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

Leah Smith

Customer Services Manager

I joined RM over 12 years ago originally as an Installation Scheduler. Since then, I have moved on to Team Leader roles within RM Education before moving across to RM Results as a Service Delivery Manager. This role involved working with our customers who are exam boards and ensuring that international customer needs were met and the service they expect was 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. In this role I worked with all areas of the business from the examiner helpdesk to the solutions architects and everyone in between. I loved the variety and seeing how the whole business operates.

Most recently I have moved to Customer Services Manager. I now manage all the RM Results support teams based in Scotland, London and Abingdon and work closely with our India teams to ensure excellent service across all areas. I am also an Incident Manager dealing with all major service incidents. I love the high stakes nature of the role and when we are in peak exam season you can’t get anything wrong so everyone really pulls together.

What I enjoy about my role is that we really do provide such a good level of service to our customers. I now have the opportunity to help the teams take that to the next level and my aim is to be able to enter us for Service Desk Awards so that we can get external recognition for the work the teams do. The company support this and are really investing in us at the moment and are committed to the work we are doing. They have recently invested in ITIL training for everyone in Operations which has given us a great foundation on which to build our service.

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. 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.

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"I love the high stakes nature of the role and when we are in peak exam season you can’t get anything wrong so everyone really pulls together."