City & Guilds Limited · RQF Level 2
City & Guilds Level 2 NVQ Diploma in Rail Services (Passenger Services)
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 2
- Total credits37
- Guided learning252 hours
- Units in this qualification22
Awarded by City & Guilds Limited · on the Ofqual register
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See how this course maps onto your role
Ten quick questions, one per Future Fluency, asked against this qualification rather than a generic one.
About 5 minutes · No card · Nothing to commit to
What you’ll learn
What each unit actually teaches you to do
City & Guilds offers a wide range of qualifications in Transport Maintenance, including Introductory, Higher Level and apprenticeship options. Learn more.
These are the units City & Guilds Limited registers against this qualification. It is a catalogue, not a syllabus. Which of them you take depends on the combination the qualification requires, and that is set by the awarding body rather than by us. Every unit here is regulated, and every one you earn is yours to keep.
Assist in the protection of revenue in the rail industryReal unit · City & Guilds Limited
What you'll be able to do
- Accurately verify travel documents in accordance with organisational procedures.
- Correctly issue travel documents in accordance with organisational procedures.
- Know the procedures for verifying different types of travel documents.
- Know the procedures for issuing different types of travel documents.
- Deal with travel document irregularities in accordance with organisational procedures.
- Know the procedures for dealing with different types of travel document irregularities.
Assist in the provision of a suitable environment for customers and other members of the public in the rail industryReal unit · City & Guilds Limited
What you'll be able to do
- Provide a suitable environment for customers and other members of the public, ensuring comfort and safety
- Provide a suitable environment for customers and other members of the public, including addressing environmental factors and customer needs
Assist in the safe operation of trains in serviceReal unit · City & Guilds Limited
What you'll be able to do
- Assist in the safe operation of trains in service, following established safety protocols.
- Know the procedures for assisting in the safe operation of trains in service.
- Know the relevant safety regulations and guidelines related to train operation.
Contribute to the removal of accumulated waste in the rail industryReal unit · City & Guilds Limited
What you'll be able to do
- Remove accumulated waste from designated areas within the rail industry, adhering to health and safety guidelines.
- Know the correct procedures for removing different types of waste materials.
- Know the relevant health and safety regulations related to waste removal in the rail industry.
Contribute to the safe dispatch of trains from platformsReal unit · City & Guilds Limited
What you'll be able to do
- Contribute to the safe dispatch of trains from platforms, adhering to safety regulations and procedures
- Contribute to the safe dispatch of trains from platforms, including signalling, communication, and emergency protocols
Couple and uncouple rail vehiclesReal unit · City & Guilds Limited
What you'll be able to do
- Couple rail vehicles safely and effectively.
- Uncouple rail vehicles safely and effectively.
- Couple and uncouple rail vehicles safely and effectively.
Display promotional materials in the rail industryReal unit · City & Guilds Limited
What you'll be able to do
- Maintain adequate stocks of promotional materials in designated areas.
- Replenish promotional materials as required to ensure availability.
- Know the procedures for maintaining stocks of promotional materials.
- Maintain promotional equipment in good working order.
- Report any faults or damage to promotional equipment promptly.
- Know the procedures for maintaining promotional equipment.
Maintain a clean and tidy environment for rail customers and other members of the publicReal unit · City & Guilds Limited
What you'll be able to do
- Clean the location to meet required standards
- Clean the location effectively and safely
Maintain a safe and secure working environment in the rail industryReal unit · City & Guilds Limited
What you'll be able to do
- Maintain safe working practices, adhering to health and safety regulations and procedures
- Maintain safe working practices, adhering to health and safety regulations and procedures
- Contribute to the security of the work environment, identifying and reporting potential security risks
- Contribute to the security of the work environment, identifying and reporting potential security risks
Maintain and develop personal knowledge, understanding and skills in the rail industryReal unit · City & Guilds Limited
What you'll be able to do
- Develop within the work role, identifying opportunities for improvement and expanding skills
- Develop within the work role, identifying opportunities for improvement and expanding skills
Maintain effective working relationships with colleagues in the rail industryReal unit · City & Guilds Limited
What you'll be able to do
- Maintain effective working relationships with colleagues in the rail industry.
- Maintain effective working relationships with colleagues in the rail industry.
- Maintain effective communications with colleagues in the rail industry.
- Maintain effective communications with colleagues in the rail industry.
- Promote equality and diversity in the workplace.
- Promote equality and diversity in the workplace.
