Our 9 Points of Culture

Integrity

Integrity

I must always do the right thing for our clients. This means fixing 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.

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 will respond to our customers in a friendly, professional, and timely manner. I won't judge people by their mistakes, but purely on the actions they take to achieve a better future. I have a responsibility to maintain the highest levels of expertise in our industry. This is achieved through a willingness to engage with external partners and sources of information.

Leadership

Leadership

I will 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. I am part of a team and I'm not done until everyone else is.

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. If I have an issue, I will communicate it professionally and discreetly to my superiors or the person it relates to.

Responsiveness

Responsiveness

I understand the impact that quick thinking and deliberate action can have when it comes to building and growing a business. If things don’t get done then it won’t be because I held them up with a slow response and I will strive to reply to any communication directed at me quickly and accurately. To ensure this, I will set aside time every day to check my messages and fast track replies based on their importance.

Focus

Focus

The world is full of opportunities and distractions, it is my priority to channel all my efforts into delivering on my promises. I will turn off any non-essential devices and give people my full attention when dealing with them. I will also try and keep conversations direct, avoid distracting people and and ensure that during work hours they are about the business.

Credibility

Credibility

I will conduct myself in a way that leaves people around me feeling confident in my work and my abilities. Reputation management will be a key focus and I will always ensure that I’m well prepared for conversations, maintain the highest levels of confidentiality and communicate in a way that leaves people with clarity.

Confidentiality

Confidentiality

I understand how important confidentiality is within a business. It's my priority to safeguard sensitive information, such as financial records, customer details, and employee records. I will take every measure to uphold the highest standards of confidentiality in all aspects of our operations.
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