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Kelly Francis has extensive experience in customer service and administration, currently serving as the Customer Service Team Lead for GFM since August 2018, where responsibilities include leading the customer services team for The Times and The Sunday Times. Prior to this role, Kelly worked as an Administrator for The Times and Sunday Times from June 2016 to August 2018, managing absence tracker spreadsheets, maintaining invoice accuracy, and handling client communications. For nearly nine years at Sainsbury's, Kelly held positions as Charity Coordinator/PR Ambassador and Customer Service Supervisor, focusing on community engagement, problem resolution, and effective communication with customers. Educational qualifications include A Levels in Law, Psychology, and Politics from Colchester Sixth Form College.