Our Values Handbook encapsulates everything that makes up what we call our Performance Culture.
We started the handbook to guide us all through the processes we agreed to adopt in order to improve our service to customers. As we’ve grown it’s developed into our most powerful tool and the most important document in our company – even more important than contracts of employment. It forms the basis of the decisions that we make and sets out how we recruit, develop and manage our teams.
Key pages from the Values Handbook:
Our Core: Our Purpose & Values.
They are at the heart of everything we do, forever.
Outer-layer: Our Brand Principles.
Our Performance Culture has been distilled into our Brand Principles. We believe that these behaviours are paramount for our Customers.
Mid-layer: Our Performance Culture.
The powerful combination of our Purpose entwined with our Values creates our High Performance Culture. We sustain and enhance this through continuous development and learning, building resilience along the way.
Our Values are not for show. They embody the beliefs we share about how things should be done and unite everyone in how we act and make decisions.
Building on our positive reputation.
Exceeding Customers’ Expectations.
Always looking for new ways of doing business.
Everyone here makes a difference.
Aspiring to achieve exceptional results.
Our Purpose & Values guide us to create our Performance Culture. The result of this for our customers can be summarised through our three Brand Principles:
In a complicated world, we like to keep things simple and to be direct in our dealings with people – whether they are our own team members or our clients and partners. Ambiguity is the enemy of good relationships, either business or personal. It’s very important to us that you understand what we say and what we mean.
It’s easy for us to say that you can rely on us one hundred percent. But because trust has to be earned, we’ve worked tirelessly to be externally recognised as a business that lives up to its promises. Our top-class national awards for customer experience and sky-high rated customer reviews say it all so much better than we can.
