The IOC education group meeting for Aug was a focus session on the new duty list for the existing delivery operative apprenticeship.

The DFE IFA have asked for a duty list to complement the Express delivery operative level two apprenticeships. Employer operator group sat, chaired by Louise O'Neil Whistl. With two thousand, nine hundred and ten starts since the apprenticeship was published in 2019, employer operators confirmed no change for the existing knowledge skills and behaviour criteria units. Comments included: robust, sound, fit for purpose, on the content of learning in the new apprenticeship. Royal Mail reported 45% of latest cohort achieved distinction grade at completion of the apprenticeship.

The group reviewed the latest draft of a duties list for the delivery operatives role, headline duty was to represent the brand of client and express operator. The duty list was developed by a wide range of operators, has been reviewed in a project by the level six express manager degree students, been circulated with feedback across the IOC education group and was back at the Trailblazer for discussion. Focus included a discussion about breadth of streams covering mail, parcel, food and meal to door. The duty list is set be presented to the IOC heads of industry round table in Sept. The list of 18 duties is also in circulation to the wider sector via the Institute of Couriers web and sector newsflashes that are seeking for consultation advice and updates. Items in brackets are there for signposting and will likely be removed from the final document.

EXPRESS DELIVERY OPERATIVE DUTIES (V4.8 2025)

Duty list for those who work within the four streams of Express Delivery, mail, parcel, food and meal.

Duty 1: Represent the organisational brand and service standards. (Brand ambassador, mails integrity, face of organisation, demonstrating values, moral compass, verbal manner, cleanliness, corporate workwear)
Duty 2: Carry out collections and deliveries in line with organisational instructions and standards. (Service same day – next day – priority products – delivery to specification – time windows)
Duty 3 Work in a way to protect the environment. (Route planning, low emission and clean air zones, use sustainable transport )
Duty 4: Meet service quality metrics. (First time every time – metrics for success in final mile)
Duty 5: Comply with a delivery/collection route, making responsible choices if route changes are needed, informing the company of these actions as appropriate. (Use own initiative. Make a decision on the road to achieve success, route plan should adapt.)
Duty 6: Report external factors which may prevent or delay the completion of collections and/or deliveries. (traffic, weather, no one in, access locked out )
Duty 7: Assess risks associated with deliveries/collections. (at door, safe entry and exit, stairs, lifts, animal attack)
Duty 8: Apply safeguarding principles appropriate to the goods and the customer. (age restricted goods, young or vulnerable people).
Duty 9: Comply with safe systems of work for the use of equipment. (SSOW, SOP as applied to mail trolleys, cycles or vans).
Duty 10: Load and unload goods in transit safely and securely, protecting goods from physical damage and security risks. (moving between vehicles, weather, theft)
Duty 11: Ensure that packages are in an acceptable condition for collection or delivery.
Duty 12: Comply with company guidelines and legislative rules and regulations to maintain health and safety self and customers; when required use personal protective equipment. (PPE).
Duty 13: Follow the appropriate process and techniques for handling and moving different types of goods. (fluids, fragile, heavy, hazardous, sharp,)
Duty 14: Collect and process records of collections and/or deliveries. (Proof of Delivery, paper or ICT equipment)
Duty 15: Maintain the level of personal fitness and fitness for work that is required to fulfil the job role. (shift work, working time directive, working for more than one employer)
Duty 16: Maintain personal & financial integrity as appropriate to current worker status. (PAYE, Self-employment, lifestyle, work for an additional employer).
Duty 17: Comply with Industrial legislation regulations.
Duty 18 Carry out continuous professional development to maintain knowledge of current and future developments in the express delivery sector which impact job role.

Express Logistics – L2 Express Delivery operative ST0103

Express logistics, final mile, last mile occupations have been transformed by the dramatic growth of internet shopping. During the COVID-19 crisis, express delivery was recognised as a ‘key worker’ industry and critical infrastructure. Getting delivery to the door, keeping people safe.

Post COVID, home delivery has become the new normal. Delivery at door has become the brand representative at the door. Delivery to door team is supported by sortation team in the depot. Express Delivery Teams use world-class equipment and software, routing systems, and scanning equipment. Goods of every type, mail, packages, and parcels that may contain work papers, gifts, electronic goods, food, meal and every type of shopping. Express Delivery goods come from a fast-moving sortation depot that feeds the hub and spoke network of depots, to a local depot for final mile delivery, an overnight delivery or next day. Other means of express delivery are from the customer delivered direct, a sameday delivery to the receiving customer. A next day on the national networks.

All express goods are delivered urgently to the door by Express Delivery Operatives within the four streams of express focus on mail, parcel, food and meal delivery. Routes and customer service lie at the heart of the ‘3S’ strategy which is Speed, Service and Security.

Express delivery is a job role in the new normal of delivery to the door, it’s a job role for the future.

Occupational summary

Introduction to L2 Express Delivery Operative role

This occupation is found in the logistics sector and provides the centralised support that enables the rapid distribution of goods in transit to and from last mile express delivery, couriers and postal services, food and meals delivered to the door.

Employers in this sector provide the vital link between those sending and receiving a very wide range of letters, parcels, packets, other packages or food and meal. Providing the connection from online click to knock at the door, business or personal use. Delivery operatives are the brand ambassadors of the brand of goods at door, customer service, speed and security are key. Express organisations are found in the private sector.

Express Delivery operators rely on the national road network for distribution via sortation to local depots, then van, cycle, trollies and walkways. The work is always highly organised and often uses the latest technological solutions, real time tracking and proof of delivery electronic signature devices. Express Delivery organisations can process millions of items each day. Express Delivery operatives often work for employers that have national coverage, though some are smaller, regionally based and more specialist that could focus on certain types of goods or service.

The broad purpose of the occupation is to contribute to the successful delivery of items within the expected timeframe. Express Delivery operatives deal with goods collected and delivered for “final mile” delivery. Goods are typically small, and could be almost anything, from online shopping orders intended for home delivery through to business-to business sales. Across the four streams of mail, parcel, food and meal Express Delivery operatives are vital therefore, ensuring the smooth delivery of these complex express final mile solutions.

Express delivery operatives are usually based out of one depot, can expect to work outdoors but working across different areas. They usually work shifts, which quite often are weighted to the early part of the day and can include out of hours and weekend work. An Express Delivery Operative will mostly work locally and return home daily.

Express Delivery Operative L2 Apprenticeship Introduction to the textbook, Training plan and units

The Institute of Couriers (IOC) has created an end-to-end textbook supporting the level two apprenticeship Express Delivery Operative.

Ther is a module zero booklet acting as an introduction to the textbook, delivering a learning plan, explaining the learning chapters, providing a fully unit criteria index to the units of the standard. You will find a glossary of terms and a chapter to explain the three assessments.

Finding your way around the unit index. The IOC was instrumental in indexing the apprenticeship standard and forming a training plan order. Learning material draws on input from a wide range of operators.

In every chapter of the textbooks, apprentices are asked to contribute interpretation notes from the units they are learning. There are signposts for the best notes to write down. There are top tips from operators listed in blue lozenges to keep you focused on real work learning. Signposts for supervisor input.

Each chapter stands alone and can be completed individually. In every chapter, each new unit starts on a right facing page and each unit has a page space for further notes.