This unit applies to frontline service personnel. It requires the team member to consistently apply postal outlet policy and procedures, identifying and clarifying customer requirements, then processing and finalising transactions to meet customer postal needs.

Nil

ELEMENT

PERFORMANCE CRITERIA

1

Identify customer requirements.

1.1

Identify customer needs and apply relevant postal outlet business transactions.

1.2

Check specific customer requirements to ensure they conform to postal enterprise service policy and procedures with regard to specific services.

1.3

Identify any constraints on postal outlet's ability to process customer's request according to postal enterprise policy and procedures.

1.4

Inform customer of details of available postal enterprise services in regard to their specific requirements.

2

Process transaction.

2.1

Inform customer of fees associated with the transaction according to postal enterprise procedures.

2.2

Check required documentation to ensure it is fully completed according to postal enterprise procedures.

2.3

Process mail lodgement transactions according to mail acceptance procedures.

2.4

Verify authorisation or identification as required for change of address and private box applications, according to postal enterprise policy and procedures.

2.5

Record transaction details according to postal enterprise procedures.

2.6

Process transaction according to relevant legislative requirements and regulations and postal enterprise policy and procedures.

2.7

Collect fees applicable according to postal enterprise procedures.

3

Finalise transaction.

3.1

Check accuracy of transaction details according to postal enterprise procedures.

3.2

Check accuracy of documentation to accompany articles lodged for further processing.

3.3

Check accuracy of documentation to be provided to customer before finalising the transaction.

3.4

Complete processing in adherence to postal enterprise cash management policy and procedures.

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

interpersonal communication skills to:

identify customer requirements

inform customers of services and fees through clear and direct communication

ask questions to identify and confirm requirements

use language and concepts appropriate to cultural differences

use and interpret non-verbal communication

literacy skills in the following areas:

written procedures for processing postal outlet transactions in person or in electronic format

transaction and delivery documentation

numeracy skills in regard to handling of tender

greeting and farewelling techniques

weighing and measuring of postal goods.

The following knowledge must be assessed as part of this unit:

postal enterprise policy, systems and procedures, in regard to processing specific postal outlet business transactions

relevant aspects of legislation and statutory requirements

transaction processes.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

processes transactions accurately

accesses legal and regulatory requirements for business transactions

locates, interprets and applies relevant information, which may include OHS and environmental requirements and postal enterprise operating procedures and policy

provides a quality service environment by treating customers and team members in a courteous and professional manner through all stages of the service or sales procedure

uses effective questioning, active listening and observation skills to identify special customers requirements

conveys information effectively in verbal, written and electronic form

maintains workplace records and documentation.

Context of and specific resources for assessment

Assessment must ensure access to:

a real or simulated work environment

relevant documentation, such as postal enterprise policy and procedure manuals

customer articles and documents

point of sale equipment and materials.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

observation of performance in the workplace

a role play

third-party reports from a supervisor

customer feedback

answers to questions about specific skills and knowledge

review of portfolios of evidence and third-party workplace reports of on-the-job performance

review of portfolios of evidence and third-party workplace reports of on-the-job performance.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically in the context of the job role and with other relevant units that make up the skill set or qualification.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.

Customers may include:

new or repeat contacts

external and internal contacts

customers with routine or special requests

people from a range of social, cultural and ethnic backgrounds and with varying physical and mental abilities.

Postal outlet business transactions may include:

discount mail lodgements

bulk postage lodgements

money order transactions

change of address applications

post office box applications, enquiries, requests and cancellations

KeyPOST applications

franking machine and postage meter business.

Mail acceptance procedures may include:

checking address and delivery instructions on mail items

weighing or cubing as required

assigning appropriate charges

revenue protection guidelines and local arrangements, as applicable

being vigilant for mail items that may contain dangerous or illegal goods.

Transaction details may include:

electronic data entry

written data entry

checking customer details or lodgements

reversing transaction errors.

Documentation to be provided to customer may include:

transaction receipt

copy of transaction documentation

franking machine and postage meter licence details.

Sector

Retail

Retail Post

The required outcomes described in this unit contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.