Tim Smith is an accomplished professional with extensive experience in customer care and operational management, currently serving as Head of Customer Excellence at FREE NOW since May 2019. In this role, Tim successfully oversaw the customer support aspects of the Kapten - FREE NOW merger, ensuring a smooth migration with minimal impact on operational KPIs. Prior to this, Tim held various leadership positions within FREE NOW and its predecessor, Kapten, where responsibilities included building customer support teams from scratch and enhancing service delivery. Tim's career also includes significant roles at First Advantage, Ofgem, and Nestlé Nespresso, showcasing a strong track record in managing customer care functions, optimizing service offerings, and driving strategic initiatives. Tim holds a Level 7 Qualification in HR Management from CIPD and a Bachelor of Arts degree in Politics from the University of York.
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