Application
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. | |
Prerequisites
Nil | |
Elements and Performance Criteria
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. | ||
Required Skills
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. |
Evidence Required
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. |
Range Statement
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. |
Sectors
Sector | Retail |
Competency Field
Retail Post | |
Employability Skills
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. | |
Licensing Information
Not applicable.