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@
Branch
Operational
Training
Catalogue
POL-BSFF-104-0000113
Contents
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1.
2.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
Introduction
Branch blended learning
Benefits of the different learning methods
Online eLearning
> Basic Transactions — all branch types
> Basic Transactions Part 2 - SPSO, Main & Directly Managed Branches
Classroom training
> 2day Basic Transactions course — all branch types
> 1 day Back Office course — all branch types
> 1 day Basic Transactions Part 2 course - SPSO, Main & Directly Managed Branches
Additional online eLearning: complete before go-live
Banking Hub branches only
In-branch training
Operational Training Guide
Work aids
> Branch Work aids
> Tablet User Work aids
Shadowing scheme for new branch managers
Further eLearning modules
> Monthly Branch Balancing
Other classroom training courses
> ‘day Investigating Discrepancies
Distance Learning Packs
‘How To’ Videos
Customer Experience University
Sales Training
Annual Compliance — Required Learning
Refresher: Mails Toolkit
Refresher: Mails Segregation Toolkit
Refresher: Travel Toolkit
Online learning system: Self-registration
Online learning system: Help
Summary of all available training
> eLearning modules available to self-assign
Glossary
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‘The contents ofthis document are classified Post Office INTERNAL. Disclosing, copying, distributing the information contained within this document to any third-party not working
(on behalf of Post Office and for the purpose intended, is not permitted,
Operational Training & Development
Delivering Operational Excellence
Post Office - Branch Operational Training Catalogue
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1. Introduction
At Post Office we have a blended learning approach to operational branch training. For new Branch Managers,
Postmasters and assistants it gradually builds up knowledge of Post Office products and services and how to
provide an excellent customer experience in branch. The aim is to ensure that new Branch Managers,
Postmasters and assistants can do the basics brilliantly and are safe, legal and compliant to trade.
The learning offer is also available to existing Branch Managers and Postmasters to train new people or to
provide refresher training.
In this catalogue we explain:
1. The blended learner journey for all new Branch Managers, Postmasters and assistants
2. How the operational training can be accessed by existing Branch Managers, Postmasters and assistants
3. The further operational learning available to all
We will also explain how the training is assigned to learners, how long it will take to complete, where to go to
for help with your learning needs and how to give us feedback on the learning offer.
Note: Throughout this document we will use the term Branch Manager to mean a postmaster, branch manager
or person in charge of running a Post Office branch.
I Operational Training Catalogue updates
I
I There might be a later version of this catalogue available when you next refer to it, so please always check.
1 For Strategic Partners go to Operational Guidance I One Post Office , all other branches go to Branch Hub
I BranchHub.postoffice.co.uk/bh for the latest version.
f me
How to Contact Us
For further information on compliance or to give us feedback on the compliance training, please email:
i GRO I
For further information on branch training or to give us feedback on the operational training, please email:
{ GRO :
‘The contents ofthis document are classified Post Office INTERNAL. Disclosing, copying, distributing the information contained within this document to any third-party not working
(on behalf of Post Office and for the purpose intended, is not permitted,
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2. Branch blended learning
When a new Branch Manager is appointed or an existing Branch Manager requests training, we ask for the
details of the individual learners. We then create the learner accounts and assign the online learning on our
web-based learning system. Learners receive an email confirmation.
The learning website can be found at postoffice.learning.uk.com
Note: It is also possible to go to the learning website and self-register for an account. Once approved, you can
self-assign any of the branch learning. See the ‘Summary of available training’ section of this catalogue.
We can also book the learners onto the face-to-face classroom courses. All learners need to complete the
online learning programme(s) before attending the classroom course, so we give everyone a few weeks to
complete it.
At the face-to-face courses learners consolidate what they have learned so far, use a Horizon training system
to practise transactions and practise the customer conversations. We also hand out an operational training
guide and work aids to support learners back in the workplace.
After that, if the branch has additional services such as ATM and/or a Camelot Lottery terminal there are
eLearning modules to complete before go-live. We then have further optional training available.
This is the Local/Main/Directly Managed branches onboarding learner process:
Before go-live Go- live After go-live
Online Additional 7 oer ene ,
elearning a alauenieg incbranch eLearning modules
modules: jaasroom modules: In-brancl I
Products [>I training irtequired eg. [I pene
Services ATM, classroom training
Compliance MoneyGram etc,
; T T Annual Compliance
a ¥
a ead Operational Optional Shadowing Scheme
9 Training Guide 1 day event either before or after go-live
optional
steerning Customer Experience
Monthly Work aids University
branch Distance Learning
balancing Packs
‘How to’ Videos
Business Support
Manager /
Area Manager
‘The contents ofthis document are classified Post Office INTERNAL. Disclosing, copying, distributing the information contained within this document to any third-party not working
(on behalf of Post Office and for the purpose intended, is not permitted,
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Benefits of the different learning methods
Online eLearning purpose
* To provide bitesize training on products, services and procedures
e To provide consistent and up-to-date learning that is available 24 hours a day / 7days a week
¢ To allow learners to learn at their own pace
* To provide a consistent test of the key learning points
* Toallow learners to repeat the learning at any time to refresh their understanding
Classroom training purpose
* To practise transactions using the Horizon training system
* To build capability on completing transactions and processes
e To build confidence in talking to customers about our products and services
e To receive face-to-face feedback and support from a Post Office trainer
There are three courses that make up the onboarding training for learners new to Post Office.
