Judith Matthews

Highly organised, dependable, and proactive professional with extensive experience supporting senior stakeholders, managing complex priorities, and delivering exceptional client and customer service across financial services, property, and aviation sectors. Over the past six years, I have successfully built a career within financial services, developing strong skills in executive support, relationship management, operational coordination, and process improvement within a regulated environment. Known for my ability to manage competing demands, build trusted relationships, and maintain high standards in fast-paced settings, I thrive on taking ownership, solving problems, and ensuring the smooth running of day-to-day operations.

My diverse career background has strengthened my adaptability, communication skills, and commercial awareness, while providing valuable experience working with a wide range of stakeholders. I am now seeking a long-term opportunity that will allow me to utilise my organisational strengths, continue developing professionally, and contribute to the success of senior leaders and the wider business. Ambitious, motivated, and eager to learn, I bring a strong work ethic, a positive attitude, and a proven track record of delivering results.

Client Services Executive - Gallimore Wealth Management

(2022-04)

Senior Partner Practice of St. James's Place

• Provides dedicated executive support to five Financial Advisers, coordinating priorities, managing competing demands, and ensuring the efficient day-to-day running of their schedules.
• Manages complex and constantly changing diaries, proactively resolving conflicts, coordinating travel arrangements, scheduling client meetings, and ensuring adequate preparation time for senior stakeholders.
• Serves as the primary point of contact for over 1,000 clients, building trusted relationships and delivering a consistently high level of service.
• Coordinates and organises meetings from inception to completion, including agendas, documentation, research, logistics, follow-up actions, and stakeholder communications.
• Prepares briefing materials and meeting packs, gathering relevant information and anticipating requirements to ensure advisers are fully prepared.
• Oversees inbox management, prioritising communications, responding to enquiries, and ensuring urgent matters are escalated appropriately.
• Maintains confidential and sensitive information with professionalism and discretion, operating within FCA regulatory requirements.
• Acts as Salesforce Technical Lead, managing system updates, communicating changes across the business, and supporting colleagues with training and best practice.
• Identifies and implements process improvements, including the successful introduction of AI-generated meeting notes and automated client follow-up documentation, enhancing efficiency and consistency.
• Partners with the Practice Manager to support business development initiatives, monitor marketing activity, and coordinate targeted client engagement campaigns.
• Produces management information and monthly reports, tracking lead progress, business activity, and operational performance.
• Mentors and supports colleagues, providing training and guidance to improve team performance and knowledge sharing.
• Coordinates administrative and operational activities including expenses, travel arrangements, meeting room bookings, onboarding processes, and general business support.
• Contributed to achieving a 99% annual client review completion rate, ensuring clients received timely reviews and ongoing support in line with Consumer Duty requirements.

Sales Executive - Crest Nicholson

(2021-08 - 2022-03)

• Managed the end-to-end customer journey across three housing developments, from initial enquiry and lead qualification through reservation, exchange, and legal completion.
• Consistently achieved quarterly sales and customer service targets, demonstrating strong organisational skills, resilience, and the ability to manage competing priorities.
• Built and maintained strong customer relationships throughout the sales process, delivering a high standard of service and acting as a trusted point of contact before and after completion.
• Coordinated communications between purchasers, solicitors, financial advisers, and internal departments to ensure smooth progression of property transactions and timely completions.
• Managed post-completion customer enquiries, liaising with internal teams to resolve defects and customer care issues efficiently and professionally.
• Maintained accurate records and monitored sales activity using CRM systems, ensuring information was up to date and supporting effective pipeline management.
• Demonstrated excellent verbal and written communication skills, proactively engaging prospective buyers and nurturing leads through effective telephone and email correspondence.
• Worked closely with the Marketing team to support lead generation initiatives, maximise visitor appointments, and convert prospects into purchasers.
• Managed all sales-related administration, documentation, reporting, and record-keeping, ensuring accuracy and compliance with company procedures.
• Successfully balanced responsibilities across multiple sites, requiring strong time management, adaptability, and attention to detail.

Development Manager - FirstPort

(2020-11 - 2021-07)

• Managed all aspects of the day-to-day operation of a 44-property retirement community, ensuring the effective delivery of services, maintenance, compliance, and resident support.
• Coordinated planned and reactive maintenance activities, overseeing projects from initiation through to completion while minimising disruption to residents.
• Managed service charge budgets, raised purchase orders, monitored expenditure, and ensured cost-effective allocation of resources.
• Liaised with a wide range of contractors and suppliers, obtaining quotations, negotiating value for money, and monitoring performance against agreed standards.
• Ensured all maintenance and project work complied with relevant Health & Safety, insurance, and regulatory requirements.
• Built strong relationships with residents, acting as the primary point of contact and resolving queries, concerns, and operational issues in a professional and timely manner.
• Consistently exceeded resident satisfaction targets through a proactive and customer-focused approach.
• Introduced weekly progress reports and regular communications to keep residents informed of site developments, maintenance schedules, and key updates, significantly improving engagement and satisfaction.
• Maintained accurate and confidential records in line with company procedures, GDPR requirements, and data protection regulations.
• Demonstrated excellent organisation and prioritisation skills while independently managing multiple operational, administrative, and stakeholder responsibilities.
• Completed extensive professional training, including Fire Safety, First Aid at Work, Lone Working, Health & Safety, and GDPR Awareness.

Worldwide Cabin Crew - British Airways

(2004-12 - 2020-08)

• Delivered exceptional customer service to passengers travelling in Business and First Class, consistently maintaining the highest standards of professionalism and customer care.
• Recognised as a high-performing crew member, achieving top 25% status within the cabin crew population.
• Earned invitations to employee recognition events in acknowledgement of consistently outstanding customer service and performance.
• Built strong rapport with customers and colleagues, creating positive experiences and fostering trust in often fast-paced and demanding environments.
• Demonstrated excellent problem-solving skills, handling customer concerns and service issues professionally and effectively, frequently turning challenging situations into positive outcomes.
• Worked collaboratively with new teams on a weekly basis, quickly establishing effective working relationships and adapting to different colleagues, working styles, and situations.
• Trained to make critical decisions in emergency situations, remaining calm, composed, and professional under pressure.
• Communicated confidently and effectively with individuals from a wide range of cultural, social, and professional backgrounds.
• Developed exceptional attention to detail, discretion, and situational awareness while ensuring passenger safety, comfort, and satisfaction.
• Managed multiple priorities simultaneously while maintaining service excellence and adhering to strict operational procedures and regulatory requirements.

Account Handler - BJP Insurance Brokers

(2003-04 - 2004-11)

• Managed a portfolio of commercial clients, acting as a key point of contact and delivering a high standard of service across a wide range of insurance requirements.
• Coordinated all aspects of client account management, including policy adjustments, claims handling, policy administration, and ongoing support and advice.
• Owned the end-to-end renewal process, gathering client information, reviewing requirements, re-marketing risks, preparing recommendations, and presenting solutions to clients.
• Built and maintained strong relationships with clients, insurers, and internal stakeholders to ensure timely and effective delivery of service.
• Presented recommendations and renewal strategies to clients, requiring strong communication skills, attention to detail, and commercial awareness.
• Developed a thorough understanding of business operations and risk management within the construction sector.
• Successfully studied for and obtained the Chartered Insurance Institute (CII) Certificate qualification, demonstrating commitment to professional development and continuous learning.

BA Hons - English Literature - University of the West of England, Bristol A Levels - English, Art, Design & Technology - The Holt School, Wokingham

GCSEs - The Holt School, Wokingham