STA Helpline, STA 0182

Tender description

STA requires a helpline to support all aspects of the administration of national curriculum assessments and tests, and logistics of the GQ Yellow Label Service in schools and requires dedicated in-bound response handling of first and second line support to maintain business continuity from 7 September 2018 for a period of 12 months to 6 September 2019. STA requires a helpline to provide targeted support and advice on tests and assessments across EYFS, KS1, KS2 and KS3 to schools, local authorities and, on occasion, to parents. The main requirements are for the provision of:  A core team to work exclusively on the STA helpline service  In-bound response handling (first and second line support)  Out-bound call campaigns  Staff training and knowledge management and transfer  Hand-off to other helplines  Quality management  Data management  Service management  Implementation and mobilisation  Adherence to departmental security requirements