Course name Audience
2 day Basic Transactions All Branch Managers and assistants and Directly Managed Branches
1 day Back Office All Branch Managers or anyone responsible for running a branch
All branch assistants who complete the monthly balancing of a stock unit
1 day Basic Transactions Part 2 I All Main Branch Managers and Main assistants and Directly Managed
Branches
In-branch training purpose:
*® Togive anew branch manager on-site support for setting up their new branch
* Tohelp embed the learning when serving customers for the first time
* Toprovide in-branch training on products/services/procedures that could not be done in the classroom
* Toprovide support during the first monthly branch balance
‘The contents ofthis document are classified Post Office INTERNAL. Disclosing, copying, distributing the information contained within this document to any third-party not working
(on behalf of Post Office and for the purpose intended, is not permitted,
Operational Training & Development
Delivering Operational Excellence
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Online eLearning
Basic Transactions — all branch types
Learning aim:
To introduce learners to the basics of Post Office products and services available in their branch.
Each module includes an assessment quiz to test the learner's knowledge.
Learners need to pass all modules with a score of 100% (there’s no limit to the number of attempts).
All new Branch Managers and branch assistants
Post Office Limited For newly appointed Branch Managers and assistants the learning is assigned by:
GRO. j
For existing Branch Managers with a new assistant to train, please email:
i GRO H
Online Learning website
Introduction Introduction to Post Office and Learning
Mails Mails Basics
Royal Mail: Inland Mail
Parcelforce Worldwide: Inland Services
Royal Mail: Collections and Returns
Royal Mail: International Mail
Inland Mail Redirection Services
Travel Travel Money Services
Banking Services and Banking Services
Automated Payments Payment Exception Service: i-movo voucher service
Automated Payments
Postal Orders
Procedures Physical Security
Compliance Information Security and Data Protection
Anti-Money Laundering and Counter Terrorist Financing Awareness
Mails Compliance
Mails Prohibited and Restricted
Modern Slavery and Human Trafficking
On average it will take 9 hours to complete the programme. It should be done over a number of days or weeks.
We recommend that learners use the planner available in the Introduction to Post Office & Learning module to
plan when they will complete each training module.
‘The contents of this document are classified Post Office INTERNAL. Disclosing, copying, distributing the information contained within this document to any third-party not working
‘on behalf of Post Office and for the purpose intended, is not permitted.
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Basic Transactions Part 2 - SPSO, Main & Directly Managed Branches
Learning aim:
To introduce learners to the basics of Post Office products and services that are available in Main and Directly
Managed Branches and some SPSO branch types.
Each module includes an assessment quiz to test the learner's knowledge.
Learners need to pass all modules with a score of 100% (there’s no limit to the number of attempts).
Please note: There are four variations of the programme. You will be assigned the correct one based on
whether your branch completes DVLA and/or Passports transactions.
All new Branch Managers and branch assistants
Post Office Limited For newly appointed Branch Managers and assistants the learning is assigned by:
t GRO i
Post Office Limited For existing Branch Managers with a new assistant to train, please email:
t GRO }
Online Learning website _ postoffice.learning.uk.com
Learners will complete the Basic Transactions programme (approx. 9 hours) before starting Basic Transactions
Part 2 programme
Travel Services Travel Insurance
Mails Parcelforce Worldwide: International Services
Financial Services Savings Products
Life Products
Car and Home Insurance
Compliance Financial Services
Insurances
Programme varies DVLA Driving Licence
depending on branch DVLA Vehicle Registration
needs DVLA Taxing a Vehicle
Passport Services
On average it will take 4 to 5 hours to complete the programme.
We recommend that learners use the planner available in the Introduction to Post Office & Learning module to
plan when they will complete each training module. It should be done over a number of days or weeks.
‘The contents of this document are classified Post Office INTERNAL. Disclosing, copying, distributing the information contained within this document to any third-party not working
‘on behalf of Post Office and for the purpose intended, is not permitted.
Operational Training & Development
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Classroom training
2 day Basic Transactions course — all branch types
Learning aim:
The aim is to consolidate the product and service knowledge gained from the Basic Transactions online
programme and introduce the learners to the Horizon system and customer conversations.
All new Branch Managers and branch assistants and Directly Managed Branches
e For existing Branch Managers with a new assistant to train
e Existing Branch Managers or branch assistants who have had little or no experience on the counter since
their initial training and need refresher training to provide cover in branch
Post Office Limited For newly appointed Branch Managers and assistants the learning is assigned by:
i. GRO 3
Post Office Limited For existing Branch Managers with a new assistant to train, or for refresher
poaining for existing Branch Managers of or r assistants, please email:
GRO
Classroom A Post Office Centre of Excellence
There are approximately 16 of them across the UK
Before attending the classroom course, learners need to complete:
e Basic Transactions online learning programme
Security
Introduction to Horizon
Customer Experience
Banking Services
Automated Payments
Inland mail
End of day activities
Day 2 International mail
Travel money
Dealing with difficult customers
Operational Training Guide
2 day
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‘on behalf of Post Office and for the purpose intended, is not permitted.
