Guidance

About the qualifications we offer

Find out more about the qualifications you can get with Operational Delivery Profession (ODP).

We offer qualifications from Level 2 (equivalent to a GCSE) to Level 7 (equivalent to a Master’s degree).

Levels 2 to 4 are accredited by City & Guilds (C&G) and Levels 5 to 7 are accredited by the Chartered Management Institute (CMI). Both are industry leaders, providing qualifications that are recognised throughout the Civil Service and externally too.

Level 2: City & Guilds Level 2 Operational Delivery Principles

You can do a Level 2 qualification at the following levels:

  • Award
  • Certificate
  • Diploma

To achieve the Level 2 Award, you need to pass a total of three units.

To achieve the Level 2 Certificate, you need to pass a total of 5 units - 4 are mandatory and one is optional.

To achieve the Level 2 Diploma, you need to pass a total of 7 units - 4 are mandatory and 3 are optional.

Aim

The Level 2 qualification gives you the knowledge required for employment or career progression within ODP.

What you can learn about

Units available are the principles of:

  • working in operational delivery
  • providing customer service in a team
  • protecting data security in in own area of responsibility
  • equality and diversity in operational delivery
  • providing face-to-face customer service
  • providing customer service in writing
  • providing customer service by telephone
  • providing customer service using technology
  • calculating liabilities
  • calculating entitlements
  • dealing with customer’s financial transactions

How you’re assessed

There will be one multiple choice test for each unit completed.

Level 3: City & Guilds Level 3 Award, Certificate and Diploma in Operational Delivery Principles

You can do a Level 3 qualification at the following levels:

  • Award
  • Certificate
  • Diploma

To achieve the Level 3 Award, you need to pass a total of three units.

To achieve the Level 3 Certificate, you need to pass a total of 5 units - 3 are mandatory and 2 are optional.

To achieve the Level 3 Diploma, you need to pass a total of 7 units - 3 are mandatory and 4 are optional.

Aim

The Level 3 qualification gives you the knowledge required for employment or career progression within ODP.

What you can learn about

Units available are:

  • working in operational delivery
  • safety and security in operational delivery
  • principles of equality and diversity in operational delivery
  • resolving customer service problems
  • customer service in partnership
  • verify the calculation or entitlement
  • technical advice
  • investigate suspected non-compliance
  • manage team and individual performance against set objectives
  • interviews
  • visits
  • managing debt in Operational Delivery

How you’re assessed

There will be one short answer test for each unit completed.

Level 3: City & Guilds Level 3 Certificate in Debt Management

This qualification is new to the ODP qualifications portfolio and until October 2019 is only available for Department for Work and Pensions (DWP) (including Child maintenance Group and Social Fund) and HM Revenue and Customs (HMRC) colleagues at Certificate level.

To achieve the Level 3 Certificate, you need to pass a total of 4 units - 3 are mandatory and one is optional.

Aim

This Level 3 qualification is for learners who work in the debt collection and recovery industry who wish to enhance their knowledge and skills in recovery or collection.

What you can learn about

Units available are:

  • preparation for debt recovery and collection
  • handling customer calls in a debt environment
  • monitoring debtor accounts
  • negotiation for debt recovery and collection
  • administration of debt recovery & collection (available from Autumn 2019)

How you’re assessed

To achieve the Level 3 Certificate in Debt Management, you must successfully complete all assignments as instructed.

This qualification is assessed in a variety of ways to allow you the opportunity to provide clear indication of your knowledge and abilities.

The types of assessments used are:

  • short answer assessments
  • oral questioning
  • observation checklists

Level 4: City & Guilds Level 4 Certificate in Managing the Delivery of Services to Customers (Operational Delivery)

You can do a Level 4 qualification at Certificate level.

To achieve the Level 4 Certificate, you need to pass a total of 5 units.

