Potential occupational standard
Occupational standard in development
Approved occupational standard
Occupational standard without apprenticeship
Custom occupational card
Apprenticeship
Higher Technical Qualification
T Level
Technical Qualification
Career starter apprenticeship
Royal apprenticeship
Occupational progression
Technical education progression
Mid green occupation
Dark green occupation
Favourite occupation
View glossary of terms
home Business and administration
Public service operational delivery officer

Public service operational delivery officer

Business and administration

Level 3 - Technical Occupation

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

Print to PDF View occupation in map

Reference: OCC0314

Status: assignment_turned_inApproved occupation

Average (median) salary: £27,710 per year

SOC 2020 code: 4111 National government administrative occupations

SOC 2020 sub unit groups:

  • 4111/99 National government administrative occupations n.e.c.
  • 7211/00 Call and contact centre occupations

Technical Education Products

ST0314:

Public service operational delivery officer

(Level 3)

Approved for delivery

Employers involved in creating the standard:

Department for Work and Pensions, HMRC, Home Office, Department for Transport, Ministry of Justice, Kent County Council

Summary

Operational Delivery Officers have the vital job of keeping the country running. They make sure that citizens get the services and protection they need, and help people understand what is available and what they need to do to comply with the rules. Operational Delivery Officers make a difference every day to the lives of millions of people. They do hundreds of jobs in most departments and agencies in central government. They also work in local government, delivering services for towns, cities, boroughs or counties. This apprenticeship will give you great development opportunities to equip you to be an internationally-recognised professional in the part of the Civil Service that really makes things happen for customers and businesses.

Employers involved in creating the standard:

Department for Work and Pensions, HMRC, Home Office, Department for Transport, Ministry of Justice, Kent County Council

Keywords:

Government
Operational
Operational Delivery
Protection
Public Services

Knowledge, skills and behaviours (KSBs)

K1: Legislation, Policies and Procedure: Understanding the principles, practices, regulations and law in your own area of operational delivery, and how it is applied and the effect it has, from supporting the needs of the most vulnerable individuals to keeping the UK’s borders secure
K2: Customers: Understanding the diverse range of customers and communities, and their needs, rights and expectations, from individuals to the biggest multi-national businesses
K3: Range of Services: Having an appreciation of the range of public services available that are delivered across government, from ensuring money is available to fund public services to making payments to pensioners

S1: 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
S2: Working together: Working well with your team, colleagues and others and developing productive working relationships to achieve individual, team and business results
S3: 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
S4: 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
S5: 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
S6: 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
S7: 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
S8: 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.

B1: Changing and improving: Being open to change. This includes being creative in supporting continuous improvement or changes to systems or processes that affect the way you do your job
B2: Making effective decisions: Having sound judgement. This includes making decisions about the relevance, quality and accuracy of the information available to you and using and sharing it appropriately
B3: Leading and Communicating: Leading by example. This includes being even-handed, supportive, and not letting personal opinions override business needs, and communicating professionally, openly and honestly
B4: Collaborating and partnering: Working collaboratively and building professional relationships with colleagues. This includes working as part of a team and developing contacts so you can support each other
B5: Building capability for all: Learning and building your own knowledge and skills, and developing the mindset and ways of working to continually improve
B6: Managing and quality service: Delivering a quality service. This includes ‘going the extra mile’, and showing an awareness of different customer needs (for example, those with disabilities)
B7: Delivering at pace: Delivering at pace, working to agreed goals and activities, and responding to challenges constructively, for example managing time well and thinking positively
B8: Values - Integrity: Putting the obligations of public service above your own personal interests
B9: Values - Honesty: Being truthful and open
B10: Values - Objectivity: Basing your advice and decisions on rigorous analysis of evidence
B11: Values - Impartiality: Acting according to the merits of each case and serving the government of the day impartially

Occupational Progression

This occupational progression map shows technical occupations that have transferable knowledge and skills.

In this map, the focused occupation is highlighted in yellow. The arrows indicate where transferable knowledge and skills exist between two occupations. This map shows some of the strongest progression links between the focused occupation and other occupations.

It is anticipated that individuals would be required to undertake further learning or training to progress to and from occupations. To find out more about an occupation featured in the progression map, including the learning options available, click the occupation.

Progression decisions have been reached by comparing the knowledge and skills statements between occupational standards, combined with individualised learner movement data.

Technical Occupations

Levels 2-3

Higher Technical Occupations

Levels 4-5

Professional Occupations

Levels 6-7

This is the focused occupation.
assignment_turned_in

Level 3

Progression link from focused occupation.
Progression link from focused occupation.
assignment_turned_in

Level 3

Progression link from focused occupation.
assignment_turned_in

Level 3

Progression link from focused occupation.
assignment_turned_in

Level 3

Progression link from focused occupation.
Progression link from focused occupation.
assignment_turned_in

Level 3

Progression link from focused occupation.
assignment_turned_in

Level 3

Progression link from focused occupation.
assignment_turned_in

Level 4

Progression link from focused occupation.
assignment_turned_in

Level 4

Progression link from focused occupation.
assignment_turned_in

Level 4

Progression link from focused occupation.
assignment_turned_in

Level 5

Business and administration

Legal, finance and accounting

Protective services

Sales, marketing and procurement