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1 day Back Office course — all branch types
Learning aim:
The aim is to provide basic back office training on the daily, weekly and monthly balancing processes using the
Horizon system.
e All new Branch Managers and branch assistants and Directly Managed Branches
e For existing Branch Managers with a new assistant to train
e Existing Branch Managers or branch assistants who have had little or no experience on the counter since
their initial training and need refresher training to provide cover in branch
* Branch assistants new to completing the back office activities
Post Office Limited For newly appointed Branch Managers and assistants the learning is assigned by:
GRO, H
Post Office Limited For existing Branch Managers with a new assistant to train, or for refresher
training for existing Branch Managers or assistants, please email:
Classroom A Post Office Centre of Excellence
There are approximately 16 of them across the UK
Before attending the classroom course, learners need to complete:
e Basic Transactions online learning programme
Completion of Horizon basic transactions
Daily accounting activities
Weekly (Balancing Period) accounting activities
Cash Management
Remittances
Monthly (Trading Period) accounting activities
DVLA (optional based on branch needs)
Operational Training Guide
Work aids
iday
‘The contents of this document are classified Post Office INTERNAL. Disclosing, copying, distributing the information contained within this document to any third-party not working
‘on behalf of Post Office and for the purpose intended, is not permitted.
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1 day Basic Transactions Part 2 course — SPSO, Main & Directly Managed Branches
Learning aim:
The aim is to consolidate the product and service knowledge gained from the Basic Transactions Part 2 online
programme and allow learners to practice the Horizon system transactions and customer conversations.
« Allnew appointed Branch Managers and branch assistants in SPSO, Main and Directly Managed Branches
« For existing Branch Managers with a new assistant to train
e Existing Branch Managers or branch assistants who have had little or no experience on the counter since their
initial training and need refresher training to provide cover in branch
Post Office Limited For newly appointed Branch Managers and assistants the learning is assigned by:
GRO i
Post Office Limited For existing Branch Managers with a new assistant to train, or for refresher training
for existing Branch Managers or assistants, please email:
i GRO i
Classroom A Post Office Centre of Excellence
There are approximately 16 of them across the UK
Before attending the Basic Transactions Part 2 classroom course, learners need to complete:
«Basic Transactions online learning programme
* Basic Transactions Part 2 online learning programme
¢ Basic Transactions classroom course
DVLA
Parcelforce Worldwide International services
Travel Services:
«Travel Money
* Travel Insurance
Introducing Post Office products:
e Financial Services
* Customer Referrals
Information security and data protection
Passport Check and Send
End of day activities
Weekly balancing
Operational Training Guide
day
‘The contents of this document are classified Post Office INTERNAL. Disclosing, copying, distributing the information contained within this document to any third-party not working
‘on behalf of Post Office and for the purpose intended, is not permitted.
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Additional online eLearning: complete before go-live
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Additional online eLearning purpose:
The additional eLearning has been created to cover products and services that are not widely available in all
branches. The modules can be completed any time before a new Branch Manager goes live and they will
receive further training from the in-branch trainer.
The modules are also available for existing learners to self-assign, as branch assistants may be asked to
provide cover for the Branch Manager at different times.
ATM (Automated Teller Machine)
Learning aim:
To provide learners with an introduction to ATMs and the basics on daily and weekly accounting and how to
balance your ATM.
The module includes an assessment quiz to test the learner's knowledge.
Learners need to pass with a score of 100% (there's no limit to the number of attempts).
New Branch Managers and branch assistants who will maintain and run an ATM
Post Office Limited For newly appointed Branch Managers and assistants the learning is assigned by:
GRO i
Self-assign Learning website users can also self-assign the module
Online: Learning website
None. The modules can be completed any time before go-live
Introduction to the ATM Daily activities to maintain your ATM
ATM Accounting Weekly accounting
Other ATM activities
Work aid
‘How to’ video x 2
45 minutes
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‘on behalf of Post Office and for the purpose intended, is not permitted.
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Camelot Lottery
Learning aim:
To provide learners with an introduction to Camelot Lottery and the basics on daily and weekly accounting.
The module includes an assessment quiz to test the learner's knowledge.
Learners need to pass with a score of 100% (there's no limit to the number of attempts).
New Branch Managers and branch assistants who will manage Camelot Lottery transactions
Post Office Limited It will be assigned by. GRO. ito all new Branch
Managers that have a Camelot Lottery terminal.
Self-assign Learning website users can also self-assign the module
Online: Learning website
None. The module can be completed any time before go-live
Scratch cards
Prize payments
Lottery accounting
Work aid
30 minutes
‘The contents of this document are classified Post Office INTERNAL. Disclosing, copying, distributing the information contained within this document to any third-party not working
‘on behalf of Post Office and for the purpose intended, is not permitted.
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MoneyGram
Learning aim:
To provide learners with an introduction to MoneyGram Send and MoneyGram receive transactions.
The module includes an assessment quiz to test the learner's knowledge.
Learners need to pass with a score of 100% (there’s no limit to the number of attempts).
New Branch Managers and branch assistants who will complete MoneyGram transactions
Post Office Limited It will be assigned byt GRO ito all new Branch
Managers and assistants if their branch completes MoneyGram transactions.
