Assessment Service Consultant
Posted 11 hours 32 minutes ago by RM Education
Would you like to help enrich the lives of learners around the world? At RM, we've been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 20 million students and improving educational outcomes worldwide.
What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification; we partner with schools, examination boards, governments, and professional organisations globally to make learning more accessible, more engaging, and more impactful.
RM operates through three divisions: Assessment (digital assessment and marking solutions), Technology (managed services, hardware, and software for schools), and TTS (educational resources).
Within the assessment market we are experts in providing solutions for 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 conduct hundreds of thousands of on screen tests and to mark millions of paper based scripts. For over a decade we have partnered with the world's leading awarding bodies to deliver intuitive, secure, and reliable e marking solutions.
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.
- Managing the service, with key milestones clearly identified and progress tracked.
- Using matrix management, influencing resources outside of your immediate team.
- Supporting system users by overseeing the escalation of queries, through investigation and interaction with internal teams or third party suppliers.
- Overseeing 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).
- Being the first point of operational contact with the customer, providing regular updates and resolving any issues in a timely fashion.
- Monitoring performance against operational level agreements and contractual SLAs, acting on under performance, and providing regular feedback to the internal customer team.
- Analyzing performance to identify continual improvement opportunities.
- Leading internal process improvement activities for your customer(s) and / or team, and contributing to strategic improvement activities.
- Delivering the internal Continual Improvement processes for your customer(s), incorporating input from all teams.
- Contributing to new service introductions across Operations to ensure best practice across customers.
- Maintaining and delivering the Continual Service Improvement Plan for your customer(s), liaising with wider operations teams, Customer Relationship Managers, Solution Architects, and Development teams when appropriate.
- Customer Relationship Manager - responsible for ensuring the contract commitments are delivered to their customer.
- Functional Managers (Operations and Suppliers) - responsible for delivering the service.
- Functional Teams - Helpdesk, Technical Operations, Application Support, Supplier Team in the delivery of the service.
- Project Managers and Solution Architects - in the delivery of projects and solution development.
- Customers - own the relationship with the operational counterparts, for example, Marking Manager or E marking Manager.
- Third Party Suppliers & Partners - own the relationship with operational counterparts, for example, Service Delivery Manager.
- Experience in a customer facing delivery role.
- Experience 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 pressure 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 affect business performance, balancing the needs of the customer and RM.
- Excellent written and verbal communication with strong active listening and influencing skills.
- Developing reliable professional customer relationships and positioning themselves as the operational day to day contact for their customer.
- Demonstrating a commitment to delivering their customer needs.
- Knowledge of project management would be desirable.
- Experience of using MS Excel (vlookups and pivot tables).
- Knowledge of working in a business to business environment.
- Appreciation of how a complex operation is managed.
At RM we have My Work which provides office based colleagues with multi location and hybrid working options. As well as your office base, you can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move.
RM is committed to safeguarding and promoting the welfare of children and expects all permanent and temporary staff to share this commitment. This role is exempt from the Rehabilitation of Offenders Act 1974 and all successful candidates will be subject to Disclosure and Barring Service (DBS) checks along with other relevant employment checks.
As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available, there are many voluntary benefits. You could buy additional annual leave, join our dental plan, sign up for a health assessment, or take part in our cycle to work scheme. You could even earn an extra bonus for successfully recommending a friend or family member for a position within RM.
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. Should you require additional support with your application or through the interview process, please contact us at .
Unfortunately, we are unable to offer visa sponsorship for this role.