Transport and logistics
Express delivery operative
Using world class equipment and software to provide timed deliveries and collections to homes and businesses.
Summary
The dramatic growth of internet shopping and the use of portable ICT devices have transformed the occupations involved in express delivery services. Using world class equipment and software to provide timed deliveries and collections to homes and businesses; postal workers, couriers and express delivery drivers have a high level of individual responsibility for their working day and delivery route. They may be on foot using trolleys or required to use a vehicle such as a pedal cycle, motorbike, van or lorry. They are an ambassador for the industry, their brand and the goods they carry. They provide a high level of customer service which may include real time tracking of deliveries or the installation of electrical and other goods. They maintain excellent communication throughout the delivery chain from collection to delivery point and dealing correctly with failed deliveries and returns. All Apprentices are required to gain and maintain all of the knowledge set out in this Standard, irrespective of their current or initial job role and duties.
Typical job titles include
- couriers | express delivery drivers | postal workers
Knowledge, skills and behaviours (KSBs)
K1:
Range of express delivery services offered to domestic and business customers; concept of the last mile, deliveries of all types of goods, care of perishable items, collections and returns across multiple brands, services, concept of reverse logistics
K2:
Learn and maintain UK geographic and local road network knowledge to plan and check routes. Road map reading, use of satellite navigation and postcodes to locate addresses
K3:
Brand presentation related to delivery transport, uniform and sender especially where multiple brands are carried
K4:
Operating policies and instructions relating to click and collect drop points, collections and returns. The principles of customer service and service delivery
K5:
Hardware and software used to plan and manage deliveries and collections including hand-held devices to verify and record deliveries and provide real time tracking
K6:
Numeracy required to calculate load weights, dimensions , pricing schedules, assessing the dimensions of internet- generated returns
K7:
Principles of commercial and common contract law as applied to express delivery businesses. Principles and laws relating to self-employment in express delivery services
K8:
The Laws and Regulations applying to traffic, transport
K9:
Operations, and to specific goods e.g. hazardous goods
K10:
How personal health and lifestyle impacts on ability to work safely and efficiently. The elements of an appropriate, balanced diet and the range of exercises and fitness regimes or techniques that will ensure and maintain fitness for work
K11:
Legal and safe procedures, including the manufacturers’ instructions for installing electrical and other goods when these are part of delivery services
K12:
The business models for express delivery services; employed and self- employed couriers, types of contract and payment processes used by companies
K13:
Where costs occur in the business process
K14:
Health and safety and specific security regulations related to goods carried and how these impact on duties
K15:
The principles of safe manual handling and the correct use of trollies and lifting equipment
K16:
The potential environmental and air pollution hazards associated with express delivery, postal and courier services in urban and rural environments
K17:
National legislation and own organisations policy with regard to safeguarding young people and vulnerable adults
K18:
Principles of initial risk assessment of load prior to commencing duties. Dynamic risk assessment during deliveries
Technical Educational Products
- ST0103: Express delivery operative (Level 2) Approved for delivery
- Reference:
- OCC0103
- Status:
Approved occupation
- Average (median) salary:
- £25,191 per year
- SOC 2020 code:
- 8214 Rail transport operatives
- SOC 2020 sub unit groups:
- 8214/99 Delivery drivers and couriers n.e.c.
- 9211/01 Postal delivery workers
- 9253/00 Delivery operatives
S1:
Deliver goods to customer premises; load and unload goods in a safe way that ensures the safety and condition of the goods and correctly relates to the delivery schedule
S2:
Plan and track progress against a schedule, using equipment where required e.g. scheduling software, satellite navigation
S3:
Interpret delivery/ collection schedules; follow route instructions and company policies and instructions related to collections, deliveries, failed deliveries and returns
S4:
Consistently meet customer expectations, respond to customer’s needs and identify ways to improve customer service
S5:
Verify delivery or collection of goods. Use manual and ICT systems to confirm delivery and collection and to authorise or make payments for goods where required
S6:
Comply with the law and with contracts to provide express delivery, postal and courier services
S7:
Work safely in accordance with employment law and traffic law. Where required, operate vehicles to DVSA standards to ensure safety of others and a green environmental impact, minimising fuel use, noise and congestion.
S8:
Operate equipment provided to move, collect and deliver goods and when required use any systems and ancillary equipment in compliance with company instructions
S9:
Comply with legal and regulatory requirements relating to express
S10:
Delivery services and where required, with a contract from a client company
S11:
Uses diet, exercise and fitness techniques appropriate to job role
S12:
Where required to carry out basic installation of goods, use correct manual handling techniques and use correct tools and equipment in compliance with manufacturers installation instructions
S13:
Work in a way that minimises business costs while meeting customer requirements
S14:
Comply with rules and regulations relating to the movement and handling of items, handling goods correctly using lifting and other equipment where appropriate
S15:
Apply safeguarding policy whenever deliveries involve young persons or vulnerable adults
S16:
Maintain the health, safety and security of self, colleagues and customers during deliveries
S17:
Carry out appropriate daily equipment or vehicle checks and rectify or report faults
S18:
Apply dynamic risk assessment principles to plan and respond to changing circumstances e.g. footpath closures, road diversions, incidents and accidents
Technical Educational Products
- ST0103: Express delivery operative (Level 2) Approved for delivery
- Reference:
- OCC0103
- Status:
- Approved occupation
- Average (median) salary:
- £25,191 per year
- SOC 2020 code:
- 8214 Rail transport operatives
- SOC 2020 sub unit groups:
- 8214/99 Delivery drivers and couriers n.e.c.
- 9211/01 Postal delivery workers
- 9253/00 Delivery operatives
B1:
Acts as a company ambassador
B2:
Shows pride in work: integrity, aims for excellence, time management
B3:
Engages positively with colleagues and clients
B4:
Strives to improve service quality
B5:
Is proactive in working with colleagues to resolve problems which might affect deliveries and collections
B6:
Takes personal responsibility for the environmental impacts of express delivery, postal and courier services and strives to reduce those impacts
B7:
Is mindful of the needs of pedestrians and other road users
B8:
Adopts a healthy lifestyle, eats an appropriate, balanced diet and takes regular exercise to ensure and enhance own health and fitness to work
B9:
Acts with integrity and honesty in all financial dealings, astute in work activities and acts credibly
B10:
Shows concern about the safety of self, customers and the wider public
B11:
Follows organisations security policies during deliveries
B12:
Follows safeguarding policies during deliveries to young persons or vulnerable adults
B13:
When riding or driving vehicles, adopts a defensive driving approach
B14:
Is calm under pressure and focused on solutions not problems
Technical Educational Products
- ST0103: Express delivery operative (Level 2) Approved for delivery
- Reference:
- OCC0103
- Status:
- Approved occupation
- Average (median) salary:
- £25,191 per year
- SOC 2020 code:
- 8214 Rail transport operatives
- SOC 2020 sub unit groups:
- 8214/99 Delivery drivers and couriers n.e.c.
- 9211/01 Postal delivery workers
- 9253/00 Delivery operatives