Self-assign Learning website users can also self-assign the module
Online: Learning website
None. The module can be completed any time before go-live
MoneyGram Send
MoneyGram Receive
Other services
Operational Training Guide
20 minutes
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‘on behalf of Post Office and for the purpose intended, is not permitted.
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Western Union
Learning aim:
To provide learners with an introduction to Western Union Send and receive transactions.
The module includes an assessment quiz to test the learner's knowledge.
Learners need to pass with a score of 100% (there’s no limit to the number of attempts).
New Branch Managers and branch assistants who will complete Western Union transactions
Post Office Limited It will be assigned by GRO jo all new Branch
Managers and assistants if their branch completes Western Union transactions.
Self-assign Existing learning website users can self-assign the module
Online: Learning website
None. The module can be completed any time before go-live
Western Union Send
Western Union Receive
Other services
Operational Training Guide
20 minutes
‘The contents of this document are classified Post Office INTERNAL. Disclosing, copying, distributing the information contained within this document to any third-party not working
‘on behalf of Post Office and for the purpose intended, is not permitted.
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Delivering Operational Excellence
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Teller Cash Recycler
Learning aim:
To provide learners with an introduction to the Teller Cash Recycler.
The module includes an assessment quiz to test the learner's knowledge.
Learners need to pass with a score of 100% (there’s no limit to the number of attempts).
e New Branch Managers and branch assistants who will use a Teller Cash Recycler
e Existing Branch Manager and branch assistants who have had a Teller Cash Recycler installed
Post Office Limited For newly appointed Branch Managers and assistants the learning is assigned by:
GRO. }
Post Office Limited For existing Branch Managers with a new assistant to train, please email:
L GRO ]
Self-assign Learning website users can also self-assign the module
Online: Learning website
None. The module can be completed any time before go-live
An introduction to the Teller Cash Recycler
Teller Cash Recycler transactions
Top Tips
20 minutes
‘The contents of this document are classified Post Office INTERNAL. Disclosing, copying, distributing the information contained within this document to any third-party not working
‘on behalf of Post Office and for the purpose intended, is not permitted.
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Banking Hub branches only
Learning aim:
To introduce learners to the basics of Post Office products and services that are available in a Banking Hub.
Each module includes an assessment quiz to test the learner's knowledge.
Learners need to pass all modules with a score of 100% (there's no limit to the number of attempts).
All new Banking Hub Operators and Banking Hub branch assistants
Post Office Limited For newly appointed Banking Hub Operators and assistants the learning is
assigned by:i GRO H
Post Office Limited For existing Banking Hub Operators with a new assistant to train, please email:
GRO }
Online Learning website
Introduction Introduction to Banking Hub and Learning
Banking Services and Banking Services
Automated Payments Payment Exception Service: i-movo voucher service
Automated Payments
Teller Cash Recycler
Procedures Physical Security
Compliance Information Security and Data Protection
Anti-Money Laundering and Counter Terrorist Financing Awareness
Modern Slavery and Human Trafficking
On average it will take 4 hours to complete the programme.
We recommend that learners create a plan to decide how they will complete the training modules.
It should be done over a number of days.
‘The contents of this document are classified Post Office INTERNAL. Disclosing, copying, distributing the information contained within this document to any third-party not working
‘on behalf of Post Office and for the purpose intended, is not permitted.
Operational Training & Development
Delivering Operational Excellence
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In-branch training
V10.0 June 2023
Learning aim:
The in-branch training builds on and embeds the learning from the online learning programme and the
classroom training sessions, providing on-the-job training when new Branch Managers and assistants start to
complete live transactions for the first time.
The on-site trainer also provides support for the set-up of a branch for a new Branch Manager.
The key elements of the in-branch support are:
* Upto six days of on-site learning from a Post Office Trainer
* Support in completing a Trading Period balance (follow-up balance)
Specialist ad hoc training for new (and existing) Branch Managers and assistants
A Business Support Manager is also assigned to the branch for the first six months and they will consolidate
and reinforce the training delivered. After that an Area Manager will take over the support of the branch.
Please note: No in-branch training is provided for new branch assistants in existing Post Office branches or
Banking Hubs. This should be completed by the existing Branch Manager, Banking Hub Operator or
Strategic Partner.
‘The contents of this document are classified Post Office INTERNAL. Disclosing, copying, distributing the information contained within this document to any third-party not working
(on behalf of Post Office and for the purpose intended, is not permitted,
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3. Operational Training Guide
Learning aim:
To provide operational guidance on common transactions to support the learner during the practice sessions in
the classroom and back in the workplace.
