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Customer Focused

We understand our customers well. We listen to them to ensure they feel valued. We use our insights to consider how best to serve their needs. We take appropriate actions to deliver solutions to meet customers’ changing requirements.


  • Listens and follows up with customers to ensure problems are solved in every situation
  • Builds and maintains customer relationships
  • Understands and acts positively to meet customer requirements
  • Searches for ways to improve customer service in person, on the phone or online
  • Acts on customer feedback and undertakes personally to always do the right thing by the customer

People Manager

  • Talks to customers to get their view and gathers customer satisfaction insights on behalf of the team
  • Builds a customer centric team with robust customer relationships
  • Teaches and demonstrates the highest standards of customers awareness
  • Holds the team and colleagues accountable for building and delivering innovative solutions to meet changing customer needs
  • Designs and aligns business processes to work with those of customers


  • Creates a sense of purpose and urgency throughout the organisation on the importance of meeting customer needs
  • Ensures that organisational resources and support are focused on anticipating and meeting customer needs
  • Establishes organisational alliances or partnerships with key customers and gets their view, advocates and amplifies their needs in the organisation
  • Advances a customer-focused environment and acknowledges positive customer focused behaviours
  • Behaves and encourages others to behave with the highest level of integrity, protecting the customer’s interest