Our Culture
We call it “Upside Down Management”
Nobody else does things quite like us. We flipped our management structure upside-down to put customer-facing colleagues in charge.
It makes colleagues, customers and managers much happier – and takes our service to the next level. Upside Down Management looks like this…
Our business runs on 5 key principles
Trust
Upside Down Management gives colleagues total authority to do whatever they can to amaze our customers.
Kindness
We’re always ready to offer help to colleagues who need it – and we raise smiles with regular acts of kindness throughout the year!
Inclusion
We’re proud to employ people who find job hunting really tough, and 12% of our new recruits actually come from prison.
Loyalty
We always want our colleagues to stay with us, so we offer long-service rewards to celebrate milestones with the business.
Generosity
5% of our services are done for free. We ask customers if they’d like to donate to charity instead!
Being a Timpson Group boss
Thanks to our culture of Upside Down Management, our bosses don’t issue traditional orders. Instead, our management teams create success by helping each member of the team become the best they possibly can be.
Timpson bosses follow these 6 simple steps:
- Recruit colleagues with a personality of 9 or 10 out of 10.
- Provide all colleagues with the training required
- Provide all the tools for the job, including everything from machinery to IT equipment.
- Make sure your colleagues are always happy working at Timpson.
- Praise a reward great performance with extra days off, scratch cards and more.
- Be a mentor to help colleagues through any major problems.
Laura’s Story
Our simple approach to business involves picking colleagues with personality and trusting them with the freedom to do their job, their way. We call it ‘Upside Down Management’.
There are only two rules at Timpson Group
1. Act the part
Maintain our standards and keep things smart. It couldn’t be simpler.
2. Put money in the till
There’s nothing complicated about this. It’s plain common sense!
The simple common sense way that we run our business is described on the wall of our office in Wythenshawe.
We have a culture based on kindness
From wowing customers to treating colleagues, we always put kindness first.
Our values make us better, every single day
There is no magic secret to our success. Instead, we have a simple set of values that explain what makes the Timpson Group culture so special.
Some are quirky, some are common sense. But they all help guide how we behave and interact with others every single day.
Amaze our customers
We put everything into offering a kind & friendly service that puts smiles on faces.
Put people first
It’s our wonderful colleagues who drive our success, so we spend a lot of time treating everyone well.
Aim to be the best
Even when we feel like we’re the best, we still aim to get better. It’s just how we do things here.
Only pick the best
We recruit solely on personality – everyone should have a 9 or 10 out of 10 character!
Ignore best practice
Rules can stop people from being their best. Personality, initiative and invention are the most important things.
Enjoy change
We push ourselves to turn dreams and new ideas into reality. It’s how we’ve stayed up to date all these years.