City and Guilds of London Institute · RQF Level 3
City & Guilds Level 3 Certificate in Business Skills (QCF)
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 3
- Total credits28
- Units in this qualification49
Awarded by City and Guilds of London Institute · 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
These are the units City and Guilds of London Institute 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.
Administer human resource recordsReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the procedures for creating personnel files for new starters, including required documentation
- Understand the methods for maintaining Human Resource information, ensuring accuracy and confidentiality
- Understand how to report Human Resource information, adhering to data protection regulations
- Understand the organisational requirements for administering Human Resource records, including policies and procedures
- Understand the legal requirements for administering Human Resource records, including data protection and employment law
- Create personnel files for new starters, ensuring all required documentation is included
- Maintain Human Resource information accurately and confidentially, updating records as necessary
- Report Human Resource information in accordance with organisational procedures and legal requirements
- Comply with organisational requirements when administering Human Resource records, following established policies and procedures
- Comply with legal requirements when administering Human Resource records, adhering to data protection and employment law
Administer the recruitment and selection processReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand how to advertise job vacancies
- Understand how to respond to potential applicants
- Understand how to administer the selection process
- Understand how to administer the appointment process
- Advertise job vacancies
- Respond to potential applicants
- Administer the selection process
- Administer the appointment process
Analyse and report dataReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand how to organise and evaluate data that has been researched
- Understand how to report data that has been researched
- Analyse and evaluate data
- Report data
Carry out stock control processes using a computerised systemReal unit · City and Guilds of London Institute
What you'll be able to do
- Enter and/or restore data using a Computerised Accounting Package
- Create and edit Sales Orders
- Create and edit Purchase Orders
- Amend Sales Order Status
- Amend Purchase Order Status
- Generate sales invoices
- Create stock credit notes
- Update the sales ledger and stock levels
- Produce reports using selection criteria and parametres
Communicate effectively with customersReal unit · City and Guilds of London Institute
What you'll be able to do
- Communicate effectively with customers
- Understand how to communicate effectively with customers
Communicate in a business environmentReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the purpose of planning communication
- Understand how to communicate in writing
- Understand how to communicate verbally
- Understand the purpose and value of feedback in developing communication skills
- Plan communication
- Communicate in writing
- Communicate verbally
- Identify and agree ways of further developing communication skills
Deal with customers face to faceReal unit · City and Guilds of London Institute
What you'll be able to do
- Communicate effectively with their customer
- Improve the rapport with their customer through body language
- Understand how to deal with customers face to face
Deal with customers in writing or electronicallyReal unit · City and Guilds of London Institute
What you'll be able to do
- Use written or electronic communication effectively
- Plan and send an effective written or electronic communication
- Handle incoming written or electronic communications effectively
- Deal with customers in writing or electronically
Deliver customer service to difficult customersReal unit · City and Guilds of London Institute
What you'll be able to do
- Recognise when customers may be difficult to deal with
- Deal with difficult customers
- Understand how to deliver customer service to difficult customers
Deliver reliable customer serviceReal unit · City and Guilds of London Institute
What you'll be able to do
- Prepare to deal with customers
- Give consistent service to customers
- Check customer service delivery
- Deliver reliable customer service
Design and produce documents in a business environmentReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the purpose and value of designing and producing high quality and attractive documents
- Know the resources available to design and produce documents and how to use them
- Understand the purpose and value of following procedures when designing and producing documents
- Design and produce documents to agreed specifications
Develop customer relationshipsReal unit · City and Guilds of London Institute
What you'll be able to do
- Build their customer’s confidence that the service they give will be excellent
- Meet the expectations of their customers
- Develop the long-term relationship between their customer and their organisation
- Develop customer relationships
Give customers a positive impression of yourself and your organisation.Real unit · City and Guilds of London Institute
What you'll be able to do
- Establish rapport with customers
- Respond appropriately to customers
- Communicate information to customers
- Understand how to give customers a positive impression of themselves and the organisation
Implement, monitor and maintain administrative servicesReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand how to implement administrative services
- Understand how to monitor administrative services
- Understand how to maintain administrative services
- Implement administrative services for an organisation
- Monitor administrative services
- Maintain administrative services
Improve own performance in a business environmentReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand how to improve own performance
- Improve own performance using feedback
- Agree own development needs using a learning plan
Improve the customer relationshipReal unit · City and Guilds of London Institute
What you'll be able to do
- Improve communication with their customers
- Balance the needs of their customer and their organisation
- Exceed customer expectations to develop the relationship
- Understand how to improve the customer relationship
Lead and manage meetingsReal unit · City and Guilds of London Institute
What you'll be able to do
- Prepare to lead a meeting.
- Manage meeting procedures.
- Chair a meeting.
- Undertake post-meeting tasks.
