Operational Delivery (3818)

Last Updated: 08 May 2018

The City & Guilds Level 3 Diploma in Operational Delivery qualification is suitable for anyone who is involved in any customer service focused role within the public sector. The Operational Delivery Profession includes everybody who provides services directly the public and includes face-to-face, contact centre and processing roles.
The qualifications available are:

  • 3818-03 Level 3 in Operational Delivery for Public Services
  • 3818-13 Level 3 in Operational Delivery Principles

The objective of the qualifications is to provide the opportunity to learn and evidence knowledge and skills either as part of an apprenticeship or gain a stand-alone qualification.

The qualifications will assist professional development in operational delivery, which may support the learner to move across government departments and/or job roles.

Available to deliver in the following:

Wales

The qualifications are designed for those learners wishing to gain a nationally recognised qualification in operational delivery.

Level 3 in Operational Delivery for Public Services allows learners to learn, develop and practice the skills required within the Operational Delivery Profession. It consists of three mandatory units covering customer service, team working and professionalism within Operational Delivery.

Level 3 in Operational Delivery Principles allows learners to develop the knowledge required for employment and/or career progression within Operational Delivery. The qualification includes units on working in operational delivery, providing customer service, managing team performance, operational delivery interviews and visits, as well as providing technical advice and resolving customer problems in operational delivery cases and investigating non-compliance
Available to deliver in the following:
  • Wales

Interested in delivering this qualification?

Find out more about how to become an approved City & Guilds centre or fill out our online customer application form

General Information

What Is Involved In Studying This Course?
Any person who is working in an operational delivery environment who wishes to have a nationally recognised qualification, either on an apprenticeship programme or not.
What Careers Can This Lead To?

On completion of this qualification learners may progress in employment and/or to the following City & Guilds qualifications:

  • Level 4 Diploma in Business Administration (5528-04) /Level 4
    Diploma in Business and Professional Administration (4710-04)

Learners could also progress on to an enhanced job role using the skills developed through completion of the qualification into sector specific job roles which contain elements of transferrable operational delivery skills, potentially including the undertaking of additional sector specific vocational qualifications.

What Is Involved With Delivering This Course?

To deliver the qualifications you will need suitably qualified staff to carry out training and assessment. There are no specific requirements to deliver the qualifications as long as each learner’s workplace is suitably equipped for the chosen units to be delivered and assessed.

Staff delivering these qualifications must be able to demonstrate that they meet the following occupational expertise requirements. They should:

  • be occupationally competent or technically knowledgeable in the area[s] for which they are delivering training and/or have experience of providing training. This knowledge must be to the same level as the training being delivered
  • have recent relevant experience in the specific area they will be assessing
  • have credible experience of providing training.

Centre staff may undertake more than one role, eg tutor and assessor or internal verifier, but cannot internally verify their own assessments.

To find all the assessment and resource requirements, download the qualifications’ handbook from the centre documents section on the City & Guilds website.

Level 3

Level 3 in Operational Delivery for Public Services (3818-03)
Last Registration Date: 31 Mar 2023
Coming Soon

Level 3 Operational Delivery for Public Services

  • Accreditation No: C00/1229/9 This is a reference number related to UK accreditation framework
  • Type: Credit based qualification This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: 13 Credits are a measure of the size of the qualification
  • Guided Learning Hours: 47 - 47 This is the average contact time a centre would typically commit
  • Total Qualification Time: Data unavailable The total time for the qualification
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/03/2025 This is the last date that a certificate can be issued
Level 3 in Operational Delivery Principles (3818-13)
Last Registration Date: 31 Mar 2023 Supportive services: Learning Assistant
Coming Soon

Level 3 Operational Delivery Principles

  • Accreditation No: C00/1229/8 This is a reference number related to UK accreditation framework
  • Type: Credit based qualification This is categorisation to help define qualification attributes e.g. type of assessment
  • Credits: 10 Credits are a measure of the size of the qualification
  • Guided Learning Hours: 94 - 94 This is the average contact time a centre would typically commit
  • Total Qualification Time: Data unavailable The total time for the qualification
  • Key Stage: Data unavailable This shows the equivalent Key Stage level.
  • Last Certification: 31/03/2023 This is the last date that a certificate can be issued

Additional information for centres

Learning Assistant

LEARNING ASSISTANT IS AVAILABLE FOR THIS QUALIFICATION

Learning Assistant is an innovative and cost effective e-portfolio solution that allows colleges and training providers to dramatically improve the delivery of their vocational qualifications.

Learn more about Learning Assistant >

Here you can find all documents related to this suite of qualifications.

By clicking on the section headings below, you can access a variety of documents such as the qualification handbooks and assessment materials, Statements of Purpose, and recognition letters from industry and employers.

Some documents may be password protected. Passwords can be retrieved by logging in to WalledGarden.com and visiting the Administration section of the relevant qualification catalogue page.

Interested in delivering this qualification?

Find out more about how to become an approved City & Guilds centre or fill out our online customer application form

Level 3

Assessment Materials