Operational Delivery Officer (Public Service) Apprenticeship Level 3

Course overview
Operational Delivery Officers provide vital front-line services to the public to ensure they receive the services and protection they need. As an apprentice, you will deal with a variety of customers to help them understand what services and support is available to them. There are many different jobs within local authorities that keep the cities they serve running smoothly.
An apprenticeship in Operational Delivery could involve working in departments and agencies in central government or working in local government, delivering services for towns, cities, boroughs and councils. In your role, you may be checking data and analysing information to make decisions, managing cases and resolving customer enquiries or giving people welfare or pensions advice.This apprenticeship provides excellent development opportunities to become an internationally-recognised professional in the part of the Local Authority that really makes things happen for customers and businesses.

Duties of an Operational Delivery Officer can include:

  • Helping people understand services
  • Ensure products and services meet people’s needs
  • Ensuring public safety
  • Managing cases and resolving customer enquires
  • Collecting outstanding debt
  • Responding to incidents, coordinating information and deploying resources
  • Lead and support operational delivery areas

Who is this apprenticeship for?
This apprenticeship is aimed at those people 16 + who work in the public sector. The duties you undertake will depend on which part of the local authority or public service you are working in.

Entry requirements
You will need to be 16+ and to have or achieve Level 2 in English and maths. The on-programme assessment ensures the apprentice is making good progress towards achieving the knowledge, skills and behaviours of a customer service professional. The apprentice will gain a recognised Level 3 Operational Delivery Officer qualification prior to a final assessment.

The apprentice and the assessor will be supported by specialist staff who will ensure the apprentice is prepared and ready to sit the end point assessment.

You will achieve
Level 2 Award in Operational Delivery (Principles)
Level 3 Certificate in Operational Delivery (Advanced)

This allows learners to develop the knowledge required for employment and/or career progression within Operational Delivery. The qualification includes units on principles of working in operational delivery, providing customer service, equality and diversity. Whatever your role, you will be required to put the obligations of public service above your own personal interests and serve the government impartially. You will deliver a service to a wide range of customers and will need to do so in a professional and non-judgmental way.

This apprenticeship provides an ideal stepping stone in to level four operational delivery role, specialist, and team leading, supervisory or first line management roles within local government and higher level training and apprenticeships.

Application Form

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Additional support

We welcome applications from learners of all abilities and we are committed to supporting applicants through the enrolment process. To ensure that we provide you with the best support available, please indicate any learning difficulties, disabilities or support requirements that you will need at your interview.


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13-18 months

Course ID:

#Operational Delivery Officer (Public Service) Apprenticeship Level 3

Start date



For more information please contact 01482 615 349 and ask to speak with the Employer Engagement Officer for BCD.