Maintaining Control AccountsReal unit · City and Guilds of London Institute
What you'll be able to do
- Prepare sales and purchase ledger and tax control accounts
- Reconcile sales and purchase ledger and tax control accounts
Maintaining and reconciling the cashbookReal unit · City and Guilds of London Institute
What you'll be able to do
- Maintain a three column analysed cash book
- Reconcile a bank statement with the cashbook
Maintaining the JournalReal unit · City and Guilds of London Institute
What you'll be able to do
- Open a new set of double entry book-keeping records using the Journal
- Use the Journal to correct errors disclosed and not disclosed by the trial balance
- Create and clear a suspense account using the Journal.
- Use the Journal to record other transactions
- Use the Journal to process wages costs.
Make effective decisionsReal unit · City and Guilds of London Institute
What you'll be able to do
- Identify circumstances that require a decision to be made.
- Collect information to inform decision-making.
- Analyse information to inform decision-making.
- Make a decision.
Manage conflict in a teamReal unit · City and Guilds of London Institute
What you'll be able to do
- Support team members’ understanding of their role and position within a team.
- Take measures to minimise conflict within a team.
- Understand how to encourage team members to resolve their own conflicts.
- Understand legal and organisational requirements concerning conflict.
Manage own performance in a business environmentReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand how to plan work and be accountable to others
- Understand how to behave in a way that supports effective working
- Plan and be responsible for own work, supported by others
- Behave in a way that supports effective working
Manage own performance in a business environmentReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand how to plan and prioritise work and be accountable to others
- Understand how to behave in a way that supports effective working
- Plan, prioritise and be accountable for own work
- Behave in a way that supports effective working
Monitor and solve customer service problemsReal unit · City and Guilds of London Institute
What you'll be able to do
- Solve immediate customer service problems
- Identify repeated customer service problems and options for solving them
- Take action to avoid the repetition of customer service problems
- Understand how to monitor and solve customer service problems
Organise and report dataReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand how to organise and report data that has been researched
- Organise data
- Report data
Organise business travel or accommodationReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the range of information, requirements and procedures that may be needed for all types of business travel or accommodation arrangements
- Understand the types of problems that may occur with business travel or accommodation arrangements and how to deal with them
- Organise different types of business travel or accommodation arrangements
Organise the delivery of reliable customer serviceReal unit · City and Guilds of London Institute
What you'll be able to do
- Plan and organise the delivery of reliable customer service
- Review and maintain customer service delivery
- Use recording systems to maintain reliable customer service
- Understand how to organise the delivery of reliable customer service
Participate in meetingsReal unit · City and Guilds of London Institute
What you'll be able to do
- Prepare for a meeting.
- Participate in a meeting.
- Communicate information to relevant stakeholders.
Plan and manage a projectReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the principles, processes, tools and techniques of project management.
- Agree the scope and objectives of a project.
- Identify the budget in order to develop a project plan.
- Implement a project plan.
- Manage a project to its conclusion.
Plan and organise meetingsReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the arrangements and actions required for planning and organising meetings
- Prepare for a meeting
- Support running a meeting
- How to follow up a meeting
Plan, allocate and monitor work in own area of responsibilityReal unit · City and Guilds of London Institute
What you'll be able to do
- Produce a work plan for own area of responsibility.
- Allocate and agree responsibilities with team members.
- Monitor the progress and quality of work in own area of responsibility and provide feedback.
- Review and amend plans of work for own area of responsibility and communicate changes.
Preparing and recording financial documentationReal unit · City and Guilds of London Institute
What you'll be able to do
- Prepare the financial documents to be sent to credit customers
- Enter sales invoices and credit notes into the appropriate books of prime entry
- Process payments from customers
- Process suppliers’ invoices and credit notes
- Enter supplier invoices and credit notes into the appropriate books of prime entry
- Prepare payments to suppliers
Process routine payments and receipts using a computerised systemReal unit · City and Guilds of London Institute
What you'll be able to do
- Enter and/or restore data using a Computerised Accounting Package
- Process petty cash payments and receipts
- Process non-credit payments and receipts
- Correct transaction errors
- Process salary journals
- Carry out bank reconciliation
- Produce reports using selection criteria and parametres
Processing ledger transactions and extracting a trial balanceReal unit · City and Guilds of London Institute
What you'll be able to do
- Process ledger transactions from the books of prime entry
- Prepare ledger balances and an initial trial balance
Project Management SoftwareReal unit · City and Guilds of London Institute
What you'll be able to do
- Create a project and define its scope, objectives, and deliverables
- Enter information about project tasks, including their duration, dependencies, and resource requirements
- Edit information about project tasks and resources to reflect changes in the project plan
- Update information about project progress, including task completion status and resource utilisation
- Select appropriate tools and techniques to display project status information
- Use appropriate tools and techniques to report on project status, including progress against milestones and budget
Project Management SoftwareReal unit · City and Guilds of London Institute
What you'll be able to do
- Create and define a project, outlining its scope, objectives, and deliverables
- Enter and edit information about project tasks and resources, including timelines, dependencies, and resource allocation
- Update information about project progress, tracking milestones, and identifying potential delays or issues
- Select and use appropriate tools and techniques to display and report on project status, communicating effectively with stakeholders
Promote continuous improvementReal unit · City and Guilds of London Institute
What you'll be able to do
- Plan improvements in customer service based on customer feedback
- Implement changes in customer service
- Review changes to promote continuous improvement
- Understand how to promote continuous improvement
Provide leadership and direction for own area of responsibilityReal unit · City and Guilds of London Institute
What you'll be able to do
- Lead in own area of responsibility.
