How you’d get it
How you’d get this certificate
- Zavmo teaches you. You learn the units one-to-one with an AI tutor, on your own work.
- You register with an approved centre. That is a college, training provider or employer City & Guilds Limited has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and City & Guilds Limited awards. A qualified assessor at the centre judges your evidence, and the certificate comes from City & Guilds Limited.
01What it is
City and Guilds offer a full suite of management courses and skills qualifications across a range of levels. They are designed to suit all learning needs and cover all sectors within Business Skills.
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. Zavmo teaches towards them on your own work, and work done here is recognised as prior learning under the agreements we hold.
Zavmo is not an awarding body, is not an approved centre, and is not affiliated with City & Guilds Limited. It does the teaching and the mapping. City & Guilds Limited sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
Free first step
Try a free Future Fluency lesson first
The free part is a Future Fluency lesson on using AI at work. It is not part of this qualification. Next, a free account. We build your plan for this qualification as you set up. Teaching towards this qualification begins when you subscribe.
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02The units
What each unit actually teaches you to do
Bespoke Software Real unit · City & Guilds Limited
This unit equips learners with skills to use bespoke software for inputting, combining, organising, and modifying information. You'll learn to validate data, follow organisational procedures, and exploit software functions to process and present information efficiently and accurately.
What you'll be able to do
- Input information using bespoke software
- Combine information using bespoke software
- Create appropriate structures to organise information efficiently
- Modify appropriate structures to organise information efficiently
- Exploit the functions of the software effectively to process information
- Exploit the functions of the software effectively to present information
Buddy a colleague to develop their customer service skills Real unit · City & Guilds Limited
It teaches you to plan and prepare for buddying a colleague, provide on-the-job and off-the-job support, and offer constructive feedback to develop the colleague's customer service skills in a supportive environment.
What you'll be able to do
- Plan and prepare effectively to buddy a colleague, ensuring a structured and supportive approach
- Support their buddy colleague on the job, providing guidance and practical assistance
- Provide buddy support off the job, offering constructive feedback and encouragement
- Understand the principles and techniques involved in buddying a colleague to develop their customer service skills
Build a customer service knowledge set Real unit · City & Guilds Limited
It teaches you to accurately record customer queries, develop appropriate responses, and effectively use a customer service knowledge base to resolve issues, thereby enhancing service delivery through knowledge management.
What you'll be able to do
- Input details of customer queries and requests accurately and develop appropriate responses
- Use a customer service knowledge base effectively to resolve customer issues
- Understand how to build a customer service knowledge set to improve service delivery
Carry out direct sales activities in a contact centre Real unit · City & Guilds Limited
You'll learn to carry out direct sales activities in a contact centre, including gathering customer information, conducting sales, maintaining accurate records, and complying with relevant regulations and legislation.
What you'll be able to do
- Gather information needed for direct sales activities in a contact centre, using appropriate questioning techniques.
- Carry out direct sales to customers through a contact centre, meeting sales targets and maintaining customer satisfaction.
- Keep direct sales records within a contact centre, ensuring accuracy and completeness.
- Comply with regulations and legislation during direct sales in a contact centre, adhering to legal and ethical guidelines.
- Understand how to conduct sales activities in a contact centre, including sales techniques and product knowledge.
Champion customer service Real unit · City & Guilds Limited
It teaches you to promote the importance of excellent customer service within an organisation. You'll gain skills to communicate benefits, provide advice on customer service issues, and foster a customer-centric culture to support organisational objectives.
What you'll be able to do
- Promote the importance and benefits of customer service within the organisation
- Provide advice and information to colleagues and customers on customer service issues
- Champion customer service to improve customer experience
Communicate information to customers through a contact centre Real unit · City & Guilds Limited
You'll learn to communicate effectively with customers referred by others in a contact centre, both verbally and in writing, while supporting colleagues and ensuring compliance with organisational communication guidelines.
