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Tom Smith is an experienced professional in customer service operations, currently serving as the Head of Contact Centre Operations at David Austin Roses since October 2021. Previously, Tom held roles as Customer Service Manager at ChoiceShops Ltd and Sainsbury's Argos, where responsibilities included leading teams, providing feedback for performance improvement, and achieving key performance indicators. Tom’s career began as a Customer Service Team Leader at Argos Direct/Home Retail Group, overseeing a team of advisors. Tom holds a Bachelor of Arts in English Literature from the University of Staffordshire and has completed GCSE and A-level education at Wolgarston High School.