Public Service Operational Delivery Officer

On a public service operational delivery officer apprenticeship course, you’ll help work in local and central government to ensure the public gets the services and protection they need.

An operational delivery officer ensures that people get the services and protection they need, as well as helping them understand what is available and what they must do to comply with the rules.

As an apprentice, you’ll have the opportunity to work in one of the hundreds of departments and agencies in both central and local government, offering services to towns, cities, boroughs, and counties.

You’ll engage with a wide range of customers while delivering a wide range of public services, but the skills and behaviours you’ll need will be constant.

Operational delivery personnel also gather data and evidence to verify correctness. You may also be considering applications, analysing data, and drawing conclusions.

What you’ll learn

On a public service operational delivery officer apprenticeship course, you’ll learn to:

• Provide services to a varied range of consumers, including the most vulnerable and in need, while realising that specific customers may need support to access and use services.
• Develop constructive working relationships to achieve individual, team, and corporate objectives
• Examine, validate, process, and store information from various sources accurately and use it to meet customers’ needs clearly and understandably. 
• Negotiate with individuals or corporations to ensure that they respect the regulations and establish acceptable solutions to all parties and advantageous to the firm, using tact and diplomacy.
• Identify problems quickly and use a range of ways to solve and prevent them from repeating. 
• Organise, distribute, and store data using information technology systems. 
• Accepting accountability for one’s actions. Two examples are being self-motivated and organising work to ensure that tasks are completed and meet deadlines.
• Understanding the importance of excellent communication in the workplace, speaking well in various circumstances, and communicating in the most effective way to meet the needs of varied audiences. This includes asking questions and listening during interviews or investigations, speaking clearly and concisely through letters, e-mails, or social media, as well as over the phone or in person.

Entry requirements

You’ll usually need:

• Aged 16 or over with GCSE’s in English and Maths.
• Apprentices without level 2 English and maths will need to achieve this level before taking the end-point assessment.

Assessment methods

The End Point Assessment consists of two distinct assessment methods: 

• Work-based project followed by a presentation of the work-based project with questions and answers.
• Professional discussion underpinned by a portfolio of evidence.

Duration, level, subjects and potential salary upon completion

Apprenticeship standard

More information about the Level 3 Public Service Operational Delivery Officer Apprenticeship standard can be found here.

Apprenticeship end point assessment

For more information about the End Point Assessment Process, please read the Institute of Apprenticeships’ information page.