Customer service
A culture of customer service in which we are all committed to both internal and external customers is key to our long-term growth strategy. We must show potential new clients that customer service is at the heart of our business and governs everything we do. We must demonstrate that we establish and provide what our client wants and we are able to build and maintain long-term relationships. To achieve this everyone must remember that if we do not directly serve the external customer, we serve someone who does.
What customer service means to us...
Growth; Our customer's success is our success; Adaptability; Knowing your customer and understanding needs; CAN DO ; Listening and responding; Problem solving; Assessing current performance against expectations; Building relationships; Personal Contact; Anticipating Requirements; Clear processes; Efficiency; Taking responsibility; Delivered on time; Delivering the Promise; Asking for Feedback; Making yourself Available; Courteous, friendly Supportive; Setting Expectations; Delivering results; Being energised
Value behaviours
- Actively seeks to establish and agree service levels with customers, colleagues, consultants, service partners and providers
- Takes appropriate actions to keep the customer informed of progress and potential delays.
- Takes personal responsibility for service levels and keeps promises.
- Seeks and maintains information to monitor the level of customer satisfaction.
- Actively seeks ways to improve the level of service.
Excellence
Excellence is maintaining competitive advantage and giving the best possible quality and value for money for every project or service we deliver. We must be the best at what we do and deliver better than our competitors in each market place. To achieve excellence every time, we should always be setting standards and meeting or exceeding these in everything we do and ensuring that we continually update our personal job skills.
What excellence means to us...
Being the best at what you do; Standards; Setting benchmarks; Showing best practice; Taking pride
in getting it right; Going one step further; Planning the task in advance; Checking and following up; Attention to detail; Using and recognising strengths; Knowing your Field of expertise; Quality of Service; Effective and relevant training; Right first time; An attitude; Accelerating success; Continuing professional development; Commitment to delivering results; Accuracy; Adopting best practice from other industries; Continuous improvement;
Value behaviours
- Demonstrates a commitment to high quality standards
- Establishes and works towards high standards and encourages others
- Pays attention to details and important issues.
- Demonstrates pride and ownership in the work produced.
- Consistently seeks new and better ways to complete work and achieve results.
Innovation
Innovation is imperative to remain ahead of the competition and grow our business. Land Securities must have the capability to continually improve and embrace change and employees have the opportunity to continuously develop. This can only happen if everyone is motivated to embrace continuous change, be open-minded, think outside the box and try new solutions. Thus we can take advantage of changes in technology, anticipate and embrace new ways of working, thereby creating an environment where people can demonstrate innovation by successfully implementing new ideas.
What innovation means to us...
Not waiting for external pressures; Being receptive to change; Initiating change; Being open minded; Lateral thinking; Passing on good ideas; New Approaches; Embracing new technology; Team work; Ideas into action; Learning from mistakes; Ability to change; Clear risk management; Forward thinking; Reviewing mistakes without blame; Building on other people's ideas; Vision; A passion for learning and sharing ideas; Positive Approach; Welcoming change; Actively supporting change through words and actions; Recognising the Innovator; Exploring alternatives; Prudent risk taking; Challenging status quo
Value behaviours
- Supports the implementation of new ideas, methods or processes
- Is open to, adds value to and builds on other people's ideas and proposals
- Generates new ideas and ways of doing things
- Evaluates the cost implications and benefits of various actions and proposed ideas
- Recognises and shows appreciation for positive performance and reviews mistakes without recourse to blame.
Integrity
Integrity is central to the way we do business and crucial to our external credibility and continued respect in the market place. To demonstrate integrity everyone in the company must follow ethical business practices, be reliable, trustworthy and honest, deliver our promises and have a fair-minded approach.
What Integrity means to us:
Knowing what you stand for; Values govern your actions, particularly when faced with crisis or uncertainty; Acting responsibly in the community; Following our Environmental Policies; Be true to yourself and your values; Abiding by confidentiality agreements; Sticking to agreed deals; Trust; Giving the right advice in difficult circumstances; Doing what you say you are going to do Honest business practice Considering other views; Building our Reputation; Taking ownership; No middle ground; Valuing our business partners, customers and staff; Complying with clear company guidelines; Compliance is a given;
Value behaviours
- Keeps promises and honours commitments in an honest and responsible way.
- Takes responsibility for establishing and meeting professional objectives and maintains commitment in spite of setbacks.
- Communicates and listens to people in a way which shows show consideration and the need for confidentiality.
- Consults with people about proposed activities at appropriate times and in a manner that encourages open, frank discussion.
- Behaves in a professional manner at all times adopting and following business etiquette rules of behaviour
Respect for the individual
It is important that we show respect for the individual and treat others as we would like to be treated. A culture in which communication is two-way, clear and constructive, the contributions of all team members are recognised and individual differences respected and developed will support learning and continuous improvement and enable us to stay ahead of the competition.
What Respect for the Individual means to us...
Being treated as an individual; Showing interest; Working together; Mutual Understanding; Regular open & honest feedback; Recognising strengths & weaknesses; Leading by example; Valuing an Opinion; Open-minded; Rewarding and celebrating success; Valuing contribution of everyone; Valuing diversity; Treating others as you would like to be treated; Fair treatment for all: Giving people space to develop; Consideration for others ; Consultation & involving people ; Respecting differences; Clear & honest communication; Keeping people informed; Asking for feedback; Acknowledging opposing views;
Value behaviours
- Consistently shows respect for individuals by treating them fairly and with equality.
- Uses coaching and support to enable individuals to develop personally and professionally to fully achieve potential.
- Demonstrates an open mind and listens to people holding different views.
- Balances a concern for getting work done with the goals and feelings of others.
- Seeks and gives constructive feedback on ways to continually develop to meet demands of changing situations.
Which team do you support?
For between 2 and 10 individuals.
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