Assessment Service Consultant

at  RM Education Limited

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 leaners 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:
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. The role will also include the recruitment and management of seasonal temporary resource.
The role will involve managing the service to our customers in a matrix managed environment, co-ordinating activities across a number of functions and teams, managing the reporting required and delivering the service to contractual commitments. For example, the Senior Assessment Service Consultant will have an operational relationship with their customers and manage the reports and operational service for them, even though the commercial aspects are owned by the Customer Relationship Manager. Similarly, the Senior Assessment Service Consultant will need to ensure all supplier tasks are completed in accordance with agreed service levels and timescales and when appropriate escalating to the Supplier Management team.
You will work closely with our Customer Relationship Managers and wider teams to constantly evolve and improve the service we provide, to achieve this you will need both a process and customer/supplier orientated background.

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 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

Desirable

• 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