Operational Delivery Officers have the vital job of keeping the country running. They make sure that citizens get the services and protection they need, and help people understand what is available and what they need to do to comply with the rules. Operational Delivery Officers make a difference every day to the lives of millions of people. They do hundreds of jobs in most departments and agencies in central government. They also work in local government, delivering services for towns, cities, boroughs or counties.

This apprenticeship will give you great development opportunities to equip you to be an internationally recognised professional in the part of the Civil Service that really makes things happen for customers and businesses.

A career in operational delivery is varied and involves working on the front line in different public-facing environments. You will be dealing with different types of customers and delivering a range of public services, but the skills and behaviours you need will be the same whatever you do. Operational Delivery Officer roles include bringing data and evidence together, and making sure it is correct.

You may also be considering applications, analysing information and making decisions. Duties will depend on who the public service employer is and what  they are responsible for, you could find yourself working in any occupational delivery area of central or local government.

Entry requirements
Applicants should be capable of developing a range of customer service and administrative skills which will enable them to carry out the Apprenticeship. Acceptance onto the programme will be subject to successfully completing a Recruitment Session and Initial Assessment. This is followed by an employer interview.

The Apprenticeship is also available to existing Middlesbrough Council employees who are working in a suitable job role.

While Maths and English at Level 2 or GCSE Grade C (4-5) or above are desirable, these can be delivered as part of the Apprenticeship.

Qualifications within the Apprenticeship

  • Level 2 Award in Operational Delivery
  • Level 3 Certificate in Operational Delivery

Course content
Apprentices need to complete an average of 6 hours per week of off-the-job training during the on-programme phase of their apprenticeship. Specific rules govern this and it must take place in the apprentice’s contracted hours.

Formative assessment of knowledge, skills and behaviours required in the delivery of the Level 3 Operational Delivery apprenticeship are broken down as follows:


  • Legislation, policies and procedures
  • Customers
  • Range of services


  • Customer service
  • Communicating effectively
  • Working together
  • Gathering and managing information
  • Negotiating and influencing
  • Problem solving and decision making
  • Tools and Equipment
  • Professionalism, self management and awareness


  • Changing and improving
  • Making effective decisions
  • Leading and communicating
  • Collaborating and partnering
  • Building capability for all
  • Managing a quality service
  • Delivering at pace
  • Integrity
  • Honesty
  • Objectivity

Assessment Process

Portfolio Interview

An interview which assesses the apprentice’s competence, self-reflection, judgement and understanding of their apprenticeship.

A portfolio of evidence compiled by the apprentice provides the structure for this conversation.

Project Presentation

The apprentice delivers a presentation to the independent end-point assessor on a project they have completed or a Process that they have improved.

This is followed by Questions and Answers.

The Assessment is graded Pass or Distinction. Middlesbrough Community Learning currently has a 100% achievement rate in this Apprenticeship Standard.
In addition to receiving their Institute for Apprenticeships (IfA) apprenticeship certificate, the apprentice will receive a City & Guilds statement of achievement for end-point assessment.

Further Details
Please refer to the Institute for Apprenticeships Website for further detail on the standard and assessment plan.

Your progress will be reviewed throughout your programme with meetings taking place every 10-12 weeks to assess the progress you have made or to identify any support you need. Reviews will involve you, your learning and development coach and your manager or mentor.

On completion of your apprenticeship you could progress into a more responsible career role and onto Higher Level Specialist Apprenticeships.


Contact us:
Maria Ferguson
Telephone: 01642 729682
Email: maria.ferguson@mcls.ac.uk

Paul Greatorex
Telephone: 01642 728739
Email: apprenticeships@mcls.ac.uk