Application
This unit applies to frontline service personnel. It requires the team member to consistently apply postal outlet policy and procedures, identifying customer requirements, suggesting optional mail services, and safely and securely handling processing and recording mail items received according to established guidelines to meet customer needs. | |
Prerequisites
Nil | |
Elements and Performance Criteria
ELEMENT | PERFORMANCE CRITERIA | ||
1 | Accept mail in a retail environment. | 1.1 | Follow and apply established laws, by-laws and procedural guidelines while receiving mail. |
1.2 | Keep mail secure to minimise risks to mail security. | ||
1.3 | Receive items requiring special treatment as specified and complete relevant documentation accurately and promptly. | ||
1.4 | Explore customer requirements in relation to offering optional mail services. | ||
1.5 | Conduct contact with customers courteously and in a manner that encourages customer loyalty. | ||
2 | Process mail received in a retail environment. | 2.1 | Process received mail according to postal enterprise mail acceptance and processing procedures. |
2.2 | Check customer lodgement details and provide assistance as required to ensure accuracy. | ||
2.3 | Check mail items in relation to article number, volume, weight, mode of transport and destination according to postal enterprise policy and procedures. | ||
2.4 | Apply charges and process transaction according to postal enterprise policy and procedures for receiving cash or debiting customer account. | ||
3 | Record mail lodgement and receipt details. | 3.1 | Record details of mail lodgement and receipt according to postal enterprise policy and procedures and customer requirements. |
3.2 | Finalise mail lodgement and receipt details, check for accuracy, and forward promptly to the appropriate person or destination. | ||
3.3 | Provide customer with receipt according to postal enterprise 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: application of postal enterprise work procedures appropriate application of operational procedures and customer service standards for the receipt of mail in a retail postal environment identification and correct use of equipment, processes, systems and procedures application of relevant agreements, codes of practice and other legislative requirements planning own work, including predicting consequences and identifying improvements interpersonal communication skills to: explore customer requirements in relation to offering optional mail service check customer details and provide assistance to ensure accuracy 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. |
The following knowledge must be assessed as part of this unit: postal enterprise policy and procedures in regard to: mail acceptance procedures mail processing in a retail environment relevant available product and service options relevant legislation and statutory requirements relevant OHS and environmental requirements impact of job on facility and team performance focus of work systems, equipment, management and operating systems. |
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: locates, interprets and applies relevant information, which may include OHS and environmental requirements and postal enterprise operating procedures and policy works effectively with others in the workplace uses postal enterprise electronic systems for receipt of mail uses appropriate methods to secure and present mail defuses situations in which customers are aggressive conveys information effectively in verbal and written form maintains workplace records and documentation provides effective and professional customer service selects and uses appropriate workplace colloquial and technical language. |
Context of and specific resources for assessment | Assessment must ensure access to: a real or simulated work environment relevant documentation, such as: mail items and associated documentation, including customer specifications charging guidelines. |
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. 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. | |
Established laws, by-laws and procedural guidelines may include: | postal enterprise policy, operating procedures, systems and practices postal regulations customer service standards and procedures quality assurance procedures codes of practice, including National Standards for Manual Handling and Industry Safety Code enterprise codes of practice relating to regulations for handling dangerous and illegal goods equal employment opportunity (EEO), affirmative action and anti-discrimination legislation GST legislation. |
Mail may include: | internal mail external mail letters boxes parcels bulk mail. |
Risks to mail security may include: | damage theft mis-sort mis-deliver loss fraudulent activity. |
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. |
Optional mail services may include: | speed signature insurance collection services. |
Mail acceptance and processing 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 categorising sequencing isolating the application of technology, such as track and trace scanning when processing. |
Lodgement and receipt details may be: | in document form in electronic form. |
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.