Lisa Ratcliffe Email and Phone Number

Overseeing and co-ordinating performance reporting to Board, Executive Team, Directors, Heads of Service & engaged customers. Working across the organisation to gather and present accurate information to inform and monitor business improvement and support timely business decisions. With the need to put the customer at the heart of all we do, we are looking at exciting new ways of presenting information in a format that really drives service excellence using a range of solutions including… Show more Overseeing and co-ordinating performance reporting to Board, Executive Team, Directors, Heads of Service & engaged customers. Working across the organisation to gather and present accurate information to inform and monitor business improvement and support timely business decisions. With the need to put the customer at the heart of all we do, we are looking at exciting new ways of presenting information in a format that really drives service excellence using a range of solutions including Sharepoint, PowerBI & CX Feedback. Show less

Providing performance and customer satisfaction reports, supporting the delivery of ad hoc surveys and contributing to project-based business improvements including strategic and policy frameworks, customer feedback and employee values.

Worked with a fantastic team to provide a unique and premier visitor experience at the new World of Wedgwood.Celebrating the heritage and innovation of Wedgwood, with lots to see and do, including a factory tour, Master Craft and Decorating Studios, flagship store, tea room, dining hall, children's play and the world class museum.Specifically responsible for co-ordinating the Front of House team, Decorating Studio offering and development of the education programme.

Designed and delivered an engagement plan to build on and enhance the relationship with elected members. Facilitated a meaningful dialogue with Co-operative elected members through: • A quarterly report on behalf of the Bank CEO to update elected members of business developments, creating informed ambassadors of the Bank.• Annual executive visits to member meetings, provided briefing packs, presentation content & follow up actions to enable a mutually beneficial exchange of… Show more Designed and delivered an engagement plan to build on and enhance the relationship with elected members. Facilitated a meaningful dialogue with Co-operative elected members through: • A quarterly report on behalf of the Bank CEO to update elected members of business developments, creating informed ambassadors of the Bank.• Annual executive visits to member meetings, provided briefing packs, presentation content & follow up actions to enable a mutually beneficial exchange of information.• Responded to member queries on Bank strategy, results, products and services preserving the Bank’s reputation.• Co-ordinated network of 20+ senior Bank employees across the country to provide local support to The Co-operative’s regional membership offices ensuring messages were cascaded to the wider membership.In addition, provided communications and public affairs support, including the following projects:• The Bank’s 2014 Values & Ethics Poll, maximised employee participation and co-ordinated 50+ volunteers to run launch activities at 8 main offices. 4,000 employees took part.• Security awareness campaign, educated employees about online security risks. Delivered an online learning module and promoted messages across various channels reaching 6,000 employees. • Produced a paper for Board, government and regulator consideration outlining the co-operative nature of the Bank with reference to policies, governance and workplace culture. Show less

A short-term transfer to Group Membership provided an opportunity to gain experience and develop new skills:• Analysed the 2013 Area Committee election campaign, candidate demographics and voting patterns, reporting to the executive and informing future campaign targets.• Co-ordinated executive attendance at 51 meetings, attended by over 1,200 members, provided corporate content to ensure consistency of message and produced a meeting-by-meeting review to identify trends.• Trained to… Show more A short-term transfer to Group Membership provided an opportunity to gain experience and develop new skills:• Analysed the 2013 Area Committee election campaign, candidate demographics and voting patterns, reporting to the executive and informing future campaign targets.• Co-ordinated executive attendance at 51 meetings, attended by over 1,200 members, provided corporate content to ensure consistency of message and produced a meeting-by-meeting review to identify trends.• Trained to be Heritage Ambassador to support the Group’s 150th anniversary campaign and share stories. Show less

Designed and delivered a member engagement programme to encourage and enable members to have their say, as well as understand and value their membership:• Led the 2008 Annual General Meeting project, with a budget of £1.2m, worked with internal and external teams to deliver a voting pack to 1.4m members, plus the AGM event. Maintained market leading engagement position of 24% of members voting. • Co-ordinated unique Members’ Council, recruited new members and delivered 4 meetings a… Show more Designed and delivered a member engagement programme to encourage and enable members to have their say, as well as understand and value their membership:• Led the 2008 Annual General Meeting project, with a budget of £1.2m, worked with internal and external teams to deliver a voting pack to 1.4m members, plus the AGM event. Maintained market leading engagement position of 24% of members voting. • Co-ordinated unique Members’ Council, recruited new members and delivered 4 meetings a year attended by 24 members, the CEO and a non-executive director. Effective in providing member voice direct to senior leaders. • Co-ordinated member events across the country enabling dialogue with the Society’s chairman and CEO. Delivered 6-8 per year, attendance was regularly 50+ and feedback consistently positive. • Oversaw other member activities including annual Summer National members' event at Uttoxeter Racecourse, members' hospitality marquee at The Leek Show and Britannia’s 150th anniversary activities to deliver exclusive member benefits.• Line managed Education Programme Co-ordinator and Community Fund Officer to ensure delivery of community objectives. Show less

• Co-ordinated several large funding applications and collated information to ensure eligibility requirements and funding requirements were met.• Trained for and delivered Business Excellence Through Action (BETA) activity via facilitated workshops for the Stoke-on-Trent and Wirral office, plus the national executive team to improve overall performance.• Wrote regular newsletter & website content providing updates on delivery and development to key stakeholders, including local… Show more • Co-ordinated several large funding applications and collated information to ensure eligibility requirements and funding requirements were met.• Trained for and delivered Business Excellence Through Action (BETA) activity via facilitated workshops for the Stoke-on-Trent and Wirral office, plus the national executive team to improve overall performance.• Wrote regular newsletter & website content providing updates on delivery and development to key stakeholders, including local authorities, funding partners and community groups.• Provided secretarial support for the Groundwork board adhering to regulations and enabling members to take an active role in governance of the Trust. • Line managed the Office Manager and Office Administrator to ensure smooth operation of support functions. Show less

First point of contact for client queries, produced invoices and letters, maintained client database and kept office accounts to enable practice accountants to deliver client requirements.

Supported Arts Officer to book, promote and deliver events in a busy, underfunded office. Wrote newsletters and website updates, produced event programmes, managed ticket office and front of house volunteers.