Overview:
Do you want to help enrich the lives of learners worldwide?
At RM, we’ve been pioneers of education technology since 1973. We provide technology and resources to the education sector supporting over 10 million students around the world. We work with 28,000 schools, nurseries, and education trusts in 115 countries to deliver customer-centric solutions that improve education 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, central governments, and other professional institutions to enrich the lives of learners.
Responsibilities:
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. In addition to this, the role is responsible for the oversight of delivery across the ASM team, acting as a point of escalation. The role will include line management of a small team of UK-based service consultants, up to three permanent team members, and the recruitment and management of seasonal temporary resources.
The role will involve managing the service to our customers in a matrix managed environment, coordinating activities across a number of functions and teams, managing the reporting required and delivering the service to contractual commitments.
Main Responsibilities:
- Delivery
- Responsible for the delivery of the eAssessment service from planning through to reconciliation to closure including input into service-based risk management. You will be responsible for managing the service, with key milestones clearly identified and progress tracked.
- Managing targeted testing for your customer(s), internal RM service readiness planning and ensuring customer readiness plans are complete.
- 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, 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.
- Analyse performance to identify continuous service improvement opportunities.
- Responsible for internal process improvement activities for your customer(s) and/or team and contribute to strategic improvement activities.
- Deliver the Continual Improvement processes for your customer(s) with input from all teams.
- Process Governance
- Responsible for the processes/documents for your customer.
- Contribute to the RM accreditation activities to ISO standards, such as participating in internal and external audits and maintaining 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.
- Duty Manager out-of-hours responsibilities on a rota basis.
- Service Delivery
- Responsible for the oversight of live delivery of ASM and ASD activities across the customer base, ensuring service delivery processes, performance, and customer experience are delivered in line with agreed KPIs and SLAs.
- Act as a point of escalation with regards to live delivery for the team.
- Attend and contribute to internal meetings on the overall delivery of ASM and ASD.
- Provide necessary reporting on KPI and SLA performance.
- Contribute to new service introductions across Operations to ensure best practice across customers.
- Contribute to the budget creation and management, ensuring temporary contractors are within budget.
- Represent the team on bids.
Knowledge, Skills & Experience
Essential:
- Experience in a customer-facing delivery role.
- Experience in the delivery of large-scale operations and time-critical services.
- Ability to be self-reliant, work under pressure, and prioritise workloads.
- Excellent interpersonal skills.
- Demonstrable ability to deliver results meeting KPIs, SLAs, and OLAs.
- Ability to maintain quality output while demonstrating flexibility to changing demands 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.
- Excellent written and verbal communication with strong active listening and influencing skills.
Desirable:
- Industry experience of using MS Excel.
- Knowledge of working in a business-to-business environment.
- An appreciation of how a complex operation is managed.
What’s in it for you?
At RM we have "My Work Blend @RM" which provides office-based colleagues with multi-location and hybrid working options to suit them. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process.
As well as a competitive salary and core benefits package, including private medical healthcare and a Group Personal Pension Plan, some roles are also eligible for a performance-related bonus. There are lots of voluntary benefits too.
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. We also want to make the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at recruitment@rm.com.
Unfortunately, we are unable to offer sponsorship for this role.