Manage conflict in the rail industryReal unit · City & Guilds Limited
What you'll be able to do
- Assess situations effectively to determine the necessary course of action
- Demonstrate knowledge of how to assess situations and decide on the appropriate action
- Take decisive action to effectively deal with conflict situations
- Demonstrate knowledge of how to take action to deal with conflict
Obtain and communicate information in the rail industryReal unit · City & Guilds Limited
What you'll be able to do
- Obtain and store information in accordance with workplace procedures
- Obtain and store information in accordance with workplace procedures
- Communicate information effectively to colleagues and other relevant parties
- Communicate information effectively to colleagues and other relevant parties
Operate the automatic ticket barriers on the gatelineReal unit · City & Guilds Limited
What you'll be able to do
- Operate the automatic ticket barriers according to established procedures.
- Monitor the performance of the automatic ticket barriers to ensure smooth operation.
- Know the procedures for operating and monitoring the automatic ticket barriers.
Prepare to undertake duties in the rail industryReal unit · City & Guilds Limited
What you'll be able to do
- Complete personal preparation for duties, ensuring readiness and compliance with regulations
- Complete personal preparation for duties, ensuring readiness and compliance with regulations
- Prepare for duty, ensuring all necessary equipment and documentation are available and in good order
- Prepare for duty, ensuring all necessary equipment and documentation are available and in good order
Promote services and products in the rail industryReal unit · City & Guilds Limited
What you'll be able to do
- Provide accurate and relevant information on rail services and products to customers.
- Provide appropriate advice to customers regarding rail services and products.
- Contribute to the planning of promotional activities for rail services and products.
- Contribute to the implementation of promotional activities for rail services and products.
- Know the procedures for providing information and advice on rail services and products.
- Know the procedures for contributing to the promotion of rail services and products.
Provide a secure environment for customers’ property in the rail industryReal unit · City & Guilds Limited
What you'll be able to do
- Assist in the safe carriage of customers' property, following organisational procedures
- Assist in the safe carriage of customers' property, including relevant regulations and guidelines
- Deal with lost and found property in accordance with organisational policies
- Deal with lost and found property, including recording and storage procedures
Provide customer service in the rail industryReal unit · City & Guilds Limited
What you'll be able to do
- Promote a positive customer service experience in the rail industry.
- Maintain a high standard of customer service in all interactions.
- Know the procedures for promoting and maintaining customer service standards.
- Deal effectively with customer complaints in a professional manner.
- Respond to customer enquiries accurately and efficiently.
- Know the procedures for dealing with customer complaints and enquiries.
- Provide appropriate assistance to customers with their travel needs.
- Offer support to customers who require additional help.
- Know the procedures for providing assistance to customers.
Provide travel products to customers in the rail industryReal unit · City & Guilds Limited
What you'll be able to do
- Set up the point of sale system ready for customer transactions.
- Know the procedures for setting up a point of sale system.
- Establish customer requirements for rail travel products and entitlements.
- Determine the appropriate travel products based on customer needs.
- Know the procedures for establishing customer requirements for rail travel products.
- Complete customer transactions accurately and efficiently.
- Process payments and issue tickets according to company procedures.
- Know the procedures for completing customer transactions.
- Close the point of sale system securely at the end of the shift.
- Reconcile takings and prepare for handover.
- Know the procedures for closing the point of sale system.
Respond to emergency situations on railway premisesReal unit · City & Guilds Limited
What you'll be able to do
- Respond to emergency situations on railway premises in a calm and effective manner.
- Follow emergency procedures and protocols when responding to incidents.
- Know the procedures for responding to different types of emergency situations on railway premises.
- Know the relevant emergency contact numbers and reporting procedures.
Respond to out of course and emergency situations on platformsReal unit · City & Guilds Limited
What you'll be able to do
- Respond to out of course situations on platforms, providing assistance and information to passengers.
- Respond to emergency situations on platforms, following established safety protocols.
- Know the procedures for responding to different types of out of course situations on platforms.
- Know the procedures for responding to different types of emergency situations on platforms.
- Know the relevant safety regulations and guidelines related to platform safety.
Respond to out of course and emergency situations on trains in serviceReal unit · City & Guilds Limited
What you'll be able to do
- Respond to out of course and emergency situations on trains in service, following established protocols
- Respond to out of course and emergency situations on trains in service, including communication and safety procedures
The honest bit
You’ve started things before
Most courses were built for a room full of people who aren’t you. A cohort moves on whether or not your week allowed it, and by the third week the thing you’re behind on becomes the reason you stop opening it.
There’s no cohort here, and no timetable to fall behind. Before anything starts, Zavmo asks when you’re sharpest and how long you can realistically sit down for, then builds the sessions around those answers. A bad fortnight changes your pace. It doesn’t put you behind.