What you'll be able to do
- Communicate verbally with customers referred by others in a contact centre, using appropriate language and tone.
- Communicate in writing with customers referred by others in a contact centre, ensuring clarity and accuracy.
- Support colleagues and monitor compliance with organisational communications guidelines in a contact centre, providing feedback and guidance.
- Understand the principles of communication with customers in a contact centre, including active listening and empathy.
Comply with health and safety procedures in a contact centre Real unit · City & Guilds Limited
This unit covers compliance with organisational health and safety procedures within a contact centre. You'll identify and minimise health and safety risks related to their job role and understand the fundamental principles of health and safety in this environment.
What you'll be able to do
- Comply with all relevant organisational health and safety procedures within a contact centre environment
- Minimise health and safety risks relating to the job role in a contact centre, taking appropriate preventative measures
- Understand the fundamental principles of health and safety as they apply to a contact centre environment.
Contribute to performance management in a contact centre Real unit · City & Guilds Limited
You'll learn to contribute to performance management in a contact centre by monitoring individual and team performance, identifying areas for improvement, and suggesting strategies to enhance efficiency and effectiveness.
What you'll be able to do
- Monitor individual and team performance in a contact centre, tracking key metrics and identifying areas for improvement.
- Contribute to the enhancement of performance in a contact centre, suggesting and implementing strategies to improve efficiency and effectiveness.
- Understand the principles and processes of performance management in a contact centre, including setting targets, providing feedback, and conducting appraisals.
Contribute to resource plan development in contact centre operations Real unit · City & Guilds Limited
It teaches you to contribute to contact centre resource planning by producing demand forecasts, analysing contact volume trends, and carrying out scheduling and staffing activities to ensure efficient operational management.
What you'll be able to do
- Produce demand forecasts for contacts handled by contact centres, using appropriate data and forecasting techniques.
- Carry out scheduling and staffing activities in a contact centre, taking into account factors such as workload, staff availability, and service level agreements.
- Understand how to develop a resource plan for contact centre operations, including the identification of resource requirements, allocation of resources, and monitoring of resource utilisation.
Contributing to the development and launch of new products and/or services Real unit · City & Guilds Limited
You'll gain an understanding of the product development process and contribute to the development and launch of new products and services by providing input and support to the team throughout the stages.
What you'll be able to do
- Understand the stages and key considerations within the product development process.
- Contribute to the development and launch of new products and/or services, providing input and support to the team.
Coordinate customer communication processes in a contact centre Real unit · City & Guilds Limited
It teaches you to coordinate customer communication processes by developing policies, supporting procedure creation, and enhancing customer service through effective communication strategies aligned with organisational objectives.
What you'll be able to do
- Develop customer communication policies within a contact centre, ensuring alignment with organisational objectives and regulatory requirements.
- Support the development of customer service procedures and guidelines for front line colleagues in a contact centre, ensuring clarity, consistency, and accessibility.
- Enhance customer service through effective customer communication strategies in a contact centre, monitoring and evaluating their impact on customer satisfaction.
- Understand the principles of managing communication with customers in a contact centre, including different communication channels, techniques, and best practices.
Deal with customers using bespoke software Real unit · City & Guilds Limited
You'll learn to prepare for and deliver customer service using bespoke software. This unit covers confirming software availability, gathering customer information, using software to address enquiries, and adhering to organisational guidelines for data handling and troubleshooting.
What you'll be able to do
- Prepare to deliver customer service using bespoke software, ensuring all necessary information is available
- Deliver customer service using bespoke software, adhering to organisational guidelines
- Understand how to deal with customers using bespoke software, including troubleshooting common issues
Deal with incidents through a contact centre Real unit · City & Guilds Limited
You'll develop the ability to deal with incidents through a contact centre by following established procedures. The unit covers recording incident details, escalating when necessary, and using communication systems to deploy incident management resources.
What you'll be able to do
- Deal with incidents through a contact centre, following established procedures.
