Structure of the qualification

Dependent upon the qualification you are taking (Award, Certificate or Diploma), there are a required number of units you must take.

If units are additional, you must pick the required number of these units to complete the qualification

Level 2 Award
Unit 201	Principles of working in operational delivery	Mandatory
Unit 207	Principles of protecting data security in own area of responsibility	Mandatory
Unit 208	Principles of equality and diversity in operational delivery	Mandatory
Level 2 Certificate
Unit 201	Principles of working in operational delivery	Mandatory
Unit 202	Principles of providing customer service in a team	Mandatory
Unit 207	Principles of protecting data security in own area of responsibility	Mandatory
Unit 208	Principles of equality and diversity in operational delivery	Mandatory
Unit 203	Principles of providing face-to-face customer service	Additional (choose one)
Unit 204	Principles of providing customer service in writing	Additional (choose one)
Unit 205	Principles of providing customer service by telephone	Additional (choose one)
Unit 206	Principles of providing customer service using technology	Additional (choose one)
Unit 209	Principles of calculating liabilities	Additional (choose one)
Unit 210	Principles of calculating entitlements	Additional (choose one)
Unit 211	Principles of dealing with customers' financial transactions	Additional (choose one)
Level 2 Diploma
Unit 201	Principles of working in operational delivery	Mandatory
Unit 202	Principles of providing customer service in a team	Mandatory
Unit 207	Principles of protecting data security in own area of responsibility	Mandatory
Unit 208	Principles of equality and diversity in operational delivery	Mandatory
Unit 203	Principles of providing face-to-face customer service	Additional (choose three)
Unit 204	Principles of providing customer service in writing	Additional (choose three)
Unit 205	Principles of providing customer service by telephone	Additional (choose three)
Unit 206	Principles of providing customer service using technology	Additional (choose three)
Unit 209	Principles of calculating liabilities	Additional (choose three)
Unit 210	Principles of calculating entitlements	Additional (choose three)
Unit 211	Principles of dealing with customers' financial transactions	Additional (choose three)

Unit descriptions

Unit 201 – Principles of working in operational delivery

This unit aims to ensure that learners understand the scope of the operational delivery profession and the organisation’s guidelines, principles and procedures for standards of conduct in operational delivery. They will develop knowledge about how to maintain personal safety and security and the importance of being alert to the security of others. They will also learn about organisational aims and objectives and how it is important that their professional development supports the achievement of operational aims.

Unit 202 – Principles of providing customer service in a team

This unit aims to develop learners’ understanding of the importance of providing effective and reliable customer service as part of a team. Learners will develop knowledge of how to support colleagues within the team in order to complete tasks. They will also learn how to use feedback from customers to improve the service they provide.

Unit 203 – Principles of providing face-to-face customer service

This unit aims to develop the knowledge of learners who have the opportunity to work face-to-face with customers. They will develop an understanding of the best ways to gather information that will enable them to meet the needs of the customer. Learners will develop an understanding of how to deal with gaps, errors and irregularities in information. It will show that the learner is able to deal with them and understand when it is appropriate to escalate issues. They will also learn about processes for resolving customer service problems.

Unit 204 – Principles of providing customer service in writing

This unit develops the knowledge of learners who provide customer service in writing. They will develop an understanding of the best ways to communicate with customers in written communication; which may be paper or electronic. Learners will develop an understanding of how to deal with gaps, errors and irregularities in information. It will show that the learner is able to deal with them and understand when it is appropriate to escalate issues. They will also learn about processes for resolving customer service problems.

Unit 205 – Principles of providing customer service by telephone

This unit aims to develop the knowledge of learners who provide customer service by telephone. They will develop an understanding of the organisation’s guidelines and procedures for the use of the telephone and the best ways to deal with enquires from customers. Learners will develop an understanding of how to deal with gaps, errors and irregularities in information. It will show that the learner is able to deal with them and understand when it is appropriate to escalate issues. They will also learn about processes for resolving customer service problems.

Unit 206 – Principles of providing customer service using technology

This unit aims to develop the knowledge of learners who provide customer service using technology. They will develop an understanding of the best ways to process enquires and provide advice and guidance, including the importance of validating information. Learners will develop an understanding of how to deal with gaps, errors and irregularities in information. It will show that the learner is able to deal with them and understand when it is appropriate to escalate issues. As well as learning how to develop skills in using technology they will also learn how to support customers using self-service technology for application in their current role or as underpinning knowledge for future roles.

Unit 207 – Principles of protecting data security in own area of responsibility

This unit aims to develop the learner’s understanding of the organisation’s data security policies and procedures. They will learn how and why data is protected in the organisation and how security needs to be maintained when data is shared with both internal and external customers.

Unit 208 – Principles of equality and diversity in operational delivery

The aim of this unit is to enable the learner to understand the importance and benefits of equality and diversity in operational delivery and understand how to respond to customers with diverse needs.

Unit 209 – Principles of calculating liabilities

The aim of this unit is to develop knowledge regarding financial transactions. It will show that the learner is able to deal with calculating amounts liable or payable and keep records of the calculation. They will also develop an understanding of how to confirm the liabilities or amounts to be paid.

Unit 210 – Principles of calculating entitlements

This aim of this unit is to develop knowledge regarding financial transactions. It will show that the learner is able to deal with calculating entitlements and they know how to keep records of calculations. They will also develop an understanding of how to confirm the entitlements or amounts to be paid.

