Hybrid Working Policy
Applies to all employees, associates, and contractors of Tier1 Operations Ltd
1. Purpose and Scope
This policy outlines Tier1 Operations Ltd’s hybrid working approach, clarifying its definition for our business, governing principles, staff responsibilities, and applicable standards of conduct and availability.
Tier1 Operations is an embedded managed operations service. Our work happens in two places: inside our clients’ businesses and remotely from wherever our staff are working. There is no Tier1 office to be ‘hybrid from’ in the conventional sense. Our model is the hybrid arrangement, on-site presence when operational governance requires it, and remote delivery for everything else.
This policy applies to all employees, associates, and contractors engaged by Tier1 Operations Ltd, regardless of employment status, working hours, or client assignment.
2. What Hybrid Working Means at Tier1
- Client-side work. On-site at client premises, where physical presence is required for governance, audit, inspection, staff engagement, or operational oversight.
- Remote work. Remote delivery, from a home office or any suitable working environment, for reporting, system management, communications, board-level work, and governance administration.
3. On-Site Working: Client Premises
3.1 When on-site presence is required
- Operational audit or diagnostic assessment is in progress
- Mock inspection or regulatory visit preparation is underway
- Staff briefings, training sessions, or team engagement is required
- A serious incident or crisis intervention demands physical presence
- A client review meeting, board presentation, or formal governance meeting is scheduled
- The contract or client agreement specifies a minimum on-site attendance frequency
- The Managing Director determines that on-site presence is required for operational reasons
3.2 On-site conduct standards
- Professional dress and presentation consistent with the client’s environment and Tier1’s brand standards
- Full compliance with the client’s site rules, health and safety requirements, and operational procedures
- Clear identification as a Tier1 Operations representative at all times
- Punctuality: arrival at the agreed time, with adequate preparation completed in advance
- Confidentiality: all client information observed on-site is subject to the data protection and confidentiality obligations set out in your contract of employment
4. Remote Working: Standards and Requirements
4.1 Working environment
All Tier1 staff working remotely are responsible for maintaining a suitable working environment. This means:
- A quiet, professional space from which video calls and client communications can be conducted without interruption
- A background appropriate for client-facing calls, neutral, tidy, and free from visible personal or inappropriate items
- A reliable internet connection sufficient for video conferencing and document management
- Adequate lighting and audio quality for all video meetings
4.2 Availability and responsiveness
| Standard | Requirement |
| Core hours | Available Monday to Friday, 9:00am – 5:00pm unless a variation is agreed in writing with the Managing Director |
| Response time | Respond to internal communications within 2 hours during core hours |
| Client communications | Respond to client communications within the timeframe agreed in the client’s service agreement, never exceeding 2 hours for urgent matters during core hours |
| Meeting attendance | Available for all scheduled client and internal meetings, joining on time and fully prepared |
| Escalation availability | Available to respond to operational escalations within 30 minutes during core hours; emergency contact protocol applies outside core hours |
4.3 Equipment and security
Staff are responsible for the security of all work-related equipment and information when working remotely. The following are mandatory requirements:
- Use only Tier1-approved or Tier1-designated devices for client work and communications
- Ensure all devices are password-protected and screen-locked when not in use
- Never use public or unsecured Wi-Fi networks for client work without a VPN
- Store all client documents and data in the designated secure cloud environment, not on local devices
- Report any suspected data breach, security incident, or device loss to the Managing Director immediately
5. Work Pattern and Scheduling
5.1 Agreed work patterns
Each staff member’s hybrid work pattern, the expected balance between on-site and remote delivery, is agreed with the Managing Director at the start of each client engagement and reviewed when assignments change. The agreed pattern is documented in the relevant assignment schedule.
Work patterns will vary by role, client contract, and operational need. There is no universal split between on-site and remote days, the work determines the location, not a fixed schedule.
5.2 Advance notice and schedule changes
Where on-site attendance is planned, staff are expected to confirm their attendance at least 48 hours in advance, unless operational urgency prevents it. Where schedule changes are required, the following process applies:
- Notify the Managing Director and the relevant client contact as early as possible
- Agree an alternative arrangement — either rescheduled attendance or equivalent remote delivery — before the change takes effect
- Document the change in the client’s scheduling record
5.3 Travel and expenses
Travel to client premises for on-site work is a normal and expected part of the Tier1 delivery model. Reasonable, pre-approved travel expenses will be reimbursed in accordance with the Tier1 Expenses Policy. Staff should plan travel efficiently and confirm any expenses above the standard threshold with the Managing Director before incurring them.