Audience:
e All new Branch Managers and branch assistants
e For existing Branch Managers with a new assistant to train, or for refresher training for existing Branch
Managers or assistants
Learning assigned by: How
Post Office Trainer The classroom trainer will hand out the Operational Training Guides as part of
the classroom event
Download Download soft copy PDFs of the operational training guide sections
Location Detail
Classroom Hard copy documents printed and handed out in the classroom
Online: Learning website _ postoffice.learning.uk.com
Online: Branch Hub BranchHub.postoffice.co.uk/bh - go to ‘Training’, ‘Operational Training Guide’
Online: One website For Strategic Partner branches go to: Operational Guidance I One Post Office
Operational guides Content
Individual sections are: 01 Useful information
02 Getting started on Horizon
03 Security
04 Banking & PES
05 Automated Payments
06 Inland Mail
07 International Mail — Royal Mail
08 International Mail — Parcelforce Worldwide
09 Travel Money
10 End of day activities
11 Weekly accounting
12 Monthly accounting
13 Back Office transactions
14 Cash & Stock management
15 Postal Orders
16 Money Transfer Services
17 Passport Check & Send
18 Financial Services products
19 DVLA
20 Troubleshooting
‘The contents ofthis document are classified Post Office INTERNAL. Disclosing, copying, distributing the information contained within this document to any third-party not working
(on behalf of Post Office and for the purpose intended, is not permitted,
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4. Work aids
Branch Work aids
Learning aim:
To provide a reminder of key processes that need to be completed in branch.
The work aids are A5 laminated sheets held together by a metal ring so they can be put on a hook in branch for
easy access.
Audience:
e All new Branch Managers and branch assistants
e For existing Branch Managers with a new assistant to train, or for refresher training for existing Branch
Managers or assistants
Learning assigned by: How
Post Office Trainer The classroom trainer will hand out one work aid per branch as part of a
classroom event
On request Existing Branch Managers can request a hardcopy work aid by emailing:
{ GRO i
Download Download soft copy PDFs of the work aids
Location Detail
Classroom Hard copy documents printed and handed out in the classroom
Online: Learning website _ postoffice.learning.uk.com
Online: Branch Hub t GRO __igo to ‘Training’, ‘Work Aids’
Online: One website For Strategic Partner branches go to: Operational Guidance I One Post Office
Work aid titles
ATM
Camelot Lottery
Remittances
Investigating Discrepancies
‘The contents ofthis document are classified Post Office INTERNAL. Disclosing, copying, distributing the information contained within this document to any third-party not working
(on behalf of Post Office and for the purpose intended, is not permitted,
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Back to Contents
Tablet User Work aids
Learning aim:
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To provide a reminder of key steps when using the tablet in branch.
Audience:
e All new Branch Managers and branch assistants who use a tablet
e For existing Branch Managers with a new assistant to train, or for refresher training for existing Branch
Managers or assistants, who use a tablet
Learning assigned by:
Download
Location
Online: Learning website
Online: Branch Hub
Work aid titles
Passport
Tablet Device
DVLA
How
Download soft copy PDFs of the work aids
Detail
postoffice.learning.uk.com
r go to ‘Training’, ‘Work Aids’
SIA (Security Industry Authority)
‘The contents of this document are classified Post Office INTERNAL. Disclosing, copying, distributing the information contained within this document to any third-party not working
‘on behalf of Post Office and for the purpose intended, is not permitted.
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5. Shadowing scheme for new branch managers
Shadowing Scheme
Learning aim:
To give a new Branch Manager an opportunity to experience life in a branch, ask questions and observe an
experienced branch team. It covers some of the activities that can’t be covered by the online learning or in the
classroom.
This is an optional activity that Branch Managers can sign up to during the suitability assessment interview
when taking on a Post Office branch.
Audience:
New Branch Manager
How to register: Support team
Sign up at suitability The onboarding team will schedule a shadowing day. The Branch
assessment interview Manager can decide if this will be before or after they go live in their own
branch
Location Detail
Post Office Directly Managed We have approx. 70 Directly Managed Branches across the UK who have
Branch (DMB) signed up to provide the shadowing experience in their branch
Shadowing Areas you might cover
* Opening the branch
* Security procedures
* Back Office processes
e Remittances
* Mails including managing Drop & Go
e Paystation
e ATM
e Stock Management
* MoneyGram
e Closing the branch
Support materials
Branch Shadowing Programme Check List
Requirements document
Approximate timing
1day
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6. Further eLearning modules
Monthly Branch Balancing
Learning aim:
To learn the key stages for completing a monthly trading period balance in a Post Office branch.
This is an optional module as new Branch Managers will have:
* completed the classroom training
* received in-branch support at go live
* received follow up training for their first Trading Period balance
Audience:
Branch Manager or branch assistant who is responsible for the monthly Trading Period balance and requires
further support.
Learning assigned by: Support team
Automatically assigned When a learner completes the Basic Transactions eLearning programme,
the balancing module is automatically assigned
Self-assign Learning website users can also self-assign the module
Location Detail
Online: Learning website postoffice.learning.uk.com
Course prerequisites
Learners will complete:
* The Basic Transactions online learning programme
Course content
The five key stages of a monthly Trading Period balance
Stock unit types and stock discrepancies
Support materials
PDF versions of these operational guides are available as part of this course:
© Operational Training Guide
* Investigating Discrepancies work aid
Approximate timing
30 minutes
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7. Other classroom training courses
¥% day Investigating Discrepancies
Learning aim:
To provide training on how to investigate balancing discrepancies in branch.
Branch Manager or branch assistant who is responsible for branch balancing and requires further support in
identifying common causes of discrepancies and how to correct them.
