Trevor Nash is one of the longest standing employees at RM Results. With a history of assessment management that spans roles at the Open University and the ICAEW, and experience in designing scanning facilities, Trevor takes us through what makes his role as Senior Customer Relationship Manager unique, and why Dick Grayson is the ultimate superhero.
How long have you worked at RM Results?
I’ve worked at RM Results since October 2004 – so I’m the longest serving employee beaten only by one other colleague! I guess it is fair to say that I have seen a lot of changes in my time here.
What initially attracted you to RM Results as a company?
I was working as an Assessment Manager at the Institute of Chartered Accountants in England and Wales (ICAEW), but was looking for a change of role. I saw an advert for a Service Delivery Manager role at RM Results, which stated that experience of assessment and scanning were desirable. This made the job sound rather interesting to me.
I had previously worked as an assessment manager at the Open University as well as in a senior role at a scanning company that had been selected as a supplier by RM Results. Once I joined the business I found out that RM Results was about to start using the scanning facility in Blackpool, that I had designed, to scan Cambridge Assessments’ exam papers.
What does a day in the life of a Senior Customer Relationship Manager (CRM) look like?
Each day can be quite different – in fact, variety is one of the attractions of this role for me. I spend a lot of time with Cambridge Assessment (CA), which comprises three businesses – OCR (a general qualification awarding body in the UK), Cambridge International Examinations (the International awarding body of iGSCEs) and Cambridge English (an English Language Test provider worldwide). I am, therefore, usually in Cambridge for 2–3 days per week spending time with key stakeholders across those 3 businesses to make sure we are meeting their respective needs and working on improvement initiatives. I then work with colleagues across RM Results to ensure we continue to deliver our service to CA to the highest standards.
What is your customer like?
As in all large organisations, CA is made up of a mixture of people across the 3 businesses with different skills, experience, personalities and objectives. The job of a CRM is to work closely with everyone we encounter to grow sustainable, professional relationships and collaboratively build good solutions to shared business problems. One of the key requirements for a CRM is to understand the business objectives for RM Results and the customer, and try to create solutions that work for both organisations.
Who are your co-workers? Are you in a team environment or do you work independently?
A lot of my time is spent working independently, but I see myself as being one part of a large team that has component parts from each section of the business – from Exam Lifecycle Support (ELS) and the Helpdesk through to Education Support India (ESI). I like to think of us CRMs as the glue that holds the different teams across RM Results together, making sure we deliver a great service for our customers.
How did your role change since you joined RM Results?
When I started we were just a small team – we had some Developers, a couple of Project Managers, a Programme Director, a Sales Director, and me. As we were a totally new business, I had a blank sheet of paper to make up what I thought we should be doing – from how we provided operational support through to supplier management. As the business grew, it became increasingly challenging to maintain such a wide ranging set of responsibilities and my role became more focused, morphing into what it is today.
What do you think the climate is for this industry? Where is it headed?
There is a lot of change at present which I think is likely to continue. One thing that is certain though, is that there are a lot of opportunities for RM Results to grow. If we can demonstrate that we are an innovative and agile organisation, delivering a value add quality service to assessment organisations in the UK and around the globe, then the future for us is exciting.
What do you like the best about your job?
There are a number of things I like about my job. As I mentioned earlier, it has a lot of variety. It also presents interesting challenges and problems to solve, and I work alongside a great bunch of professional and talented people. But perhaps best of all, is the fact that I work for an organisation that helps students from around the globe to maximise their potential.
What’s the most unusual thing you’ve done at work to date?
Probably being Santa Claus for Secret Santa one year. I found this didn’t help my career much and I hope the photographs have been destroyed!
Who is your favourite superhero and why?
If I had to choose, I would pick Dick Grayson – much better known as the original Robin, Batman’s sidekick. Why? Well, Dick is one of the very few superheroes that has shown substantial development over the years. He started as Robin, evolved into Nightwing and eventually became Batman himself. In a way, his continual evolution has been reflected by RM Results in the way we have grown and developed from such small beginnings into the substantial business we are today.