Assessment Service Consultant

4 weeks ago

Abingdon, United Kingdom RM Education Limited Full time

Overview:
**About RM**

At RM, we are focused on delivering technology and resources to the education sector, supporting schools, teachers and earners, enabling the improvement of education outcomes worldwide. We work across the industry from pre-school to higher education and professional qualifications, our customers include schools, examination boards, central governments and other professional institutions. We have a clear purpose to enrich the lives of learners worldwide.

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.

The Assessment Service Consultant is responsible for the organisation and delivery of the operational services for one or more customers, as a member of the Assessment Service Management Team. It is a customer facing role and will require liaising with both operational counterparts within customer and supplier organisations, and when appropriate senior customer and supplier stakeholders.

The role will involve managing the service to our customers in a matrix managed environment, co-ordinating activities across a number of functions and teams, managing the reporting required and delivering the service to contractual commitments. For example, the Assessment Service Consultant will have an operational relationship with their customers and manage the reports and operational service for them, even though the commercial aspects are owned by the Customer Relationship Manager. Similarly, the Assessment Service Consultant will need to ensure all supplier tasks are completed in accordance with agreed service levels and timescales and when appropriate escalating to the Supplier Management team.

You will work closely with our Customer Relationship Managers to constantly evolve and improve the service we provide, to achieve this you will need both a process and customer/supplier orientated background.

**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**:
This role will have exposure to one or more of the Assessment division’s customers at an operational

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