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Apprenticeship training course

Public service operational delivery officer (level 3)

Working in local and central government to ensure the public gets the services and protection they need

Qualification level
Equivalent to A level.
Typical duration
12 months
Apprenticeship category
Business and administration
Maximum funding
Maximum amount government will fund
for apprenticeship training.
Skills an apprentice will learn
  • Customer Service: Delivering services to a wide range of customers, including those most in need and vulnerable, recognising that some customers will need extra support to access and use services. You will be providing a professional service at the right time and in a non- judgmental way. This includes carrying out calculations based on information received and giving accurate advice and guidance to help citizens understand what they need to do
  • Working together: Working well with your team, colleagues and others and developing productive working relationships to achieve individual, team and business results
  • Gathering and managing information: Complying with data protection principles. Accurately reviewing, validating, processing and storing information from a range of sources and accurately using it to meet customers’ needs in a way they find clear and easy to understand. You may be analysing information for discrepancies, potential fraud or non-compliance. This could also support interviews and investigations
  • Negotiation and influencing: Using tact and diplomacy to negotiate with individuals or businesses to ensure they comply with the rules, and reaching solutions that suit all parties and are right for the business
  • Problem solving and decision making: Identifying problems quickly and using a range of techniques to solve them and stop them happening again. This includes preventing a customer having to contact us a number of times
  • Tools and Equipment: Using IT systems to manage, share and store information. This includes using office equipment appropriately and reporting poor performance of services you use to do your job
  • Professionalism, self management and awareness: Taking responsibility for your own actions. This includes being self-motivated, and planning work to make sure that tasks are completed and deadlines met
  • Communciation Effectively: Understanding the importance of effective communication in the workplace and communicating effectively in different situations and communicating the best way to meet the needs of different audiences. This includes questioning and listening when carrying out interviews or investigations, and communicating in a clear and concise way using letters, e-mails or social media, over the phone or face-to-face.

Full information on Public service operational delivery officer (level 3) is available from the Institute for Apprenticeships and Technical Education.

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