- Use contact centre communications systems to deploy incident management resources effectively.
- Understand how to deal with incidents in a contact centre, including escalation procedures and relevant policies.
Develop personal and organisational effectiveness in a contact centre Real unit · City & Guilds Limited
You'll develop the ability to improve personal and organisational effectiveness in a contact centre by implementing strategies to enhance efficiency, productivity, and service quality, and by using feedback to inform improvements.
What you'll be able to do
- Improve performance in a contact centre by implementing strategies to enhance efficiency, productivity, and quality of service.
- Obtain feedback on work performance in a contact centre from various sources, including supervisors, colleagues, and customers.
- Use feedback to improve personal and organisational effectiveness in a contact centre, implementing action plans and monitoring progress.
- Understand the principles underpinning personal and organisational effectiveness in a contact centre, including time management, communication, and teamwork.
Develop working relationships with colleagues Real unit · City & Guilds Limited
This unit provides learners with knowledge and skills to establish and maintain professional, respectful working relationships with colleagues, demonstrating effective communication and identifying potential work-related difficulties in a hospitality environment.
What you'll be able to do
- Understand the benefits of working effectively with colleagues in a hospitality environment.
- Establish positive and productive working relationships with colleagues.
- Act in a professional and respectful manner when working with colleagues, demonstrating appropriate behaviour.
- Communicate effectively with colleagues, using appropriate methods and language.
- Identify potential work-related difficulties and explore solutions collaboratively with colleagues.
Develop your own customer service skills through self-study Real unit · City & Guilds Limited
It teaches you to develop their own customer service skills through self-study by identifying areas for improvement, utilising various learning methods and resources, and setting personal learning goals related to their job role.
What you'll be able to do
- Identify ways to learn more about customer service and their job role
- Utilise sources of self-development to extend their customer service skills and knowledge
- Understand how to develop their own customer service skills through self-study
Gather, analyse and interpret customer feedback Real unit · City & Guilds Limited
You'll plan, gather, analyse, and interpret customer feedback using appropriate methods and tools. The unit develops the ability to identify trends and improve customer service and organisational performance.
What you'll be able to do
- Plan to gather customer feedback using appropriate methods and tools
- Gather customer feedback effectively, ensuring a representative sample and unbiased responses
- Analyse and interpret customer feedback to identify trends, patterns, and areas for improvement
- Understand how to gather, analyse and interpret customer feedback to improve customer service and organisational performance
Handle referred customer complaints Real unit · City & Guilds Limited
You'll learn to investigate referred customer complaints thoroughly, implement appropriate resolutions, identify recurring issues, and recommend policy or procedural changes to improve complaint handling processes.
What you'll be able to do
- Investigate referred customer complaints thoroughly and objectively
- Take appropriate action to deal with referred customer complaints effectively
- Identify repeated customer complaints and recommend changes to policies and procedures to address them
- Understand the processes and protocols involved in handling referred customer complaints within the organisation
Handling objections and closing sales Real unit · City & Guilds Limited
This unit equips learners with knowledge and skills to handle sales objections by understanding common reasons, preparing responses, and applying various closing techniques to effectively finalise sales.
What you'll be able to do
- Understand the common reasons for sales objections and how to prepare for them
- Understand different techniques used to effectively close a sale
- Handle objections from potential customers in a professional and persuasive manner
- Close sales effectively, ensuring customer satisfaction and meeting sales targets.
IT Communication Fundamentals Real unit · City & Guilds Limited
You'll learn to select, access, and evaluate a variety of information sources, including internet-based resources, to meet specific needs. The unit also covers safe, responsible, and effective communication using IT tools.
What you'll be able to do
- Select a variety of information sources to meet specific needs.
- Use a variety of information sources to meet specific needs.
- Access Internet-based information.
- Search for Internet-based information.
- Select Internet-based information.
- Use Internet-based information.