Unit 211 – Principles of dealing with customer’s financial transactions

The aim of this is unit is to develop knowledge of financial transactions. The learner needs to understand the codes, laws and regulatory requirements relating to dealing with financial data and processing customer transactions. Learners will also develop an understanding of how to deal with gaps, errors and irregularities in information. It will show that the learner is able to deal with them and understand when it is appropriate to escalate issues. They will also develop an understanding of how to maintain documentation.

Assessment

You will need to successfully complete one on-line Multiple Choice Test for each unit. The tests consist of 25 questions each, all based on the assessment criteria listed in each unit. Please read the assessment criteria carefully to decide if you are ready for your test!

When you register for the qualification you have chosen you will be given log in details that will give you access to the assessment criteria for each unit.

This will also provide you with information on Learning Opportunities available through CSL Learning which will provide you with the knowledge to achieve the qualification.

To prepare yourself for the assessment, it is recommended that you carefully read the step by step guide that accompanies each unit that will be made available to you following log in. Your line manager should be able to advise you on the choice of learning options. You may have already completed some of the learning options recommended, in which case, all you need to do is to refresh your memory and book the test.

Step By Step Learner Guide for each unit

By following the guidance below you will be able to make the most out of the study experience, prepare for the multiple choice assessment and develop the confidence required to sit the test.

When you have chosen your qualification and the units that you will be taking, your first step is to follow the booking guidance for Operational Delivery Qualifications on the CSL Portal.

Within 5 working days of your start date (indicated on the CSL Portal) you will receive joining instructions. These instructions consist of a welcome letter and a link to the log in page of the qualification support web site managed by Premier Partnership.

In addition you will be provided with a password that enables you to log into your own personal qualifications page. This page holds all the details and information that you will need to undertake your qualification.

Step 1 - Read through the requirements of the unit selected

Begin by reading the unit aim on the unit specification. This sets the scene and outlines what you will be expected to understand once the unit is complete. Take time to read through each learning outcome and assessment criteria. Learning outcomes state what you will be able to do, know or understand once the assessment criteria have been successfully completed. You will notice certain words appear in bold. These are the areas that may be covered in the multiple choice assessment.

Step 2: Take time to reflect on the unit content

Once you have read through the unit, identify the skills and knowledge you already have which relate clearly to the unit aims. Secondly, identify skills, knowledge gaps or aspects of the programme which require additional study. Use this information to decide on which learning and development opportunities you would like to pursue.

Step 3: Participate in formal learning opportunities

A range of learning opportunities has been selected for each unit. These learning opportunities range from short E-Learning courses which last an hour to full day training courses. The training is offered by Learning for Operational Delivery & Civil Service Learning (CSL). Select and participate in training to suit your needs and knowledge requirements. It may be useful to refresh your knowledge if you participated in training previously.

Step 4: Undertake informal independent learning in your own work area

Opportunities for independent learning have been identified for each unit. You must read through the list. It simply asks you to reflect on how you undertake certain tasks or look up policies and procedures specific to the subject area. The purpose is to make you think about how you undertake specific activities in your own work area and the organisational and legal requirements which underpin what you do. Don’t forget to ask your colleagues or managers for support to understand aspects of topics, roles or responsibilities on which you are unsure. The independent learning is a great way of checking whether you are ready to take the multiple choice assessment.

Step 5: Undertake the multiple choice assessment

Once you have reviewed the unit requirements, addressed skills and knowledge gaps and undertaken independent learning you should have the confidence to take the multiple choice test. Good luck!

What support will I have?

Premier Partnership

As well as handling the technical aspects of the accreditation process, Premier Partnership is committed to providing additional learner support, for example if you have any queries about your registration with C&G or if you have any special requirements.

You can contact Premier Partnership directly at quals@premier-partnership.co.uk or by telephoning the help desk on 01302 361226.

Telephone enquiries will be responded to in normal working hours (09:00 to 17:00 Monday to Friday) or for messages left outside of normal working hours within one working day.

Emails will normally be responded to within 48 hours.

Your Line Manager

Your Line Manager already plays an important role in your professional development. As you progress towards your qualification, your Line Manager will support you in a number of ways. These include:

• Approving your request to start the pathway
• Agreeing with you what are the most appropriate development opportunities
• Having regular discussions with you, including reviews of any workshops you have attended or learning activities that you have undertaken

The Line Manager Guide clarifies their role in supporting you through the qualification.

Civil Service Learning

You will already be aware of the wide range of learning opportunities available to you on the Civil Service Learning portal. These include:

• Workshops and events
• Workplace learning activities
• Workbooks and crib guides
• E-learning

Policies and Codes of Practice

Both C&G and Premier Partnership work in accordance with a number of policies and codes of practice to ensure that they carry out their responsibilities in a fair, equitable and legal manner.

Policies and procedures that are particularly relevant to you as a learner are:

C&G

• Complaints and Appeals Policy
• Complaints and Appeals Procedure
• Reasonable Adjustments Policy
• Diversity and Equality Policy

Premier Partnership

• Complaints and Appeals Policy
• Diversity and Equality Policy

Policies and procedures are based on ACAS guidelines and codes of practice. You may request copies of these by contacting Premier Partnership directly at quals@premier-partnership.co.uk