Purpose
Good communication keeps our work moving, looks after our customers and helps us treat each other with respect. This policy sets out how we communicate at Nexus Group — which channel to use, how quickly to respond and the standards we expect.
Approved communication channels
We use a small set of approved channels so information is easy to find and kept secure:
- Email — our record of decisions, approvals and anything customers or managers may need later.
- Phone — quick conversations, urgent matters and sensitive discussions.
- Chat (Teams) — quick questions and informal coordination within a team.
- Meetings — discussion, decisions and anything that benefits from talking it through.
- Service Desk tickets — IT issues, access requests and anything that needs to be tracked.
Don’t use personal email, personal messaging apps or social media for Nexus Group work.
Choosing the right channel
| If you need to… | Use |
|---|---|
| Keep a record or get a written approval | |
| Sort something out quickly | Phone or chat |
| Resolve something urgent | Phone (then confirm in writing) |
| Discuss or decide as a group | A meeting (with an agenda) |
| Get IT help or request access | A Service Desk ticket |
Expected response times
These are our normal targets — let people know if something will take longer:
- Internal email: within one business day.
- Chat: within a few hours during work time (it’s fine to be offline when focusing).
- Customer enquiries: acknowledge within one business day; see the Customer Charter for resolution targets.
- Urgent issues: as soon as you can — pick up the phone.
Confidentiality
Only share information with people who need it for their work. Take extra care with customer and staff personal information, and follow the Privacy Policy. Don’t discuss confidential matters in open areas or on public channels.
Communicating with customers
- Be courteous, clear and honest, and stick to what you can deliver.
- Use approved scripts and templates as a starting point.
- Don’t make promises outside the Customer Charter — check with a Team Leader if unsure.
- Record customer interactions so colleagues can follow up.
Communicating with your supervisor
- Keep your supervisor informed about progress, delays and anything that could become a problem.
- Raise issues early — a short heads-up is always better than a surprise.
- Ask when you’re unsure; checking is part of doing the job well.
During urgent issues
For anything urgent or potentially serious — a customer escalation, a safety issue, a security concern or a system outage — call the right person rather than emailing, then confirm in writing. For emergencies, call 000 first and follow the emergency procedures.
Getting it right
When you draft something important, check it against the Written Style Guide and, where needed, have it reviewed under the Approval Procedure before it goes out.