Gareth Hawthorn
About Gareth Hawthorn
Gareth Hawthorn serves as the Customer Support Team Captain at PRA Group, where he has worked since 2018. He has extensive experience in customer support and team leadership, having held various roles in the industry since 2005.
Work at PRA Group
Gareth Hawthorn has been employed at PRA Group since 2010, progressing through various roles. He started as a Collections Agent from 2010 to 2013, where he gained experience in managing customer accounts. He then served as Team Captain (Solutions) from 2013 to 2018, focusing on team leadership and operational efficiency. Currently, he holds the position of Customer Support Team Captain, a role he has occupied since 2018. In this capacity, he coaches and develops team members, handles escalated calls, and manages a partial caseload, particularly for vulnerable customers.
Previous Employment Experience
Prior to his tenure at PRA Group, Gareth worked in various roles that contributed to his customer service expertise. He served as a Legal Collector at the Lewis Group Limited from 2009 to 2010 and as a Debt Collector at Portfolio Recovery Associates, Inc. from 2008 to 2009. Additionally, he worked at beCogent Ltd in multiple capacities, including Senior Advisor, Sales and Service Manager, and Sales and Service Advisor from 2005 to 2009. His diverse experience has equipped him with a comprehensive understanding of customer support and collections.
Education and Expertise
Gareth Hawthorn studied at the University of Strathclyde, where he earned a Bachelor's degree in Psychology from 2000 to 2004. His educational background provides him with insights into human behavior, which is beneficial in his customer support role. He also attended Stewarton Academy, achieving 3 B's and 3 C's from 1994 to 2000. This educational foundation supports his ability to coach team members and handle complex customer interactions effectively.
Achievements in Customer Support
Gareth has made significant contributions to his teams, including being part of the group that won the DCA Team of the Year at the 2013 Credit Today Awards. His role as a Customer Support Team Captain involves acting as a role model for customer service agents, emphasizing the importance of high-level customer resolution and effective communication. His ability to manage escalated calls and support vulnerable customers highlights his commitment to customer care.