Isla Williams

Results-driven professional with expertise in complaint management, budget oversight, and strategic planning. Demonstrates advanced IT literacy and proficiency in data analysis to optimise processes and enhance performance monitoring. Skilled in team leadership, delegation mastery, and relationship management, fostering accountability and customer focus. Adept at risk mitigation, health and safety compliance, and financial reporting to ensure operational excellence. Committed to leveraging process improvement capabilities to achieve organisational goals while maintaining professionalism and time efficiency.

• Methodically worked my own case load of Credit card, Internet Banking, Savings and Current account complaints by letter, e mail, web chat and SMS messaging across 3 banks, Lloyds, Halifax and Bank Of Scotland.
• Successfully took telephone calls from colleagues from telephone Banking and branch and resolved complaints often at first point of contact. If a customer requested, I would complete a final written response for them to gain further advice or assistance from the Financial Ombudsman Service.
• Stepped up and deputised for my Senior Manager when required.
• Singlehandedly designed and delivered creative learning huddles to ensure the key messages where brought alive and understood, which were showcased in departmental results.
• Proven track record in analysing MI data and risks and put together professional business proposals to improve processes within the team.
• Instrumental in identifying any learning or development gaps within the team and proactively seek out opportunities to improve and develop colleagues.
• Developed a strong understanding of Root Cause Analysis and its application to identify the reasons why complaints occur and to ensure preventative measures are incorporated.

• Gardening
• Reading
• Cleaning

Available on request.