Gareth Hawthorn Email and Phone Number

Team Management - Deliver and document coaching sessions, 121’s, and manage absence and holidays.• Ensure Team Quality and Performance is maintained to a high standard.• Handle any escalated agent calls.• Review cases for write off or settlements in accordance with mandated authority levels.• Production and analysis of Vulnerable customer MI & case management for your team.• Adherence of Service Levels including, but not limited to, email/correspondence response times to customers, new case acceptance and task response times.• Focus on Continuous Process Improvement for all categories of vulnerable customers.• Provide input into frontline agent training for both Customer Support and other departments when requiredResponsible for Vulnerable case process – maximising efficiency and ensuring best customer outcome for all customers• Respond to all managerial direction and requests in a positive manner.• Work proactively with Training and Call Quality to ensure best practice adhered to.• Know Your Customer – Take the right approach, not necessarily the normal approach• Work together with your team and share best practice to continually improve our service• Celebrate success – We encourage you to highlight awesome work completed• Be accessible and approachable to all internal and external customers.• Liaise with vendors/clients during audits/visits to be able to answer any questions relating to vulnerable customers• Adapt communication style to suit audience and build effective relationships across the business.• Liaise with Senior Managers and Team managers to achieve common business goals and influence decision making• Responsible for maintaining policy and procedures and identifying any opportunities for process improvement.

I am second-in-command to the Customer Support Team Manager; you are responsible for assisting the Customer Support Team Manager in coaching & developing members of the team and for the day-to-day management of the team in the absence of the Customer Support Team Manager. I also manage a partial caseload.My main duties & responsibilities:* Communicating with particularly vulnerable customers and/or their appointed third parties. Both in writing & over the phone (inbound & outbound calls).* Responsible for identifying & implementing the most appropriate solution for each customer based on the individual circumstances, including payment plans, payment moratoriums and/or recommending write off.* Maintain work in accordance with internal & external service levels or client requirements.* Note, log, action & respond accordingly to incoming emails and correspondence from customers, adhering to our service level requirements.* Comply with our vulnerable customer policy & procedure at all times.* Responsible for case management of all particularly vulnerable customers, including broken arrangement follow up, assessing medical & financial information provided.* Maintain a high level of system & process knowledge* Assist Customer Support Team Manager in the coaching & development of team members.* Perform consistently to meet performance standards set by the department.* Demonstrate high level of customer resolution on escalated calls.* Act as a role model to all customer service agents.* Perform day-to-day Team Manager duties in the absence of the Customer Support Team Manager.* Any other duties as directed by management.Relationship Management* Adapt communication style to suit customer.* Support the organisational position on all business directives.* Respond to managerial direction & requests in a positive manner.* Be accessible & approachable to all business partners.

I am second-in-command to the team manager, and am responsible for assisting the team manager in coaching and developing members of the team and for the day-to-day management of the team in the absence of the team manager.My main duties and responsibilities are:* Maintain a high level of system and process knowledge* Assist team manager in coaching and development of team members* Perform consistently to meet performance standards set by the department* Demonstrate high level of customer resolution on complaint calls* Act as a role model to all collections advisors* Perform day-to-day team manager duties in absence of team manager

Reporting to the performance manager, the key duties of the rule include:* Collection of mortgage shortfall and unsecured loan debt via telephone, letter and email for UKAR client.* Managing client and customer relations as appropriate* Liaising with client specialist regarding any issues that may arise as and when they happen* Liaising with client regarding queries as appropriate with their customers* Propose full and final settlement to assist customers resolve financial difficulties* Working with customers to implement affordable and maintainable repayment plans as applicable* Achieve maximum cash collections and achieve company and client targets and expectations* Maintain accurate records for each account* Ad-hoc requirements as requested by client specialist / performance managerKey personal attributes required within the role include:* Excellent teamwork* Good telephone manner* Excellent listening skills to identify opportunities to maximise collections and assist customers* Ability to work under pressure and achieve targets set by both client and employer

Reporting to the legal supervisor, the key duties of the role include:* collection of legal debt via telephone, letter, email and referral to solicitors* managing client and debtor relations as appropriate* liaising with solicitors, courts and employers* processing expenses and invoices* maintaining accurate records for each account* ad-hoc requirements as requested by the supervisor.Key personal attributes required within the role include:* excellent teamwork* good telephone manner* ability to work under pressure to tight deadlines* knowledge of the Scottish legal system.Within my role, I also wrote up a Standard Operating Procedure (SOP) which would be used in a ‘disaster recovery’ scenario. It would also be used for training purposes, should the department expand or new colleagues join the department.

I was promoted to Team Leader in November 2006 and managed the activities of a team of customer service representatives. I maintained a heavy involvement in the day-to-day activities of the team, evaluating productivity and standards achieved, conducting regular performance reviews and ensuring that quality standards were met. My responsibilities included, but were not limited to: * Providing leadership and direction to the team, as well as ongoing support and development.* Provide daily statistical updates to allow agents to assess where they are against KPIs.* Monitoring team and individual productivity, and ensuring service level agreements were maintained.* Acting as a point of escalation for team concerns/issues to be fed back to the Operational Managers.* Managing team development through regular updates and FAQ feedback.* Conduct monthly 121s and quarterly appraisals* Coaching individual team members and organising ad-hoc team training.* Utilise personal improvement plans (PIPS) and Personal Development Plans (PDPs) to enhance development and improvement.* Conducting performance reviews and setting objectives.* Daily duties, such as authorising overtime, annual leave, etc., preparing for and conducting disciplinary hearings, liaising with HR and Management regularly.

In this role, my time was split 50/50 between working on the phone and coaching. I assisted the team managers in coaching the advisors around KPIs and developments requirements.

Initially employed as a sales and services advisor, my duties included:* Dealing with customers’ bank accounts.* Inbound calls to discuss financial matters.* Working with Telephone Banking/Internet Banking systems.* Logging sales leads.* Working on On Screen Account Control to create/amend overdrafts etc.* Promoting Personal and Home Loans Department.