"If I do my best, people recognise it, I don’t have to shout about it – people notice."

Leah Smith

Service Delivery Manager, RM Results

Among other things, RM Results provides software to exam boards. Completed exam papers are uploaded to this software and marked in the software by examiners. RM Results manages the whole end-to-end process.

Our customers are exam boards and my role is to ensure that international customer needs are met and the service they expect is delivered. This could be dealing with day-to-day escalations, monitoring their P&L or dealing with new services they need by working with them on long-term strategic plans. We work with them to understand their vision for assessment and how we can help them get there, this can mean sharing experiences of other customers.

In my role I touch all areas of the business from the examiner helpdesk to the solutions architects and everyone in between. It’s extremely varied and I get to see how the whole business operates.
RM Results are open to change and welcome ideas to improve the way things work; people respond well and are happy to drive change forward.

For example, we’ve been working with an exam board on an ebookmarking solution, which enables specific examiners to mark specific questions on exam papers. The solution requires software to read handwriting on the exam paper. This didn’t exist in a reliable form, but by embarking on a joint research initiative with the customer, we worked together and have developed a solution that will go live soon.

It was a pleasure to be part of, especially as the end result will lead to greater accuracy of marking and a better experience for the markers.

RM are always trying to do the right thing. We are fair and people know that and act accordingly. If I do my best, people recognise it, I don’t have to shout about it – people notice.

Leah Smith 240x240.jpg

"In my role I touch all areas of the business from the examiner helpdesk to the solutions architects and everyone in between. It’s extremely varied and I get to see how the whole business operates."