- Evaluate the fitness for purpose of Internet-based information.
- Select IT tools to communicate and exchange information safely.
- Use IT tools to communicate and exchange information safely.
- Select IT tools to communicate and exchange information responsibly.
- Use IT tools to communicate and exchange information responsibly.
- Select IT tools to communicate and exchange information effectively.
- Use IT tools to communicate and exchange information effectively.
Lead a team to improve customer service Real unit · City & Guilds Limited
You'll learn to lead a team in improving customer service by planning and organising work, providing support and training, and reviewing team performance to foster effective and efficient customer service delivery.
What you'll be able to do
- Plan and organise the work of a team to ensure efficient and effective customer service
- Provide support for team members, offering guidance, training and encouragement to help them achieve their goals
- Review performance of team members, providing constructive feedback and identifying areas for improvement
- Understand how to lead a team to improve customer service, including setting clear goals, motivating team members and fostering a positive work environment
Lead direct sales activities in a contact centre team Real unit · City & Guilds Limited
This unit develops learners' ability to lead direct sales activities in a contact centre. You'll carry out sales, analyse sales data to identify trends, lead a sales team, and understand relevant legislation and organisational policies.
What you'll be able to do
- Carry out direct sales activities effectively in a contact centre environment.
- Analyse contact centre sales data to identify trends and opportunities.
- Lead a team involved in direct sales activities in a contact centre, providing guidance and support.
- Understand the different types of sales activities undertaken in a contact centre team and their purpose.
Leading a sales or marketing team Real unit · City & Guilds Limited
It teaches you to lead a sales or marketing team by setting measurable targets aligned with organisational goals. You'll learn to motivate team members through effective communication, monitor progress, and provide constructive feedback and recognition.
What you'll be able to do
- Set clear and measurable targets for the sales or marketing team, aligned with organisational objectives.
- Support the motivation of the sales or marketing team through effective communication, recognition, and development opportunities.
- Monitor and evaluate the progress of the sales or marketing team against agreed targets and provide constructive feedback.
Maintain customer service through effective handover Real unit · City & Guilds Limited
You'll learn to maintain customer service through effective handover within a team. The unit covers agreeing joint responsibilities, monitoring customer service actions, and understanding the importance of continuity in service delivery.
What you'll be able to do
- Agree joint responsibilities within a customer service team to ensure seamless service delivery
- Check that customer service actions are seen through by working together with colleagues, monitoring progress and addressing any issues
- Understand how to maintain customer service through effective handover, ensuring continuity of service and customer satisfaction
Maintain customer support operations in a contact centre Real unit · City & Guilds Limited
You'll be able to review customer contact activities using data analysis, handle customer complaints in line with procedures, ensure compliance with organisational and regulatory requirements, and understand management of contact centre operations.
What you'll be able to do
- Review customer contact activities in a contact centre, analysing data and identifying trends to improve customer service.
- Deal with customer complaints about customer contacts and/or products and/or services, following established procedures and ensuring customer satisfaction.
- Ensure compliance with organisational and regulatory requirements in a contact centre, adhering to policies and procedures.
- Understand the management of customer support in a contact centre, including the roles and responsibilities of different staff members.
Manage customer service delivery in a contact centre Real unit · City & Guilds Limited
You'll gain skills to manage customer service delivery in a contact centre, focusing on escalation processes for difficult issues, performance monitoring, and compliance with organisational and regulatory requirements. The unit includes analysing feedback and reviewing service effectiveness.
What you'll be able to do
- Manage escalation processes for difficult customer service issues in a contact centre, ensuring timely and appropriate resolution.
- Manage the monitoring of customer service performance and feedback in a contact centre, using data to identify areas for improvement.
- Review organisational and regulatory requirements for customer service delivery in a contact centre, ensuring compliance and best practice.
- Understand the management of customer service in contact centres, including strategies for improving customer satisfaction and efficiency.
