The purpose of the guide is to provide information about the qualifications available to you and to answer some of the questions you may have.
The Operational Delivery Profession offer several different Level 4 qualifications
The Level 4 Certificate in Operational Delivery (Management) features five mandatory units which have been selected by the Civil Service to give learners the knowledge and understanding to become an effective manager within the Civil Service.
The Level 4 Diploma in Operational Delivery (Management) offers learners the opportunity to develop the breadth and depth of managerial skills required to be an outstanding manager within the Civil Service. The ability to select optional units enables each learner to tailor the qualification to meet their needs and the needs of their business area within the Operational Delivery Profession.
The Level 4 Award in Relationship Management (Operational Delivery) has been developed to equip learners with the knowledge and skills to build and manage internal and external relationships within Operational Delivery. Completion of all three units will attest to the learner's knowledge of how to build relationships with external organisations, use sales techniques to market services and solutions to customers and work collaboratively to acahieve set objectives.
The units developed for the Award complement the endorsed learning programme for employer and partnership staff within Work Services Directorate in the Department of Work and Pensions (DWP).
The Level 4 Certificate in Managing the Delivery of Services to Customers (Operational Delivery) has been developed as a primary route of progression from the Level 4 Award in Relationship Management and the Level 4 Award in Managing the Delivery of Services to Customers (Operational Delivery). Learners are able to select five optional units. This gives learners the flexibility to tailor their learning to meet their professional develoment needs. The aim of this pathway is to equip learners with an understanding of how to manage the delivery of services to customers in whatever business area/function they are employed in.
This guide aims to make your learning journey easy and rewarding, and to ensure that you both enjoy your study and value the skills you gain in the process.
You can start with the Award, and then build on this by adding more Units to achieve the Certificate and Diploma, or move straight to taking a Certificate or Diploma.
Learning time
All City and Guilds qualifications have been mapped to the existing CSL Learning Opportunities giving you a choice of on-line learning from the CSL and ODP pool of modules. As many of these courses have been mandatory at some point, you may find that you have already completed a large chunk of the learning required to obtain a City & Guilds qualification and all you need to do is to refresh your knowledge. There is no requirement to attend any face to face courses in order to complete the qualifications.
The time you need to dedicate to obtain an Award at any level may be as little as just a few days from your allocated annual study time in order to revise and sit the tests or complete the assignments.
Dependent upon the qualification you are taking (Award, Certificate or Diploma), there are a required number of units you must take.
To achieve the Level 4 Award in Operational Delivery (Management) you must complete the following three units:
Unit 303 Principles of equality and diversity in operational delivery
Unit 451 Leadership and management in operational delivery
Unit 454 Principles and practices of managing customer service in operational delivery
To achieve the Level 4 Certificate in Operational Delivery (Management) you must complete the following five units:
Unit 303 Principles of equality and diversity in operational delivery
Unit 451 Leadership and management in operational delivery
Unit 452 Management of risk in operational delivery
Unit 453 Managing change in operational delivery
Unit 454 Principles and practices of managing customer service in operational delivery
To achieve the Level 4 Diploma in Operational Delivery (Management) you have to complete the following five units
Unit 303 Principles of equality and diversity in operational delivery
Unit 451 Leadership and management in operational delivery
Unit 452 Management of risk in operational delivery
Unit 453 Managing change in operational delivery
Unit 454 Principles and practices of managing customer service in operational delivery
Plus two units from group A or one unit from group B.
