Culture and values

Our values

The way we work is driven and shaped by the needs of our customers. To make sure we always meet these needs, our culture is based on clear values and sound principles.


culture and values

Our principles

The principles we’ve built give us a firm foundation for our whole strategy. They’re reference points that guide us each day as we work with customers, employees, dealers and other stakeholders.

  • We always treat customers fairly
  • We’re competitive on value and professional expertise
  • We always provide value for stakeholders
  • We work hard to make sure our finances will sustain our efforts into the future
  • We make sure we are an outstanding, responsible employer

Diversity and inclusion

People have different skills, needs and aspirations, and we’re dedicated to providing the best possible job opportunities for everyone throughout our business. It’s about sustaining a culture that nurtures, where employees are free to flourish and where they’re rewarded equally, regardless of race, national or ethnic origin, disability or gender.

We’re also working hard to address the issue of pay gaps across our business. Our managers benefit from diversity and inclusion training, and we’ve created four Diversity and Inclusion Networking Groups that provide a two-way forum for discussion and ideas.

Discover more in our 2020 Pay Gap Report Will download a resource(PDF 236KB)

A work environment that inspires

The best customer service begins with inspired and fulfilled employees. That’s why we’ve created a performance culture that rewards excellence and encourages people to exceed expectations.

Our team:

  • Gets involved in company policy and ethos
  • Thinks commercially about key decisions
  • Engages with customers to find the best solutions
  • Works with flexibility and total professionalism

Understanding customer needs

First and foremost, we need to understand our customers and their needs. To really engage with them, we take every opportunity to hear and respond to their views through:

  • Regular surveys and research
  • Close relationships with other organisations that represent them
  • Offering a scholarship programme for disabled students that provides financial help and work experience