CODE OF CONDUCT

Expectation

Performance is carried out with care and attention to detail

Works to acceptable standards of conduct and performance

 Professional behaviour is presented at all times, and all colleagues and
customers are addressed with politeness and kindness.

Works in a suitable work environment

Follows the correct arrangements for recording any lateness and absence from
work

Does not carry out any act that breaks the mutual trust and confidence between
employer and employee
 Portrays a positive company image at all times

A webcam and microphone are made available at the start of your shift in
preparation for both scheduled and unshceduled Teams calls with the
management team

Hold time when on the phone to a customer is used in line with our policy

Contact through Microsoft Teams should relate to your work and remain
professional at all times
 CODE OF CONDUCT
Examples of Our Expectations

• Consistently follows all points on the quality audits

• Does everything possible to provide the customer with a solution on our first
contact, or if not possible, takes the relevant steps to resolve the problem quickly and
efficiently
• All internal processes are followed correctly

• Consistently achieves set targets

• Consistently follows all points on the quality audits
• Adheres to all expectations of this Code of Conduct
• Communicates respectfully
• Projects a positive attitude
• Politeness
• Honesty
• Reliable
• Takes responsibility
• Keeps calm and shows compassion towards irate customers who have
experienced a poor customer journey

• A reasonable work space with a designated work area, such as an isolated room
with a desk or table for work equipment
• Limited distractions
• A quiet designated work area
• Ensure family members or anyone living at your address understand that although
you are home, you are working

• If you are running late or will be absent from your shift, you must send your Team
Leader a message through Microsoft Teams including the below information at least
15 minutes before your shift starts:
- Record your lateness or absence
- Provide a reason behind your lateness or absence
- If possible, provide a time or day when you will return to work
• If for any reason you are unable to reach your Team Leader through Microsoft
Teams, you must reach out to them via Whatsapp

• Honesty
• Takes responsibility
• Confidential conversations are kept private
• Follows all points on the quality audits
• Does everything possible to provide the customer with a solution on our first
contact, or if not possible, takes the relevant steps to resolve the problem quickly and
efficiently
• All internal processes are followed correctly
• Adheres to all expectations of this Code of Conduct

• When logging on for your shift, ensure your webcam and microphone are both
working
• If you experience any issues with your web cam or microphone, you must make
your Team Leader aware immediately
• When a member of the management team calls or messages you through Teams,
the call or message must be answered in a timely manner
• Notifications are switched on

• You are unsure of what action to take, or what solution to offer the customer on
the phone and the answer is not available in any training documentation. Hold time is
used when you need to reach out to a member of the management team for support
• When looking into the customer’s problem, you use verbal nods and talk the
customer through what you are doing. Hold time is not to be used at this stage

• Uses Microsoft Teams to speak with colleagues about work-related topics during
breaks and lunches, and not during working time where it can distract from
productivity and performance
• Only uses Microsoft Teams during working time when reaching out to a member
of the management team
 Examples of Mis-Conduct
• Sending the customer a templated response that has already been sent to that
same customer once before
• Carrying out an incorrect action due to not reading or listening to the customer’s
concerns with care and attention

• Repeated failure to achieve and/or maintain the normal expected levels of

performance required
• Does not adhere to all expectations of this Code of Conduct
• Avoidance of work
Examples:
- Replying to a customer email with unnecessary questions or information to avoid
carrying out system work such as booking collections
- Dodging an RMA on a case filter that has been assigned to you
- Closing a customer email, message or chat without providing a response
- Hanging up on a customer
• Gossiping about co-workers
• Bullying
• Offensive, rude or abusive language to both colleagues and customers
• Unwillingness to talk about issues or concerns in a respectful manner
• Refusing to perform an assigned task
• Lateness or absence of joining Teams meetings without a valid or reasonable
excuse

• Distractions from family members or others living at your address

• A loud working environment
• Unreasonable designated working areas such as sofas or beds

• Does not report lateness or absence from work

• Does not provide a valid or reasonable reason for the lateness or absence

• Confidential conversations are not kept private

• Dishonesty
• Any act of misconduct from this Code of Conduct
• Actions which bring the organisation into disrepute
- For example, using offensive language with a customer
• Carrying out an incorrect action due to not reading or listening to the customer’s
concerns with care and attention
• Continuously causing customer complaints on the back of incorrect actions

• A member of the management team calls you through Microsoft Teams, and you do
not answer the call
• A member of the management team sends you a message through Microsoft
Teams, and you do not respond within a timely manner
• A member of the management team calls you through Teams, and a webcam or
microphone is not available
• Notifications are not switched on, which leads to missed calls and messages from
the management team

• Using hold time to type messages to your colleagues

• Using hold time to look into a customer’s problem
• Using hold time as personal time to grab a drink, snack or use the toilet
• Using hold time for any reason that is not reaching out to a member of the
management team for support

• Uses Microsoft Teams to contact colleagues regarding none work-related topics

during working times
• Uses Microsoft Teams in an unprofessional manner