Assessment Service Delivery (Co-ordinator)

October 14, 2024

RM Education Limited

Abingdon

OTHER

Overview:

Do you want to be 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.

An Assessment Service Delivery will be responsible for organising and delivering a range of Assessment Service Management team services for one or more customers, liaising with operational counterparts within customer and supplier organisations.

You will work closely with the Assessment Service Manager to constantly evolve and improve the service we provide.

The role will deliver against a number of contracts, ranging from small to large accounts. Due to the high stakes nature of e Assessment and the requirement to deliver over 10 million responses each summer, the job holder will be responsible for ensuring the quality of the Assessment Service Management delivery of the service and ensuring it is delivered both within timescales and within the SLAs. The job holder will be responsible for identifying opportunities for operational efficiencies within the Assessment Service Management activities and executing a plan for the implementation of these efficiency measures.

This is a key role enabling the operational delivery of the Assessment Service Management activities. Central to ensuring the operational delivery of the Assessment Service Management is building effective relationships with stakeholders internally and with customers and third party suppliers.

Responsibilities:

Co-ordinate the operational delivery of Assessment Service Delivery e-marking and e-assessment services in each assessment session, service or pilot, from planning through to full reconciliation of candidate responses
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
Supervise a team of temporary staff to deliver the Assessment Service Management activities required during an examination period

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 in a customer/third party delivery role
Experience as an Administrator/Co-Ordinator
Experienced in the delivery of operational activities
Experience of working with and reporting on KPIs
Ability to be self-reliant, work under pressure and prioritise workloads
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.
Experience of using MS Excel

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. As well as your office base, you can spend a proportion of your time working at other locations in the UK that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process. We expect how we make best use of hybrid working may continue to adapt as we adjust to our new ways of working.

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, some roles are also eligible for a performance-related bonus. There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign for a health assessment, or take part in our cycle to work scheme. You could even earn yourself 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. 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. 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.

We regret to inform you that this job opportunity is no longer available