Assessment Service Delivery

Overview:
At RM we provide technology and resources to the education sector, supporting schools, teachers and learners, with one goal, to improve education outcomes worldwide. What we do helps all levels of the industry, from preschool to higher education and professional qualification, our customers include schools, examination boards, central governments and other professional institutions. We have a clear purpose to enrich the lives of learners worldwide.

To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work.

An Assessment Service Delivery Coordinator you will be responsible for organising and delivering a range of Assessment Service Management team services for one or more customers. It is a customer facing role and will liaise with operational counterparts within customer and supplier organisations.

**Responsibilities**:
The primary functions of this role are to:

- Ensure suppliers are given the required information to plan resources and capacity
- Represent the Assessment Service Management team across the RM business
- Manage and deliver quality checking and reconciliation activities for your customer(s)
- Build and maintain effective direct operational level relationships with suppliers and customers
- Ensure the Assessment Service Management day to day performance is monitored and reported on against the agreed operational delivery plans and service levels

**Delivery**
- Responsible for the end-to-end delivery for the Assessment Service Management processes required in an examination session or service, with activities from session planning through to reconciliation to session closure.
- Manage queries raised by the system users (examiners and awarding body admin teams) via investigation and interaction with third parties suppliers (scanning and data capture companies).
- Manage and deliver daily and weekly quality checks including checking accuracy of customer feed data to ensure a consistently high level of service quality.
- Manage and deliver the reconciliation activities for your customer.
- Contribute to the internal continual service improvement process for your customer(s).
- Be the point of operational contact for the customer for Assessment Service Management activities. This will involve attending customer conference calls, ad hoc requests and updates. Deliver a high level of customer care, providing regular updates and resolving any issues in a timely fashion.

**Governance**
- Monitor performance of your customer’s Assessment Service Management session activities against internal key performance indicators and external service level agreements and take action on under-performance for Assessment Service Management activities. Provide regular feedback to the Customer team meetings and own the production of the Assessment Service Management operational SLA report inputs for your customer.
- Contribute to the Assessment Service Management processes/documents for your customer (for example Exception Handling Guideline documents). Contribute to the RM accreditation activities to ISO standards, i.e. participate in internal and external audits, and maintain documentation to agreed standards.

**Service Improvement**
- Deliver internal process improvement activities for Assessment Service Management (e.g. outputs from lessons learnt), and contribute to process improvement activities or new service introductions in Assessment Service Management to ensure best practice across customers. Liaise with the Assessment Service Management Consultant, Customer Relationship Managers, Service Architect and Development teams when appropriate.
- Participate in end user testing as part of the on-going release cycle of RM software.
- Ensure test materials are available and prepared when required.

**Experience**:
**Experience**
- Experience in a customer facing delivery role
- Experienced in the delivery of operational activities
- Experience of working with and reporting on KPIs
- Ability to be self-reliant, work under presser and prioritise workload

**Behaviours/Skills**
- 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 team performance. Displaying good judgement in balancing the needs of the customer and RM
- Excellent written and verbal communication
- In addition, an advanced knowledge of MS Office Packages with the ability to learn new interfaces quickly and confidently.

**Knowledge**
- Knowledge of service or project management methodo