Level 3 Certificate in Operational Delivery (Advanced) - Civil Service (3815-03)

This person is able to: 1. Understand the scope of operational delivery profession 2. Understand how to evaluate and improve professional capability to enhance service to customers 3. Know how to assess own career goals and personal development

This person is able to: 1. Know how to retrieve and use data securely 2. Understand legal and organisational requirements for operational delivery data protection. 3. Understand the requirements for maintaining personal safety and security and being alert to the security of others

This person is able to: 1. Understand the concept and benefits of equality and diversity within operational dellivery 2. Know how to meet organisational expectations for equality and diversity within operational delivery 3. Understand how to support customers with diverse needs

This person is able to: Understand how to monitor and resolve customer service problems 2. Understand repeated customer service problems and options for resolving them.

As this qualification contains a range of optional units, this person is able to demonstrate a mix of knowledge/skills from the following areas:

1. Understand how to confirm the accuracy of calculations/entitlements 2. Know how to record the verification of the calculation/entitlement.

1. Understand the principles for providing advice in operational delivery cases 2. Know how to research and interpret technical information for recipients in line with organisational policies

1 Understand the principles of team working 2. Know how to support colleagues within the team to complete tasks 3. Understand how to use feedback to identify potential customer service improvements 4. Understand how to support customers service improvements

1. Know how to establish rapport and identify customer needs 2. Know how to gather detailed information from customers using questioning techniques 3. Understand how to deal with gaps, errors and irregularities in information 4. Understand the process of resolving customer service problems when working face-to-face with customers.

1. Understand how to communicate with customers in writing 2. Know how to communicate with customers in writing 3. Understand how to deal with gaps, errors and irregularities in information 4. Understand the process of resolving customer service problems when communicating in writing

1. Understand the organisation’s guidelines and procedures for the use of the telephone 2. Know how to deal with telephone calls from customers 3. Understand how to deal with gaps, errors and irregularities in information 4. Understand the process of resolving customer service problems when communicating by telephone.

1. Understand how to deal with customers using technology 2. Understand how to provide advice and guidance to customers when using technology 3. Know how to obtain and validate information 4. Understand how to deal with gaps, errors and irregularities in information 5. Understand how to process customer service information using technology 6. Understand the benefits of customers using self-service technology 7. Know how to support customers using self-service technology.

This qualification is regulated by OFQUAL ( https://www.gov.uk/government/organisations/ofqual )