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Orange Genie Living our culture to inspire and delight our customers

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Orange Genie Living our culture to inspire and delight our customers


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What is culture? A set of shared beliefs, values and practices


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Why work on culture? We believe there’s a virtuous circle


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we employ a team of like minded people and we all pull in the same direction and we have a common cause We believe we can become a great company when… recruiting the right people


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we have a common cause recruiting the right people


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we aspire to improve the lives, recruiting the right people


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the opportunities and well-being of recruiting the right people


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freelancers and professional contractors recruiting the right people


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we are all moving in the same direction recruiting the right people


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we are passionate about operational excellence, recruiting the right people


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continuously improving our customers’ experiences, recruiting the right people


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and building our reputation as recruiting the right people


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the best contractor management company in the uk recruiting the right people


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and we only recruit like minded people recruiting the right people


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our people love working together as a team recruiting the right people


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to deliver great customer experiences Having Orange Genie to process my payments has been a great benefit to me and all the staff are always helpful. I have never come across such good customer service. Gavin B Thanks for coming to see us, we were impressed with your honesty and integrity as an organisation,  I have to tell you that one of the last people we saw mentioned that your organisation had gained itself an extremely good reputation in the market place, that’s great coming from a competitor!   Julie C – Recruitment Agency Thank you for your help this year, a few of us were just mentioning how great you've been as a company. Morgan C I’m constantly raving about Orange Genie to friends and colleagues and this is exactly why. Your service is phenomenal.   Brooke H recruiting the right people


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we only recruit the best people, and recruiting the right people


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they have to share our beliefs, values and practices recruiting the right people


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There are 5 fundamental principles driving us fundamental principles


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1. Equality; all staff have equal status fundamental principles


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1. Equality; we don’t manage by command and control fundamental principles


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1. Equality; staff are empowered and trusted to make decisions fundamental principles


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1. Equality; and everyone is treated with equal respect fundamental principles


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2. Teamwork; we trust and support our team-mates fundamental principles


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2. Teamwork; we achieve more working together as one team fundamental principles


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2. Teamwork; fundamental principles


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3. No Blame Culture; Everyday we try to improve our systems, processes and service levels fundamental principles


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3. No Blame Culture; we encourage innovation and improvement fundamental principles


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3. No Blame Culture; we benchmark ourselves against best practice in other industries fundamental principles


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3. No Blame Culture; we try new ways of working to constantly improve value to our customers fundamental principles


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3. No Blame Culture; we accept errors happen, when we find them we correct them fundamental principles


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3. No Blame Culture; and we never repeat them because we are a learning company fundamental principles


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3. No Blame Culture; Effective Implementation of Kaizan fundamental principles Continuous improvement Recognise the bigger picture add more value to our customers Consider and improve the process not the end result in isolation Create a positive learning environment


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4. Long Term Commitment; we invest in developing our people fundamental principles


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4. Long Term Commitment; our aim is to build a loyal workforce fundamental principles


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4. Long Term Commitment; their knowledge and experience isn’t shown on our balance sheet fundamental principles


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4. Long Term Commitment; the effect is seen every time we deliver great customer experiences fundamental principles


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5. Work/Life Balance; we work to enjoy our lives not the other way around fundamental principles


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5. Work/Life Balance; we are passionate about our work, we’re proud of what we’ve achieved fundamental principles


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5. Work/Life Balance; we arrive happy, we leave happy, what a great life! fundamental principles


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There are 6 aspects underpinning our culture


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1. Customer Delight 5. Competencies 6. Brand Values 4. Winning Behaviours 3. Corporate Values 2. Vision


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1. Customer Delight Our business model is simple customer delight


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customer delight


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Our growth is based on listening and understanding our customers’ needs customer delight


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we surprise our customers by constantly exceeding their expectations customer delight


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we deliver a service so good our customers recommend us to colleagues, friends and family customer delight


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we believe this creates positive reactions and experiences customer delight


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positive reactions lead to recommendations  customer delight


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over 95% of our new business is the result of a positive recommendation  customer delight


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2. Vision We believe people are our most important asset vision


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that’s why we invest in nurturing, training and developing our staff vision


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vision


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“To nurture a team of ambitious, disciplined and inspiring people,… vision Our Vision


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…dedicated to becoming the leading contractor management company in the UK,… vision Our Vision


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…and sharing in its continuing success” vision Our Vision


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3. Corporate Values Our values People Customers Awareness Innovation corporate values


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People Customers Awareness Innovation corporate values


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4. Winning Behaviours Thinking Developing Inspiring Achieving


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5. Competencies Personal Interpersonal Reasoning Business


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6. Brand Values Knowledgeable Honest Transparent Accurate Welcoming


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some people just don’t fit!


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