- Provide direction and set objectives in own area of responsibility.
- Communicate the direction for own area of responsibility and collect feedback to inform improvement.
- Assess own leadership performance.
Research informationReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand procedures for researching information
- Research information for others
Resolve customer service problemsReal unit · City and Guilds of London Institute
What you'll be able to do
- Spot customer service problems
- Pick the best solution to resolve customer service problems
- Take action to resolve customer service problems
- Resolve customer service problems
Set objectives and provide support for team membersReal unit · City and Guilds of London Institute
What you'll be able to do
- Communicate a team’s purpose and objectives to the team members.
- Develop a plan with team members showing how team objectives will be met.
- Support team members identifying opportunities and providing support.
- Monitor and evaluate progress and recognise individual and team achievement.
Setting up accounting software to manage accounting informationReal unit · City and Guilds of London Institute
What you'll be able to do
- Enter and/or restore data using a Computerised Accounting Package at the start of the financial year
- Set up Assets, Liabilities, Capital and Budgets
- Record customer and supplier invoices and credit notes
- Process receipts from customers
- Process payments to suppliers
- Process non-credit payments and receipts
- Process Journals
- Produce reports using selection criteria and parametres
Solve business problemsReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand business problems and their causes
- Understand techniques for solving business problems
- Understand factors that influence solutions to business problems
- Understand how to evaluate approaches to solving business problems
- Recognise and analyse business problems
- Plan and carry out own solution to the business problem
- Evaluate own solution to the business problem
Support customer service improvementsReal unit · City and Guilds of London Institute
What you'll be able to do
- Use feedback to identify potential customer service improvements
- Implement changes in customer service
- Assist with the evaluation of changes in customer service
- Support customer service improvements
Support team members in identifying, developing and implementing new ideasReal unit · City and Guilds of London Institute
What you'll be able to do
- Develop team ideas and develop the creativity of team members
- Assess the viability of team members’ ideas.
- Support team members to implement ideas.
- Implement team ideas.
Take minutesReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the task of taking minutes at meetings
- Understand the role of the chair and other formal responsibilities in meetings
- Take minutes at meetings
- Prepare for taking minutes
- Minute meetings
Work in a business environmentReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the purpose and benefits of respecting and supporting other people at work
- Understand how to maintain security and confidentiality at work and deal with concerns
- Understand how to assess, manage and monitor risk in the workplace
- Understand the purpose of keeping waste to a minimum in a business environment, and the procedures to follow
- Understand procedures for disposal of hazardous materials
- Understand ways of supporting sustainability in an organisation
- Respect and support other people at work in an organisation
- Be able maintain security and confidentiality
- Be a
Work with others to improve customer serviceReal unit · City and Guilds of London Institute
What you'll be able to do
- Improve customer service by working with others
- Monitor their own performance when improving customer service
- Monitor team performance when improving customer service
- Understand how to work with others to improve customer service
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 3 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.
- Develop your own ability to provide business information
- Manage Conflict in Your Team
- Produce and agree the project management plan
- Promote Continuous Improvement
Where this can lead
HR Coordinator
This HR Coordinator role is a fantastic place to start your career in Human Resources. We're not just offering you a job; we're offering you a pathway to grow, learn, and truly make a difference to our people. If you're organised, reliable, discreet, and eager to learn, we'd love to chat.
See the whole journey →Showing 6 roles, drawn from 71 job records mapped to this qualification.
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 work in any of these jobs
This unit provides knowledge and skills to administer human resource records, including creating personnel files for new starters. Learners will understand how to maintain and report HR information accurately and confidentially in line with organisational and legal requirements.
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for City & Guilds Level 3 Certificate in Business Skills (QCF)
47 units in this credential, in the order it lists them, awarded by City and Guilds of London Institute.
- Administer human resource records
- Administer the recruitment and selection process
- Analyse and report data
- Carry out stock control processes using a computerised system
- Communicate effectively with customers
- Communicate in a business environment
and 41 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.