Level 3 Apprenticeship in Operational Delivery (Wales)


Level 3 Apprenticeship in Operational Delivery (Wales)

Course Overview: 

The qualification can help you build on your existing experience and improve your skills and prospects of career progression and getting a more senior role in the workplace.

Upon successful completion of the course, you will have:
• attained Nationally accredited qualifications
• a salary while you learn
• the ability to apply the knowledge gained from the course to your work

Typical Job title(s) / Job role(s)

Operational Delivery Officer
The work is varied and involves working on the front line in different public-facing environments dealing with different types of customers and delivering a range of public services.

Entry Requirements: 

We would require a pre-course meeting with you and your employer to discuss the course and to establish that this level and course content is suitable. We will also check that the learner has the ability to demonstrate competence in operational delivery profession working practices within their current work role.

Course Delivery: 

You will have learned your skills on the job or by attending training workshop courses and your assessor will help you to identify if there are any skills gaps which need to be filled prior to assessment. The QCF/NVQ is a competence based qualification, delivered through work based learning and workshops.

The Public Sector Operational Delivery Framework at Level 3 consists of the following qualifications:

1. City & Guilds Level 3 in Operational Delivery for Public Services (3818-03)
2. City & Guilds Level 3 in Operational Delivery Principles (3818-13)
3. Essential Skills (Wales) – City and Guilds Level 2 in: Communication, Application of Numbers and ICT/Digital Literacy

There are two main qualifications and they include units such as:

Competence Qualification
Mandatory Units:
• Customer Service in Operational Delivery
• Working Together in Operational Delivery
• Professionalism in Operational Delivery

Knowledge-based Qualification
Mandatory Units:
• Working in operational delivery
• Safety and security in operational delivery
• Principles of equality and diversity in operational delivery

Optional Units:
Also, this qualification offers a wide range of job-specific optional units covering topics such as:
• Resolving customer service problems in operational delivery
• Customer service in partnership
• Verify the calculation/entitlement
• Technical advice in operational delivery cases
• Investigate suspected non-compliance in operational delivery
• Manage team and individual performance against set objectives
• Operational delivery interviews
• Operational delivery visits
• Managing debt in operational delivery
• Principles of researching the labour market to respond to customer needs

Progression Opportunities: 

This qualification will assist professional development in operational delivery, which may support the learner to move across government departments and/or job roles. The qualification could provide an opportunity for learners to progress to City &Guilds qualifications: such as Level 4 QCF/NVQ in Business and Professional Administration or Management.

Additional Information: 

Fully funded subject to availability and eligibility criteria


01792 284400

GCS Training is a part of Gower College Swansea


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Competitive pricing and no VAT.


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Customer Feedback

“I have found GCS Training and its assessors to be very thorough and use their time on site to provide the highest standard. They provide a lot of one-to-one coaching for individuals who perhaps find it harder than others. ”
Paul Trew, Site Manager, Q Park