-scale operations and time critical services
- Experience of working with and reporting on KPIs, SLAs and OLAs
- Ability to be self-reliant, work under presser and prioritise workloads

**Behaviours/Skills**
- Demonstrable ability to deliver results meeting KPIs, SLAs and OLAs
- Ability to maintain quality output whilst demonstrating flexibility to changing demands and priorities in a high paced environment
- Demonstrable ability to identify and deliver improvements to products and / or services
- Ability to make informed decisions that directly affects business performance. Displaying good judgement in balancing the needs of the customer and RM
- Excellent written and verbal communication with strong active listening and influencing skills
- Develops reliable professional customer relationships and positions themselves as

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