Our 9 Points of Culture Integrity Integrity I must always do the right thing for our clients. This means that I have to fix any issues regardless of the cost. To achieve this, I need to support a culture that focuses on learning from our mistakes, adapting our processes and retraining where necessary. Sustainability Sustainability I must always work in a way that protects and promotes the long-term health of our client’s businesses, as well as those of our suppliers and our own. Decisions can’t be made because they are easy in the short term and any solutions, I provide must be timeless based on current legislation. Empathy A client is always right to feel the way they do I must always recognise that if our clients experience any frustrations they stem from a failure of communication on our part. I should never assume that there is an understanding and seek to clarify situations in a concise and timely manner. Excellence Service and Technical Excellence I'll respond to our customers in a friendly, professional, and timely manner. I'll not judge people by their mistakes, but purely on the actions they take to achieve a better future. I've a responsibility to maintain the highest levels of expertise in our industry. This is achieved through teamwork and a willingness to engage with external partners and sources of information. Determination Determination I am determined to achieve our goals and deliver the best results for all our clients. This means getting my head down and working hard when I need to and not letting any obstacles get in my way. Leadership Leadership I`ll inspire people to take action by being a model example of the traits and qualities that are needed to drive business forward, it’s my responsibility to motivate people when they’re low and give them hope in their times of need. No Excuses Excuses can never be tolerated When something is not my fault, but it is always my responsibility, and I will be jointly accountable for the success of the business. We are all human beings and while the chances of errors can be eliminated by having the right processes, I must always have my colleagues and clients backs and be ready to pick the ball up. Consistency Consistency is King I will always seek to adhere to and improve our processes and consistency. Our customers must be completely confident that if one member of the team isn’t available, then another can pick up immediately where they left things and provide the service to the exact same standard. I have the right to influence a process or script, but once agreed it must be followed. Positivity Positivity I will always come to work with a positive attitude and seek to enhance the way others feel about themselves. The world is an abundant place and despite everything I hear on the news, goodwill and opportunity exist everywhere. I will communicate professionally and discreetly to my superiors or the person it relates to.