Post Office Limited Please email: GRO jor the local classroom
trainer
Classroom A Post Office Centre of Excellence
There are approximately 16 of them across the UK
Learners need to be competent in completing counter transactions
Importance of cash declarations
Back office reports
How to identify the common causes of discrepancies
How to correct a discrepancy
Investigating Discrepancies Reports handout
Work aid
Y day
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8. Distance Learning Packs
Learning aim:
A Distance Learning Pack will provide you with the details of the product or service, some conversation
examples to help you to confidently introduce it to your customers and how to avoid common errors to get
things right first time.
You can use it in its entirety or pick the relevant sections and print them to help build capability among your
team.
Audience:
All Branch Managers and branch assistants who can transact the product or service
Learning assigned by: How
Self-assign Learning website users can self-assign the Distance Learning Packs
Download Download soft copy PDFs of the Distance Learning Packs
Location Detail
Online: Learning website postoffice.learning.uk.com
Online: Branch Hub BranchHub.postoffice.co.uk/bh - go to ‘Training’, ‘Distance learning packs’
Online: One website For Strategic Partner branches go to: Operational Guidance I One Post
Office go to ‘One Resource Centre’
Distance Learning Pack Product or service
Customer Referrals
Drop & Go
DVLA services
Everyday Banking services
Inland Mail
International Mail
Life Protection
MoneyGram
Motor & Home Insurance
Passport Check and Send
PCI DSS branch audit
Savings
Self Service Kiosks
Travel Insurance
Travel Money
Vulnerable Customers
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9. ‘How To’ Videos
Learning aim:
To provide operational guidance on transactions showing the process and Horizon interactions.
Audience:
e All new Branch Managers and branch assistants
* For existing Branch Managers with a new assistant to train, or for refresher training for existing Branch
Managers or assistants
Learning assigned by: How
Self-assign The videos are available to watch as and when required
Location Detail
Online: Learning website _ postoffice.learning.uk.com
Online: Branch Hub BranchHub.postoffice.co.uk/bh - go to ‘Training’, ‘How to videos’
How to Videos Content
Videos are: ATM balance on an ATM
ATM balance on Horizon
Cash Declaration - individual stock unit
Cash Declaration - shared stock unit
Despatch Report — Amend for missing Special Delivery or Parcelforce items
e Top Up Reversal
End of Day Cheque Remittance
Parcelforce Worldwide Reversal an item using PLU
Paystation: Add a user
Paystation: Processing an Electric Key or Gas Card
Planned Orders: View and amend
Postal Order: Encashing
Postal Order: Selling
Postal Order: Spoiling and Reversing
Pre-order Currency
Remitting In Cash
Remitting In Coin
Remitting In Currency
Remitting In Stock
Remitting Out Cash
Remitting Out Coin
Remitting Out Currency
Remitting Out Stock
Reversing a Cash or Currency Remittance
Reversing a Stock Remittance
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10. Customer Experience University
Learning aim:
Self-study courses to help you understand the main customer experience drivers and to help improve the
customer experience in your branch. This will help you to retain your current customer base and win new
customers.
Audience:
All Branch Managers and branch assistants
Learning assigned by: How
Download Download soft copy PDFs
Location Detail
Online: Branch Hub BranchHub.postoffice.co.uk/bh - go to ‘Training’, ‘Distance learning packs’
Module name Content
Foundation Reflect on your current level of performance
Retailer visits
Customer surveys
Key customer drivers
What behavioural actions can you do to improve customer experience
Advanced Caring for Customers
Soft Skills
Customer Types
Adapting to different customers
Difficult customers
Vulnerable customers
Growing your business by delivering excellence
Timing
Self Study over 3 months Foundation
Self Study over 3 months Advanced
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11. Sales Training
Learning aim:
To provide a toolkit of resources covering how to sell effectively and compliantly in branch.
Audience:
All Branch Managers and branch assistants who can transact the product or service
Learning assigned by: How
Download Download soft copy PDFs
Videos are available to watch as and when required
Location Detail
Online: Branch Hub BranchHub.postoffice.co.uk/bh - go to ‘Training’, ‘Browse our Sales
Training’
Branch Hub tile Content
Sales Process Customer Referrals Process
Conversation Starters Protection Toolkit
Top Tips Staying ahead of banking letter
Staying ahead of banking guide
Videos Drop & Go ‘How to’:
e Create a manifest from a linked eBay marketplace
Link an eBay marketplace to an existing Drop & Go account
e Search for sent items, top-up and check account history online
Travel Insurance — Getting it right for customers
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12. Annual Compliance — Required Learning
Learning aim:
Annual compliance training is needed to meet the regulatory and contractual needs of the business and ensure
that branches as safe, legal and compliant to trade.
Remember: The compliance calendar for the year can be found on Branch Hub.
Please note: The Compliance test needs to be completed on Horizon to maintain your access to the Horizon
system and/or the product or service.
