Assessment Service Consultant

About RM
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. 

The Assessment division of RM provides industry leading digital Assessment Services to examination boards, government departments and professional organisations across the globe. 

In addition to building on its significant UK market presence, RM is expanding internationally with customers worldwide including in Australia, New Zealand, South Africa, Singapore and the Caribbean. This success demands ongoing product development as well as major service evolution.

The Assessment Service Management (ASM) function sits within the Operations group of the Assessment division and is responsible for delivering the processes that support assessment examination cycles.

You will work closely with colleagues from across the business including other Operational teams and Customer Relationship Management to constantly evolve and improve the service we provide. To achieve this, you will need a process and customer orientated background.

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.

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.

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 service improvement 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.

Process Governance

• Responsible for the processes/documents for your customer (for example Exception management documentation).
• Contribute to the RM accreditation activities to ISO standards, such as participating in internal and external audits and maintain your documentation to agreed standards. 
• Present operational or process changes relating to your customer at the RM Change Approval Board.
• Work with Operational Managers and Customer Relationship Managers to deliver RM strategic objectives.
• Attend, contribute to and lead both internal and external customer meetings including but not limited to; Operations Board meetings, Lessons Learnt Reviews, training and representing RM at third party familiarisation visits e.g. visits to scanning suppliers.
• Duty Manager out-of-hours responsibilities on a rota basis

• Experience in a customer facing delivery role
• Experienced in the delivery of large-scale operations and time critical services
• Ability to be self-reliant, work under presser and prioritise workloads
• 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 the operational day to day contact for their customer.
• Demonstrates a commitment to delivering their customer needs.

Desirable

• Knowledge of service or project management methodologies (e.g. ITIL, PRINCE) would be an advantage
• Industry experience of using MS Excel (vlookups and pivot tables)
• Knowledge of working in a business to business environment
• An appreciation of how a complex operation is managed

At RM we are committed to building a workforce which reflects the diversity of the customers and communities we serve, and to creating an inclusive and flexible workplace where all our colleagues can be themselves and succeed on merit.  RM strongly encourages applications for all roles from Aboriginal and Torres Strait Islanders and individuals from all diverse backgrounds and under represented groups.  To view all current jobs at RM please visit our careers page.