Group A
Unit 455 Principles of managing continuous improvement in operational delivery
Unit 456 Personal and professional development in operational delivery
Unit 457 Principles and processes of quality audits in operational delivery
Unit 458 Principles of building relationships with external organisations in operational delivery
Unit 459 Principles of using sales techniques to market services and solutions in operational delivery
Unit 460 Principles of working collaboratively in the operational delivery profession
Unit 461 Principles of coaching individuals to achieve outcomes in operational delivery
Unit 462 Line management in a debt environment
Group B
Unit 501 Project specification for operational delivery
To achieve the Level 4 Award in Relationship Management Operational Delivery you must complete the following three units:
Unit 458 Priniciples of building relationships with external organisations in operational delivery
Unit 459 Principles of selling services and solutions in operational delivery
Unit 460 Principles or working collaboratively in operational delivery
To achieve the Level 4 Award in Managing the Delivery of Services to Customers (Operational Delivery) (DWP employees only) you must complete the following three units:
Unit 313 Principles of researching the labour market to respond to customer needs
Unit 454 Priniciples and practices of managing customer service in operational delivery
Unit 461 Principles of coaching individuals to achieve outcomes in operational delivery
To achieve the Level 4 Certificate in Managing the Delivery of Services to Customers (Operational Delivery) you must complete five units from the group below:
Unit 303 Principles of equality and diversity in operational delivery
Unit 313 Principles of researching the labour market to respond to customer needs
Unit 451 Leadership and management in operational delivery
Unit 452 Management of risk in operational delivery
Unit 453 Managing change in operational delivery
Unit 454 Principles and practices of managing customer service in operational delivery
Unit 455 Principles of managing continuous improvement in operational delivery
Unit 456 Personal and professional development in operational delivery
Unit 457 Principles and processes of quality audits in operational delivery
Unit 458 Priniciples of building relationships with external organisations in operational delivery
Unit 459 Principles of using sales techniques to market services and solutions in operational delivery
Unit 460 Principles or working collaboratively in operational delivery
Unit 461 Principles of coaching individuals to achieve outcomes in operational delivery
You will need to successfully complete assignments for each unit that beginbs with a number 4 and tests for each unit that begins with a number 3. The assignments and tests are based on the assessment criteria listed in each unit. You will be expected to use real work examples and products for your assignments.
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 yourselves 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. You may have already completed some of the learning options recommended; in which case, all you need to do is to refresh your memory before attempting each assignment.
As your Level 4 qualification is part of the City & Guilds ILM (Institute of Leadership and Management) you will be given access to the Institute of Leadership and Management study Membership for the first 12 months of your qualification, this will provide you with additional on-line learning resources covering a variety of management topics.
As a studying member, you have access to the members only area of the ILM website including the following:
• Learning Zone – ILM’s learning and development portal with over 400 digital learning resources, developed by leading experts and covering essential leadership and management topics. The zone includes video seminars, expert e-learning modules giving an in-depth guided session to build skills and knowledge. Downloadable factsheets and subject overviews.
• Resource centre - online access to the latest leadership and management articles, magazines and journals.
• Business book summary service –the latest management books clearly and concisely summarised.
• Regular e-communication – monthly E-Edge, plus our weekly email newsletter straight to students email address
• Career centre – job boards with opportunities from thousands of newspapers, job sites, associations and company career sites; CV advice; practical careers advice.
• CPD – a downloadable planner that helps to identify goals in skills and learning and identify where there are gaps in your skills and learning, set goals and plan CPD activity.
By following the guidance below you will be able to make the most out of the study experience and be able to prepare for the assignment.
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 email 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 specification. This sets the scene and outlines what you will be expected to understand, know or be able to do once the unit has been successfully completed. The unit specification is highly detailed and forms the basis of each assignment.
Step 2: Review the assignment specification
Read the requirements for the assignment through fully. You must review:
Some of the assignments will give you the option to complete a set task or provide evidence sourced from the workplace. Please ensure you read through the assignment requirements fully before deciding how you approach each task.
Step 3: Take time to reflect on the unit content and assignment specification
Once you have read through the unit and assignment specification, identify the skills and knowledge you already have which relate to the unit aims.
Secondly, identify any skills, knowledge gaps or aspects of the programme requiring additional study or research. Use this information to decide on which learning and development opportunities you would like to pursue and identify research you wish to undertake.
Step 4: Participate in formal learning opportunities in the Civil Service
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:
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 5: Make use of ILM Membership
If you wish to research specific aspects of the programme or prepare for the assignment you may access a wide variety of resources provided by the Institute of Leadership and Management.
Once registered with the ILM, membership is automatic once you have logged in,visit https://www.i-l-m.com/ILM-member-zone this directs you to the home page. In the section entitled ‘Resource Centre’ click on the heading ‘Go to resource centre now’. Once on the resource centre page, select the first box – press continue and then you will have access to the ILM resource search engine.
Step 6: 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.
Step 7: Undertake the assignment
Once you have reviewed the unit requirements, addressed skills and knowledge gaps and undertaken independent learning and research you should have the confidence to complete the assignment.
Top tips
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 City & Guilds 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:
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:
City & Guilds, ILM 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:
City & Guilds, ILM
Premier Partnership
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