Care for our customers and our colleagues

• Treat others with kindness, compassion and act with humility, being open and receptive to other's view and perspectives.
• Assume that all people you interact with start from a place of good intent, for what's best for our customers, our people and the business.
• Be respectful and show positive regard towards others. 
• Take into consideration other people's prioritise, workloads and availability.

Honesty is the best policy

• Take accountability for what you are responsible for and actively provide feedback to others, whilst remaining open and receptive to feedback.
• Ensure that your interactions with others are respectful and honest, keep in mind what is best for our customers, our people and the business.
• Deliver on your commitments, and if you are unable to, communicate it in a timely and considered manner.
• Hold others responsible for when their behaviours are not aligned with the framework, to promote a safe and inclusive culture.

Develop a sustainable future for everyone

• Embrace diversity by acknowledging our differences, and drive equity through consideration and understanding, to foster inclusivity. 
  
• Make measured and considered decisions and become an advocate for the Company's commitment to sustainability.
• Give back to the communities and customers we serve by taking advantage of our So Giving policy.
• Take personal ownership fo your environmental impact by adopting sustainable practices in the workplace. 

Strive to be the best in all our endeavours.

• Constructively challenge the status quo, to problem solve and improve our ways of working. 
• Be informed when making decisions and taking accountability for the impact. 
• Be the driving force behind your own success, development and personal growth.
• Step outside your comfort zone - seek out and embrace new opportunities to help drive innovation. 

Continually quench our thirst for knowledge

• Be clear, articulate and actively listen when working with others. 
  
• Actively seek out and engage with new information, feedback and perspectives to work in a more collaborative and effective way. 
• Drive your own development and curiosity by raising new ideas or initiatives, which could benefit our customers, our people and the business. 
• Actively learn about other areas of the business - understand how all departments are interconnected and how you could add value to that area. 
• Reflect on how your own experiences can bring unique insight and different ways of thinking to the business.

Be clear with everyone from our customers to our colleagues. 

• Be clear, articulate and actively listen when working with others.
• Flex your communication style when working with others to drive effective collaboration. 
• Self-reflect and be aware of how your approach, attitude, body language and other non-verbal cues can impact, affect and influence others. 
• Communicate clearly, openly and honestly when working with others about how you like to be engaged, to drive successful and efficient collaboration. 

Our behavioural framework is how we align everything we do to our values. Whether it's tackling a challenge, how we work with the rest of our team or how we make decisions as a business, it is all underpinned by our Values and the behavioural framework.