“In this job you have to be empathetic to the people who are calling in, putting yourself in the customers’ shoes, be it someone who has been bereaved or someone who is critically ill, someone who’s lost their job... there are all sorts of situations that we help people with.”
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How to navigate this review
In this section we have included our KPIs and explicitly outlined the measurements that are used in deciding executive remuneration, and other financial results, which we believe are integral to our performance. We have amended the way we present this information to better reflect the measurements used by management to improve the transparency of our financial performance with detailed financial disclosures.