Manage direct sales activities in a contact centre Real unit · City & Guilds Limited
You'll gain skills to manage direct sales activities in a contact centre by reviewing sales information and techniques, developing sales plans, and improving individual and team sales performance through coaching and feedback.
What you'll be able to do
- Review the use of sales information and sales techniques in a contact centre, identifying areas for improvement and optimisation.
- Develop plans for direct sales activities in a contact centre, incorporating market analysis, target setting, and resource allocation.
- Develop individual and team sales performance in a contact centre, providing coaching, mentoring, and performance feedback.
- Understand the management of sales activities in a contact centre, including sales processes, performance monitoring, and reporting.
Manage incidents referred to a contact centre Real unit · City & Guilds Limited
This unit covers managing incidents reported to a contact centre, including logging, prioritising, and escalating incidents. You'll learn to provide timely incident resolution, ensure customer satisfaction, and support colleagues in incident management using effective communication.
What you'll be able to do
- Manage incidents effectively through a contact centre, ensuring timely resolution and customer satisfaction.
- Provide support to colleagues on incident management in a contact centre, offering guidance, training, and resources.
- Understand how to manage incidents reported to a contact centre, including incident logging, prioritisation, and escalation procedures.
Manage or support equality of opportunity, diversity and inclusion in own area of responsibility Real unit · City & Guilds Limited
You'll understand equality legislation, codes of practice, and organisational policies, enabling them to communicate and monitor equality, diversity, and inclusion practices effectively within their area of responsibility.
What you'll be able to do
- Understand own responsibilities under current equality legislation, relevant codes of practice, and own organisation's policies and procedures.
- Effectively communicate the organisation’s written equality, diversity, and inclusion policy and procedures within own area of responsibility.
- Monitor equality, diversity, and inclusion practices within own area of responsibility and identify areas for improvement.
Manage own professional development within an organisation Real unit · City & Guilds Limited
It teaches you to manage their own professional development by assessing career goals, setting personal work objectives aligned with organisational aims, and producing, implementing, and monitoring a personal development plan.
What you'll be able to do
- Assess own career goals and personal development needs.
- Set personal work objectives that align with organisational objectives.
- Produce a personal development plan that identifies learning activities and resources.
- Implement own personal development plan, undertaking planned learning activities.
- Monitor own personal development plan, reviewing progress and making adjustments as necessary.
Manage own professional development within an organisation Real unit · City & Guilds Limited
You'll be able to assess their career goals through SWOT analysis, set SMART personal work objectives, produce and implement a personal development plan, and monitor progress to manage their professional development within an organisation.
What you'll be able to do
- Assess own career goals and personal development needs, identifying strengths, weaknesses, opportunities, and threats (SWOT analysis).
- Set personal work objectives that are specific, measurable, achievable, relevant, and time-bound (SMART).
- Produce a personal development plan that outlines the steps required to achieve personal work objectives.
- Implement and monitor own personal development plan, tracking progress and making adjustments as necessary.
Monitor health and safety procedures in a contact centre Real unit · City & Guilds Limited
It teaches you to monitor health and safety procedures in a contact centre by assessing risks, ensuring compliance, providing guidance, and understanding the principles underpinning health and safety in their work area.
What you'll be able to do
- Assess health and safety risks in a contact centre environment, identifying potential hazards.
- Monitor compliance with health and safety procedures in a contact centre, ensuring adherence to regulations.
- Provide guidance on health and safety matters in a contact centre to colleagues and visitors.
- Understand the principles underpinning health and safety in their area of work within a contact centre, including relevant legislation and best practice.
Monitor the quality of customer service transactions Real unit · City & Guilds Limited
It teaches you to prepare for and monitor the quality of customer service transactions, assess performance against standards, and provide constructive feedback to improve individual and team customer service delivery.