And you only pay once you start learning. Searching and planning are free, and you can cancel any time — so the cost of finding out is an afternoon, not a year.
Your passport
Every credit is a stamp you keep
Level 2 credits are regulated. They don’t vanish when a subscription ends or a website closes. They travel to any employer, and Zavmo keeps the map of what you’ve earned and what’s next.
Each stamp is a real unit registered against this qualification.
Who’d teach you this
The Evidence Evaluator
Assessor
Helps you show what you can actually do, gathering the evidence that proves it as you learn.
Meet all twelve tutorsWhere this connects
Where these credits take you
A qualification is never a dead end here. See the jobs its credits open, the national occupational standards its units map to, and the future skills they quietly build.
- Assist in the protection of revenue in the rail industry
- Assist in the provision of a secure environment for customers’ property in the rail industry
- Assist in the provision of a suitable environment for customers and other members of the public in the rail industry
- Assist in the safe operation of trains in service
- Assist with keeping vulnerable customers safe in the Tram and Tramway environment
- Assist with the local movement of Tram vehicles to meet operational requirements
- Communicate and manage information in the rail industry
- Contribute to the removal of accumulated waste in the rail industry
Skills it covers
What the job actually needs. These are the standards the units are built against, in the words employers and awarding bodies already use for the work itself.
How you’ll actually learn this
One-to-one, on your own real work
A qualification is usually something done to you: sit the class, sit the exam, hope it sticks. Here it’s the opposite. You learn it one-to-one with a companion, on your own real work, and you keep going until you can use it, not just recall it.
Applied to your own work
This unit equips learners to assist in protecting revenue in the rail industry by verifying and issuing travel documents. Learners will follow organisational procedures and manage irregularities appropriately.
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for City & Guilds Level 2 NVQ Diploma in Rail Services (Passenger Services)
22 units in this credential, in the order it lists them, awarded by City & Guilds Limited.
- Assist in the protection of revenue in the rail industry
- Assist in the provision of a suitable environment for customers and other members of the public in the rail industry
- Assist in the safe operation of trains in service
- Contribute to the removal of accumulated waste in the rail industry
- Contribute to the safe dispatch of trains from platforms
- Couple and uncouple rail vehicles
and 16 more in the full unit list below.
One to one, not one to many
No two people run this the same way
A course is written once and handed to everyone. This is assembled around you, and keeps changing as it learns you. Five things it reads, and what each one changes.
- Your actual work Every unit is taught against a live piece of your own work, not a worked example from a textbook.
- What you already know The first conversation finds your starting point, so you skip what you can already do and spend the time on what you cannot.
- The conditions you learn under Not a learning-styles quiz. The evidence does not support those. The dimensions the research does back, read once and used to shape the plan.
- How far you got last time It picks up mid-thought. The tutor knows what you said, what you struggled with, and what it asked you to try.
- Which tutor suits the moment Twelve of them, each for a different kind of thinking. The one who walks you through a first idea is not the one who stress-tests it.
See how you learn, free. Eight questions, no sign-up. A directional taster; the diagnostic inside Zavmo goes deeper and keeps adapting.
Why it sticks
Most courses stop at remembering
There’s a well-known ladder of how deeply you learn something, called Bloom’s Taxonomy. Most courses get you up the first two rungs: you remember some facts, you pass a test, you forget it. Real skill lives at the top. Judging, deciding, creating. And this isn’t a generic ladder: every rung has a named Zavmo tutor who walks you up it.
- 6CreateThe Creative Catalyst
- 5EvaluateThe Evidence Evaluator
- 4AnalyseThe Analyst
- 3ApplyThe Coach
- 2UnderstandThe Connector
- 1RememberThe Builder
Where most courses leave you Where Zavmo takes you
The value
Why the companion is worth £70 a month
You’re not paying for the units. They’re regulated, and the same wherever you earn them. You’re paying for the one thing that decides whether you actually get there: a companion that makes them stick, on your real work.
That is one-to-one on this qualification, every day, on the work you already do, for £70 a month. Your first module is free, so you can see the teaching before you pay for any of it. Billed monthly, cancel any time and billing stops.
Earned on your own work, taught to the top.
Everything you just read, learned one-to-one on the job you already do. Your first module is free, so you can see the teaching before you pay for any of it.
Build my plan, freeNo card. See how this qualification maps onto your role and meet the tutors who’d teach it, free. The learning begins when you subscribe. It’s £70 a month, billed monthly. Cancel any time and billing stops.