The Directors of the Company has a duty to promote the success of the Company. A Director of the Company must act in the way they consider, in good faith, to promote the success of the company for the benefit of its members, and in doing so have regard (amongst other matters) to:
The Directors of the Company consider the key-stakeholders of the business to be its employees, customers, suppliers, bank and shareholders.
The Company takes the role of trusted advisor for all IT matters for its client base, which encompasses access, applications and services. Thereafter, client relationships are maintained by providing excellent levels of support and customer service. Consequently, customer churn remains low.
The business is continuing its transformation programme to ensure the company maintains its competitive edge and is always fit for purpose in an ever-changing industry. This involves a continued drive to cross-sell existing product offerings to existing customers.
The Netcentrix culture is designed to nurture talent, support staff, care for each other’s well-being and inspire people to achieve their ambitions. We do this by encouraging every employee to be the best version of themselves, to continually learn and develop and to ensure employees are engaged and determined, as well as equipping people with the skills necessary to succeed.
We know that happy, engaged employees are much more productive, more likely to contribute to a positive working atmosphere and critically, more likely to stay with Netcentrix. In turn, a happy and engaged workforce will provide the best possible service and support for our customers.
Our values define the Netcentrix ethos and outline the way people are expected to behave. The values are embedded in all aspects of employee work life. This includes a value-based employee recognition program. By creating an employee recognition program aligned with our company core values our employees can celebrate each other for the behaviours we want to see, this includes monthly employee awards and the annual awards presented at our Summer Awards Party.
The values will be ingrained in HR policy, induction and onboarding, the appraisal process, the way managers lead and our recruitment campaigns and interview process. The values play a strong role in the recruiting process which incorporates a competency and scenario-based approach to understand how people would react in different situations to ensure they are customer focused and a team player. We are looking for people to be positive and friendly and the more senior the role we are recruiting for, the more time would be spent testing core beliefs and value to ensure best fit for Netcentrix.
Employees have access to an interactive internal communications platform where all company wide and people centric information is shared. Employees are updated on important topics, news and strategy through a company-wide briefing held monthly. Twice a year a company-wide conference event is held which is a key part of communication but also a key way of engaging employees all together in one room, or more recently virtually to enabling networking and across teams and locations. In addition, every manager has monthly team meetings, 121s and as a direct result of hybrid working, a daily team check in (focussed on well-being and support, rather than work activity). The Directors advocate an ‘open door’ policy whereby any employee can ask for a meeting, chat or a call with any of the Directors at any time and the employee will always be prioritised.
Finally, the company conducts an annual employee survey which we use to benchmark how we are doing and what improvements we can make in the following year. Our engagement of employees is independently assessed by Investors in People of which we hold the gold standard.
Induction is key at Netcentrix. We want to ensure our new recruits are on-boarded effectively and have the best possible first impression of their new employer. The induction has both a HR team led element providing a full overview of the company, its key people, history and values, as well as the initial building blocks a new starter needs in order to start their new role, together with a meet and greet with the CEO who talks our new employees through the companies ‘why’ and ‘how’ – why we do what we do and how we do it, as well as our goals and objectives. The main induction is manager led and very much focussed on the training required to perform the role well.
In addition to the annual employee awards which celebrate the Company Values, team of the year, best new recruit, outstanding achievement and employee of the year, the business also rewards employees for loyalty through a loyalty reward plan. Aside from the usual commission schemes you would expect for sales roles, the business also has a number of bonus schemes in place which reward employees for exceeding their targets and objectives. All commission payments and objectives are reviewed to ensure they drive the right behaviour for the business and its stakeholders.
There is a strong representation across gender in both the Board and Senior Management Team. Netcentrix actively participate in Women in Tech awards, initiatives and programmes, which are positively endorsed by the owners of the business. The gender pay gap is also reviewed and benchmarked across the industry.
Customer Experience (CX) is a key strategy for Netcentrix to win customer loyalty and is both critical and central to the business strategy. We recognise the importance of investing in Customer Experience as a key brand differentiator for Netcentrix, operating in what is a highly competitive and crowded IT market where products and services are becoming increasingly commoditised.
Given this, we have launched a “top down” single focus for the business linked directly with customer satisfaction and customer retention, meaning that service excellence and Customer Experience is very much at the heart of our culture.
A key theme underpinning the Customer Experience Strategy is an unrivalled commitment to helping customers. Customer feedback is the top driver of any successful CX strategy and our Voice of Customer Programme is the core foundation for driving continuous improvement in Customer Experience which is currently being expanded to gain a significant coverage of the customer base.
Consistent with our single focus, the role of our Sales and Account Management Team is to deliver value to our customers and help their businesses. This is achieved through a consultative approach and delivering tangible solutions to business challenges that make a difference and enable them to operate in a more secure, productive and profitable way.
Every customer has either a named Account Manager or Relationship Manager as customer satisfaction and customer retention is prioritised across the business. A structured approach to customer engagement, account management and account development has been established in order to exceed customer expectations and deliver a great customer experience.
Our Suppliers are fundamental to our strategy and success at Netcentrix. In order to ensure we only have the best suppliers delivering the best service to Netcentrix and in turn our customers we ensure that our suppliers are proactively managed within the business and we retain the highest levels of service at the best commercial rates to pass to our customers. We meet regularly with suppliers and ensure standards are delivered by monitoring performance against key metrics. At Netcentrix, we also ensure that all agreements are fair and reasonable to both parties including areas of responsibility, information security, service expectations and payment terms so we can continue to support each other throughout our relationship.
In addition to managing the services they provide and the commercials we receive we have robust processes in place when bringing any new supplier on-board and ensure that a full on-boarding function is completed so there will be a smooth transition into the business and therefore to our customers who will see the added benefits. Due diligence and identification of risk is also fundamental to what we do, so we proactively review our current suppliers as well as new suppliers we may bring on board to ensure that they meet our stringent requirements on areas such as local and national legislation, Anti-Slavery and environmental impacts.
To allow Netcentrix to focus on growth and customer retention we have invested in multiple cloud technologies. This year investments have been made in the following key areas: –
The strategy behind these investments have allowed the business to continue to trade no matter the location of its employees.
Netcentrix holds the following ISO accreditation, held with NQA certification body:
As part of our commitment and adherence to ISO 27001, 9001, 22301, and 45001 the combined Management System (IMS) at Netcentrix is designed to protect customer data and information during and after the provision of managed IT services including design, development, supply and installation of Business IT solutions.
We are a socially and environmentally conscious business and recognise that we have a responsibility to do more.
At the heart of our business is a strong sense of purpose and commitment to having a lasting positive impact on the lives of our people, and the communities within which we work and live. We are taking this responsibility seriously and will be investing heavily in our ESG strategy as a catalyst for sustainability and lasting positive change.
We are on a journey to formalise our approach to sustainability and are committed to being transparent with our stakeholders on our progress. Initially focussing on environmental sustainability, we have already committed to shorter-term emission reduction targets, aiming to reduce emissions by 42% by 2030, and 63% by 2035, and we have an ambitious strategy which allows us to reach net zero by 2040.
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