What you'll be able to do
- Prepare to monitor the quality of customer service transactions in line with organisational procedures
- Monitor the quality of customer service transactions against agreed standards
- Give constructive feedback on the quality of customer service transactions to improve performance
- Understand the methods used to monitor the quality of customer service transactions
- Understand the importance of monitoring the quality of customer service transactions
Negotiating, handling objections and closing sales Real unit · City & Guilds Limited
This unit provides learners with skills to handle objections, negotiate with customers, and close sales effectively. You'll prepare for objections, apply negotiation strategies, and complete sales agreements in a customer-centred manner.
What you'll be able to do
- Understand how to handle objections and negotiate with customers, recognising different objection types and negotiation strategies.
- Prepare for objections and negotiation with customers by gathering relevant information and developing appropriate responses.
- Handle objections effectively by addressing customer concerns, providing clear explanations, and offering suitable solutions.
- Negotiate with customers to reach mutually beneficial agreements, considering their needs and preferences.
- Close the sale following negotiation by confirming the agreement, processing the transaction, and providing after-sales support information.
Organise the delivery of reliable customer service Real unit · City & Guilds Limited
You'll develop the ability to plan, organise, and maintain reliable customer service delivery. This unit covers resource organisation, staff training, monitoring service quality, addressing issues, and using recording systems to ensure consistent and high-quality customer service.
What you'll be able to do
- Plan and organise the delivery of reliable customer service, ensuring consistent and high-quality service provision.
- Review and maintain customer service delivery, monitoring performance and addressing any issues that arise.
- Use recording systems to maintain reliable customer service, documenting interactions and tracking customer feedback.
- Understand how to organise the delivery of reliable customer service, considering resources, processes, and staff training.
Process customer service complaints Real unit · City & Guilds Limited
You'll develop the ability to recognise signs of potential customer complaints and apply organisational procedures to process complaints effectively. This unit covers identifying dissatisfaction indicators, managing complaints, and understanding the impact of unresolved issues on customer loyalty.
What you'll be able to do
- Recognise the signs that a query or problem is about to produce a complaint from a customer
- Deal with a complaint effectively, following organisational procedures and best practice
- Understand how to process customer service complaints in line with organisational policy
Supervise customer service activities in a contact centre team Real unit · City & Guilds Limited
You'll learn to supervise customer service activities in a contact centre, resolve service difficulties using problem-solving techniques, monitor performance and compliance, and understand customer service operations.
What you'll be able to do
- Resolve difficulties in customer service in a contact centre, using appropriate problem-solving techniques and communication skills.
- Monitor customer service performance and compliance with contact centre organisational and regulatory requirements, identifying areas for improvement.
- Understand customer service activities in contact centres, including the different types of customer interactions and the processes involved.
Support customers and colleagues when providing contact centre services Real unit · City & Guilds Limited
This unit develops learners' skills in communicating product and service information clearly to customers, monitoring compliance with organisational standards, and providing advice and support to colleagues within a contact centre setting.
What you'll be able to do
- Communicate information about products and/or services effectively to customers in a contact centre environment
- Monitor personal compliance with organisational requirements and procedures for all customer contacts
- Provide appropriate advice and support to colleagues within a contact centre
- Understand how to effectively support both colleagues and customers in a contact centre environment.
Support customers using on-line customer services Real unit · City & Guilds Limited
You'll be able to assess customers' digital litreacy and support needs, provide clear guidance during online service interactions, and respond accurately to queries to facilitate effective online customer service support.
What you'll be able to do
- Establish the type and level of support their customer needs to achieve on-line customer service success
- Support on-line customer service in conversation with their customer, providing clear and helpful guidance
- Understand how to support customers using on-line services to improve their experience
Support team use of contact centre systems and technology Real unit · City & Guilds Limited
It teaches you to support colleagues in using contact centre systems and technology. You'll produce reports, adjust system parametres to optimise performance, and report on potential system enhancements.
What you'll be able to do
- Provide guidance to colleagues on contact centre systems and technology, offering support and training as needed.
