Lisa Windle
Head of Corporate and Customer Services at West Lancashire Borough Council- Claim this Profile
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Bio
Sheena McDermott
I worked with Lisa when she joined Wirral in 2015, and watched first-hand as she delivered a stunning transformation to a set of services that were sorely in need of change, working with a group of staff that had little previous concept of empowerment. Lisa took on an organisation that had no sense of identity; five distinct service teams who hadn’t previously worked together, and turned them into an efficient, high performing unit with justifiable pride in the results they subsequently delivered. As a leader, she is utterly authentic – making sure that achievements are celebrated, but never shying away from responsibility or from difficult conversations.
Peter McCann
I have worked with Lisa or a number of years. During this time Lisa proved to be a very strong and effective leader across various disciplines. She was a great inspiration to managers and staff. Lisa was able to drive performance forward to achieve year on year improvement. Lisa led from the front , was highly visible to staff and operated an open door policy. Despite managing a large multi disciplined team Lisa never lost sight of the fact that these teams were made up of individuals and was always available to offer advice and guidance. Lisa was hardworking and performance driven. She was trustworthy loyal and committed to every aspect of her work. Lisa would be a tremendous asset to any organisation.
Sheena McDermott
I worked with Lisa when she joined Wirral in 2015, and watched first-hand as she delivered a stunning transformation to a set of services that were sorely in need of change, working with a group of staff that had little previous concept of empowerment. Lisa took on an organisation that had no sense of identity; five distinct service teams who hadn’t previously worked together, and turned them into an efficient, high performing unit with justifiable pride in the results they subsequently delivered. As a leader, she is utterly authentic – making sure that achievements are celebrated, but never shying away from responsibility or from difficult conversations.
Peter McCann
I have worked with Lisa or a number of years. During this time Lisa proved to be a very strong and effective leader across various disciplines. She was a great inspiration to managers and staff. Lisa was able to drive performance forward to achieve year on year improvement. Lisa led from the front , was highly visible to staff and operated an open door policy. Despite managing a large multi disciplined team Lisa never lost sight of the fact that these teams were made up of individuals and was always available to offer advice and guidance. Lisa was hardworking and performance driven. She was trustworthy loyal and committed to every aspect of her work. Lisa would be a tremendous asset to any organisation.
Sheena McDermott
I worked with Lisa when she joined Wirral in 2015, and watched first-hand as she delivered a stunning transformation to a set of services that were sorely in need of change, working with a group of staff that had little previous concept of empowerment. Lisa took on an organisation that had no sense of identity; five distinct service teams who hadn’t previously worked together, and turned them into an efficient, high performing unit with justifiable pride in the results they subsequently delivered. As a leader, she is utterly authentic – making sure that achievements are celebrated, but never shying away from responsibility or from difficult conversations.
Peter McCann
I have worked with Lisa or a number of years. During this time Lisa proved to be a very strong and effective leader across various disciplines. She was a great inspiration to managers and staff. Lisa was able to drive performance forward to achieve year on year improvement. Lisa led from the front , was highly visible to staff and operated an open door policy. Despite managing a large multi disciplined team Lisa never lost sight of the fact that these teams were made up of individuals and was always available to offer advice and guidance. Lisa was hardworking and performance driven. She was trustworthy loyal and committed to every aspect of her work. Lisa would be a tremendous asset to any organisation.
Sheena McDermott
I worked with Lisa when she joined Wirral in 2015, and watched first-hand as she delivered a stunning transformation to a set of services that were sorely in need of change, working with a group of staff that had little previous concept of empowerment. Lisa took on an organisation that had no sense of identity; five distinct service teams who hadn’t previously worked together, and turned them into an efficient, high performing unit with justifiable pride in the results they subsequently delivered. As a leader, she is utterly authentic – making sure that achievements are celebrated, but never shying away from responsibility or from difficult conversations.