Audience:
All Branch Managers and branch assistants need to complete compliance training annually
New Branch Managers and branch assistants need to complete the compliance training before they can
start serving in branch
Learning assigned by:
Post Office Limited
Location
Horizon Help
Online: Branch Hub
Online: One website
Audience by product
Required for all branches
Only branches that transact
these products and services
Directly Managed Branches
Drop & Collect branches
How
The compliance modules are part of the eLearning completed before the
classroom training
Detail
Compliance workbooks
BranchHub.postoffice.co.uk/bh - go to ‘Training’, ‘Annual compliance
workbooks’
For Strategic Partner branches go to: Operational Guidance I One Post
Office go to ‘Branch Focus & Useful Info’, ‘Compliance workbooks’
Product or service
Information Security and Data Protection
Anti-Money Laundering and Counter Terrorist Financing Awareness
Mails Compliance
Mails Prohibited and Restricted
Financial Services
Insurances
Anti-bribery and Corruption
Complete a single compliance module covering all required areas once a
year
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13. Refresher: Mails Toolkit
10.0 June 2023
Learning aim:
To provide a collection of learning material that focus on mails, to help branches to get things right first time for
our customers.
Note: In autumn 2023 it will also include videos and supporting material from the annual mails workshop.
e All Branch Managers and branch assistants
Self-assign The toolkit is available to view as and when required
Download Download soft copy PDFs
Online: Branch Hub BranchHub.postoffice.co.uk/bh - go to ‘Training’, ‘Mails Toolkit’
Videos Why the Prohibited & Restricted process matters
Annual Workshop support Available autumn 2023
documents
Annual Workshop Videos Available autumn 2023
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14. Refresher: Mails Segregation Toolkit
Learning aim:
To explain some of the key issues on mails segregation and help branches to get it right every time for our
customers.
Please note: This learning material is produced by the NFSP Mails Support team who work with branches to
improve mails segregation in the network.
Audience:
All Branch Managers and branch assistants
Learning assigned by:
Self-assign
Download
Location
Online: NFSP website
Online: Branch Hub
Online: Learning website
Course
PDF Documents
Videos
Further help
Contact the NFSP Mails Support
team
How
Learning website users can self-assign the course
Download soft copy PDFs
Detail
www.nfsp.org.uk — Go to the Members Area — Note: only NFSP
members can access this part of the website
BranchHub.postoffice.co.uk/bh - go to ‘Training’, ‘Mails Segregation
Toolkit’
postoffice.learning.uk.com — search for ‘mails segregation’
Content
Franked meter mail
Large Letter Bag guide
Reducing Letter-Large letter bag errors
How to segregate 1% and 2"? Class parcels correctly
Top tips and best practice
How to tie a mail bag correctly
Measuring a large letter
Correctly measuring Royal Mail and Parcelforce items
How to identify and segregate Franked/meter letters
Uncommon 1* class parcel labels
Letter/Large Letter mail bag errors
Detail
GRO ]
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15. Refresher: Travel Toolkit
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Learning aim:
To provide a collection of learning material that focuses on Travel Money products, to help branches maximise
the sales opportunities in branch. Also includes videos and supporting material for the annual travel workshop.
I This learning material is created by First Rate Exchange Services (FRES) in partnership with Post Office I
Audience:
All Branch Managers and branch assistants who complete Travel Money conversations and transactions
Learning assigned by:
Self-assign
Learning assigned by:
Download
Location
Online: Branch Hub
Toolkit content
Talking Travel
Annual Workshop support
documents
Annual Workshop Videos
How
The toolkit is available to view as and when required
How
Download soft copy PDFs
Detail
BranchHub.postoffice.co.uk/bh - go to ‘Training’, ‘Travel Toolkit’
Cross selling opportunities
Pre-order process on Horizon
Retail Standards
Post Office Travel Money Card (sale & top-up)
‘Holiday chat’ travel conversation
Daily & weekly up-sell tracker
Travel Toolkit
Deal of the Day PL5608 Instruction Leaflet
Travel Workshop TMC quiz
Travel Workshop TMC quiz answers
Bureau Sales Tracker
Travel workshop learner journal
Attracting Customers
Growing your business
Travel Money Card
Measuring Success
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16. Online learning system: Self-registration
Introduction:
If you don't have an account on our Online Learning system you can self-register on the website. You'll then be
able to self-assign any of the eLearning modules and the learning documents listed in this catalogue.
Note: For new Branch Managers and assistants going through the onboarding learner journey you don’t need
to self-register. We'll ask for the details of the individual learners and create the learner accounts and assign
the online learning.
Audience:
Anyone who would like to complete the eLearning modules, ‘How to’ videos or download the learning
documents such as the Distance Learning Packs
Self-registration What you need to obtain an account
A unique email address
Your 4-digit Smart ID
Your 6-digit branch code and branch name
How to register
Online: Learning website Go to the website: postoffice.learning.uk.com
Click: Create New Account button
Complete the form — make sure you complete all the mandatory fields
shown with a red asterisk*. Note: We recommend you use your email
address as your username
Answer the question: ‘Do you want us to automatically assign the
complete training for your Post Office?’
Select: ‘Yes’ if you'd like us to assign the full eLearning programme(s)
to you based on your branch type. For example, if you're working in a
Local branch we'll assign the Basic Transactions eLearning
programme (see page 6 for details)
Select: ‘No’ if you'd like to just self-assign the individual eLearning
modules
Click: Request Account
What happens next
We'll send you an email Click: on the link in the email to verify your email account
We'll review and validate your You'll receive an email when your account is approved. You can now
account request log-in and start your learning
Having issues getting an account? Please email; GRO i
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17. Online learning system: Help
Learning aim:
To help new learners understand how the Online Learning System works.