Aim

This qualification has been developed to equip you with the knowledge, skills and behaviours in labour market intelligence, understand how to coach customers to achieve measurable objectives and put customer service at the heart of provision support offered to customers.

What can learn about

Units available are:

  • principles of equality and diversity in operational delivery
  • principles of researching the labour market to respond to customer needs
  • leadership and management
  • management of risk in operational delivery

How you’re assessed

You’ll be asked to undertake a number of tasks within each unit to prove your understanding and knowledge of each unit.

Examples of assessment methods include:

  • written assessments
  • work based projects
  • planning exercises
  • managing change
  • principles and practices of managing customer service
  • principles of managing continuous improvement in operational delivery
  • personal and professional development in operational delivery
  • principles and processes of quality audits
  • principles of building relationships with external organisations
  • principles of using sales techniques to market services and solutions
  • principles of working collaboratively
  • principles of coaching individuals to achieve outcomes

Level 4: City & Guilds Level 4 Certificate and Diploma in Operational Delivery Management

You can do a Level 4 qualification at the following levels:

  • Certificate
  • Diploma

To achieve the Level 4 Certificate, you need to pass a total of 5 mandatory units.

To achieve the Level 4 Diploma, you need to pass a total of 7 units - 5 are mandatory and 2 are optional.

Aim

This qualification gives you the skills, knowledge and attributes to become an outstanding manager in ODP.

What you can learn about

Units available are:

  • principles of equality and diversity
  • management of risk in operational delivery
  • managing change
  • principles and practices of managing customer service in operational delivery
  • principles of managing continuous improvement
  • personal and professional development
  • principles and processes of quality audits
  • principles of building relationships with external organisations
  • principles of using sales techniques to market services and solutions
  • principles of coaching individuals to achieve outcomes
  • line management in a debt environment
  • project specification for operational delivery

How you’re assessed

You’ll be asked to undertake specific tasks to prove your understanding in each unit.

Mandatory unit 303 is assessed by a short answer test.

Level 5 Certificate and Diploma in Management and Leadership in Operational Delivery

To achieve the Level 5 Certificate, you need to gain a minimum of 13 credits by completing units.

To achieve the Level 5 Diploma, you need to gain a minimum of 38 credits by completing units and meeting the assessment criteria.

Aim

You’ll focus on developing core management skills such as managing resources, recruitment and information management.

What you’ll learn about

Units available are:

  • managing team and individual progress
  • planning for development - conducting a managing project
  • leadership practice

Level 6 Certificate and Diploma in Advanced Management and Leadership in Operational Delivery

To achieve the Level 6 Certificate, you need to gain a minimum of 14 credits by completing units and meeting the assessment criteria.

To achieve the Level 6 Diploma, you need to gain a minimum of 41 credits by completing units and meeting the assessment criteria.

Aim

You’ll focus on improving personal management capabilities through effective decision-making and strategic leadership.

What you’ll learn about

Units available are:

  • managing organisational culture
  • ethical organisational management
  • personal development as a strategic leader
  • managing ideas and innovations

Level 7 Certificate and Diploma in Advanced Management and Leadership in Operational Delivery

To achieve the Level 7 Certificate, you need to gain a minimum of 14 credits by completing units and meeting the assessment criteria.

To achieve the Level 7 Diploma, you need to gain a minimum of 39 credits by completing units and meeting the assessment criteria.

Aim

This course is for senior managers who have the responsibility to translate organisational strategy in to effective performance.

What you’ll learn about

Units available are:

  • conducting a strategic management plan
  • financial planning
  • strategic planning
  • strategic leadership practice
  • financial management

How you’re assessed

You’ll need to undertake a number of tasks within each unit to prove your understanding and knowledge.

Examples of assessment methods include:

  • written assignments
  • work based projects
  • unit handbooks
  • reflection exercises

Get more information

For more information about qualifications or units, you can email the Learning and Accreditation Team: learningandaccreditationteam.centralodp@hmrc.gov.uk

Published 17 June 2019