Level 2 Diploma in Public Services and Operational Delivery

> Accredited by OTHM, UK |OfQual-UK-gov regulated | 0% Interest - payment plans | Comprehensive support

London School of Planning and Management


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Study method
Online, self-paced
9 months
Access to content
Access until course completion
Level 2 Diploma Public Services and Operational Delivery
Regulated What's this?
Additional info
  • Exam(s) / assessment(s) is included in price
  • Tutor is available to students
  • TOTUM card is available to purchase separately What's this?

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This qualification covers work based learning and will provide a concrete, sector-based emphasis on practical skills development alongside the enhancement of knowledge and understanding in public sector .It also provides sector and their national recognition for public to deal with this required for employment.

Why choose LSPM?

  • Your qualification is recognised and accepted world over.
  • Experience online-time study like never before with our purpose built smart learning tools which gives you advantage of studying anytime and anywhere.
  • Flexible payment plans, pay fee in easy monthly, quarterly or yearly instalments.
  • Fast track mode - attain your qualification in just 6 months !
  • Dedicated Tutor Support via live chat.


Level 2 Diploma Public Services and Operational Delivery
Regulated by Ofqual


Course details

Mandatory units

  • Maintain data security in own area of responsibility
  • Work safely in public service
  • Maintain competence, knowledge and standards of conduct in public service
  • Work as a team member to deliver public service
  • Recognise diversity when delivering customer service

    Optional units
  • Manage information
  • Process information about customers
  • Deal with gaps, errors and irregularities in information
  • Deal with customers using bespoke software
  • Use questioning techniques when delivering customer service
  • Deal with customers face to face
  • Deliver customer service to difficult customers
  • Resolve customer service problems
  • Promote additional services or products to customers
  • Calculate correct amount of liabilities or entitlements
  • Inform the customer of the debt or entitlement
  • Support customers using self?service technology
  • Carry out follow up activities for public service customers
  • Processing customers’ financial transactions
  • Deal with customers in writing or electronically
  • Provide technical advice and guidance to customers
  • Provide interpretative technical advice and guidance in complex public service cases
  • Plan public service visits
  • Carry out public service visits
  • Maintain personal security and safety, and be alert to the security of others
  • Deal with disorderly and aggressive behaviour
  • Support customer service improvements
  • Deal with customers by telephone
  • Operating credit control procedures


Learner must fulfil at least one of the following criteria to be allowed entry to the qualification:

Academic Qualification

  • Possession of Level 3 diploma or GCE/GCSE or any equivalent overseas qualification


In case of no formal education, learners can gain entry on the basis of workexperience.

  • Learners having 1 work experience or more are eligible in case of no formal educational qualification.

Questions and answers


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What does study method mean?

Study method describes the format in which the course will be delivered. At courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

What are CPD hours/points?

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on, many of which can be completed online.

What is a ‘regulated qualification’?

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

What is an ‘endorsed’ course?

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body’s logo if they wish. Certain awarding bodies - such as ABC Awards and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.


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