Anyone who has an online learning system account
Online: Learning website postoffice.learning.uk.com
On the Home page, click the ‘Need help navigating the system?’ tile
Desktop / Laptop users Dashboard tour
Login tour
How to find and self-enrol on learning
Help completing a course — Part 1 Learning content
Help completing a course — Part 2 Quiz content
Mobile users
Click ‘Help’ on the menu bar Frequently Asked Questions (FAQs)
Help completing a module
Contact us
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18. Summary of all available training
eLearning modules available to self-assign
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For the onboarding of new Branch Managers and their teams the full programmes are assigned by Post Office.
For learners who want to refresh their learning or look at a new topic, each eLearning module is available to
self-assign on the Online Learning System. The eLearning modules are:
Freee yes Module Name: Cepia: Rests ines Module Name: CEES
mins mins
Mails Mails Basics 30 Banking and I Banking Services 30
Pi t 77
Royal Mail: Inland Mail 45 Seine PES: I movo voucher 15
ervices service
Parcelforce: Inland 30 Automated Payments 20
Services (Bill Payment)
Royal Mail: Collections 20 Postal Orders 20
and Returns
Resa Mail: International 30 ATM 45
Mail
Inland Mail:Redirection I 99 Teller Cash Recycler 20
Services
Parcelforce Worldwide: i Compliance: I Anti-Money Laundering 45
International Services Money and Terrorist Financing
Compliance: Mails 45 Travel Travel Money Services 25
Mails Prohibited & Restricted 45 Travel Insurance 30
Money MoneyGram 20 Passport Services 25
T fe i i
rans) er Western Union 20 i Savings 30
Services Services
BYLA Driving Licence 10 Car‘and Home 30
Insurance
Vehicle registration 10 Life Products 30
Taxing a Vehicle 10 Compliance: Financial Services 30
Lottery Financial
Camelot Lottery 30 Services Insurances 30
Security Physical security 25 Other Vulnerable Customers 30
Compliance: _I Information Security 45 Modern Slavery and -
Security and Data Protection Human Trafficking
Branch Monthly Branch 30
Accounting Balancing
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Summary of what lear!
ig is available by product, service or process
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z 8
Product, Service or Process = E = g g z 2 3 2
o 0 3 = ase) s is
‘Anti-Money Laundering - Compliance "7 v
ATM v ¥ v
‘Automated Payments v 7
Banking Services v Y v
Camelot Lottery v v
Car and Home Insurance v
Cash & Stock Management v
Customer Experience University / Customer Service v
Customer Referrals v v
Daily, Weekly and Monthly balancing v y
DVLA: Licences, Register a vehicle, Tax a vehicle v # v
Financial Services - Compliance v P
Payment Exception Service: i-movo voucher service v
information Security & Data Protection, PCI DSS Audit r v 7
Insurances - Compliance v ¥
Investigating Discrepancies v P
Tife Products r. 7
Modern Slavery F
Money Transfer Services (MoneyGram/Western Union) v
Passport Services v v v
Paystation v
Physical Security v ¥
Postal Orders y
Remittances P v v
Royal Mail Inland Mail v v v v v
Royal Maik International Mail Y v v y Y
Savings Products vy y
Tablet: DVLA, Passport, SIA v
Teller Cash Recycler 7
Travel insurance v
Travel Money Services v v
Vulnerable Customers 7
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19. Glossary
Term Meaning
Assistant Someone who is employed by a Branch Manager or Postmaster to work in a Post Office
branch.
Banking Hub Person under contract to Post Office to operate a Banking Hub branch.
Operator
Branch In this document we use the term Branch Manager to mean a Branch Manager,
Manager Postmaster, the person in charge of running a Post Office branch or the person employed
by a Strategic Partner to manage a Post Office branch.
Customer Customer Experience University offers foundation and advanced level customer
Experience experience training ideally completed within the first six months of starting work in a
University branch.
Directly A Directly Managed Branch is a branch operated by Post Office Limited using directly
Managed employed people. It offers the full range of Post Office products and services.
Branch
Download Means that the learning material is available in an electronic format (PDF) to download
onto your own device. The specific websites are shown in this document.
FRES First Rate Exchange Services. They are the supplier of foreign currency to Post Office
customers.
Internal The contents of this document are classified Post Office INTERNAL. Disclosing, copying,
distributing the information contained within this document to any third-party not working
on behalf of Post Office and for the purpose intended, is not permitted.
Local Branch operated under contract to Post Office by a Strategic Partner, Branch Manager or
Postmaster which offers a reduced range of Post Office products and services.
Main Branch operated under contract to Post Office by a Strategic Partner, Branch Manager or
Postmaster which offers a full range of Post Office products and services.
NFSP National Federation of Sub-Postmasters.
Postmaster Person under contract to Post Office to operate a branch. This could be an individual or a
Strategic Partner.
Self-assign This means an existing learner can log onto the learning website, search for the learning
module by name and then assign it to their own learning plan.
Strategic Company that has a contract with the Post Office and operates 25+ post office branches
Partner and has centralised support functions/head office management.
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