Peter McCann
I have worked with Lisa or a number of years. During this time Lisa proved to be a very strong and effective leader across various disciplines. She was a great inspiration to managers and staff. Lisa was able to drive performance forward to achieve year on year improvement. Lisa led from the front , was highly visible to staff and operated an open door policy. Despite managing a large multi disciplined team Lisa never lost sight of the fact that these teams were made up of individuals and was always available to offer advice and guidance. Lisa was hardworking and performance driven. She was trustworthy loyal and committed to every aspect of her work. Lisa would be a tremendous asset to any organisation.
Experience
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West Lancashire Borough Council
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United Kingdom
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Government Administration
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100 - 200 Employee
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Head of Corporate and Customer Services
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Aug 2020 - Present
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Wirral Council
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United Kingdom
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Government Administration
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700 & Above Employee
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Head of Customer Services
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Sep 2016 - Apr 2020
Provision of leadership in the successful development, implementation, strategic and operational management and continuous transformation of Wirral’s Transaction Centre and Customer Services Department.
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Transaction Centre Senior Manager
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Jul 2015 - Sep 2016
My responsibility as the Transaction Centre Senior Manager is to provide leadership in the effective development, implementation, operational management and most importantly continuous improvement of the Transaction Centre. This involves developing the service to operate as lead contractor for Wirral’s transactional services, working in partnership with in house client, external customers, residents, members and traded services
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Serco
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IT Services and IT Consulting
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700 & Above Employee
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HRO Service Delivery Manager for Westminster City Council
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Jun 2012 - Apr 2015
Serco new owners of Vertex Public Sector Limited - previous position still held. Serco new owners of Vertex Public Sector Limited - previous position still held.
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Vertex Data Science
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United Kingdom
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Outsourcing and Offshoring Consulting
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300 - 400 Employee
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HRO Head of Service Delivery
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May 2011 - Jun 2012
Responsible for the maximisation of productivity and profitability within the Westminster Human Resources Contract. Maintenance of the highest levels of quality in service through the implementation of best practice and effective policies and procedures. Responsible for P&L within the HR contract and the key client interface on the account.
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Payroll Manager for Westminster City Council
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Dec 2006 - May 2011
My role is to ensure the delivery of a first class payroll service to all employees in Westminster City Council.
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Analyst Consultant - Vertex Consulting Division
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Apr 2006 - Jan 2007
Analyst Consultant within Vertex Consulting Division. Full utilisation across various consulting projects for clients such as United Utilities, HMRC Working Tax Credit Contact Centre, Aviva and also Operational Improvement/Business re-engineering for Westminster City Council Payroll.
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Contact Centre Quality Evaluation Manager, Contact Birmingham Account
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Apr 2003 - Mar 2006
Quality Evaluation Manager - Contact Birmingham 2004 to 2006Responsible for the designand implemention of a Call Quality Evaluation Team for Contact Birmingham Call Centre Contract. The objective was to drive quality improvement throughout the service with realised results of 25% improvement in quality scores within the first 6 months.
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Benefits Manager
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Jan 2000 - Jan 2004
Revs & Benefits Team Manager for Ealing and Thurrock Public Sector Contracts. Achieved optimum clearance of backlogs within the agreed timeframes and bringing both Authorities back within the Government KPI standards by reducing processing time across the board and improving accuracy attracting Central Government savings. Revs & Benefits Team Manager for Ealing and Thurrock Public Sector Contracts. Achieved optimum clearance of backlogs within the agreed timeframes and bringing both Authorities back within the Government KPI standards by reducing processing time across the board and improving accuracy attracting Central Government savings.
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Revenues and Benefits Subject Matter Expert
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Jan 1988 - Jan 2000
All aspect of benefits processing across a wide customer base throughout the City of Liverpool. All aspect of benefits processing across a wide customer base throughout the City of Liverpool.
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Education
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1990 - 1992
St Helens Technology College
HNC In Public Administration and Business Studies -
1988 - 1990
Millbank College of Further Education
ONC Public Administration -
1981 - 1986
St John Bosco High School
O'Level Education -
2018 -
RVR Consulting
Certificate of Development in Mental Toughness & Resilience, Mental Toughness/Wellbeing and Resilience -
2015 -
AXELOS
PRINCE2 FOundation in Project Management, Project Management
Community