- Produce new reports in a contact centre, using data analysis tools and techniques to provide insights into performance.
- Adjust system parameters to optimise performance in a contact centre, ensuring that systems are running efficiently and effectively.
- Report on potential system enhancements in a contact centre, identifying opportunities to improve functionality and usability.
- Understand the use of systems and technology to support contact centre operations, including the different types of systems and their capabilities.
Using Collaborative Technologies Real unit · City & Guilds Limited
This unit equips learners to safely and securely plan, set up, and prepare collabourative technologies for use. You'll contribute to tasks using a range of collabourative IT tools while understanding data protection and secure practices.
What you'll be able to do
- Apply safe practices when working with collaborative technology.
- Apply secure practices when working with collaborative technology.
- Plan the use of IT tools for collaborative working.
- Set up IT tools for collaborative working.
- Plan the use of devices for collaborative working.
- Set up devices for collaborative working.
- Prepare collaborative technologies for use.
- Contribute to tasks using collaborative technologies.
Using Email Real unit · City & Guilds Limited
It teaches you to use email software effectively to compose, send, and manage messages. You'll develop skills in message formatting, correct use of email fields, attachment handling, and managing incoming emails.
What you'll be able to do
- Use e-mail software tools to compose clear and concise messages
- Use e-mail software tools to send messages to intended recipients
- Manage incoming e-mail effectively by using appropriate organisational techniques
- Manage incoming e-mail effectively by prioritising and responding to messages in a timely manner
Using the Internet Real unit · City & Guilds Limited
This unit provides learners with the skills to connect to the Internet and navigate webpages using browser software. You'll learn to search for information, communicate online, manage browser tools, and understand essential safety and security practices when working on the Internet.
What you'll be able to do
- Connect to the Internet using appropriate hardware and software
- Use browser software to navigate webpages effectively, utilising features such as bookmarks and history
- Use browser tools to search for information from the Internet, employing effective search strategies
- Use browser software to communicate information online, utilising email, instant messaging, and social media
- Understand the need for safety and security practices when working online, including password management and virus protection
Work with others to improve customer service Real unit · City & Guilds Limited
You'll develop the ability to collabourate effectively with colleagues to improve customer service, monitor personal and team performance, and implement strategies to enhance service delivery through teamwork and communication.
What you'll be able to do
- Improve customer service by working with others, contributing to a positive customer experience.
- Monitor their own performance when improving customer service, identifying areas for development.
- Monitor team performance when improving customer service, providing feedback and support.
- Understand how to work with others to improve customer service, including communication, collaboration, and problem-solving.
03The standards
The national standards these units are built against
What the job actually needs, in the words employers and awarding bodies already use for the work itself.
- Standard
Contribute to assessing workforce demand and supply
- Standard
Handle Customer Complaints
04Where it leads
The jobs these credits are mapped to
A qualification is never a dead end here. Each of these is a job record this qualification is a mapped route into.
- 1 record
- 1 record
- 1 record
- 3 records
- 1 record
- 2 records
Showing 6 roles, drawn from 44 job records mapped to this qualification. Near-identical records are folded together, and each row says how many it stands for.
Where this can lead
Associate Complaints Handler
This work can lead to handling more complex cases as a senior complaints specialist, or moving into process and root cause analysis as a complaints analyst.
See the whole journey05The credits
The credits, and who awards them
Level 3 credits are regulated, and they are awarded by City & Guilds Limited rather than by Zavmo. 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 have covered and what is next.
What you would be collecting
Bespoke SoftwareBuddy a colleague to develop their customer service skillsBuild a customer service knowledge setCarry out direct sales activities in a contact centreChampion customer serviceCommunicate information to customers through a contact centreComply with health and safety procedures in a contact centreContribute to performance management in a contact centre
Each one is a real unit registered against this qualification.
How you’d practise it
You don’t watch this. You do it.
You are not assessed on remembering this. You are assessed on applying it, analysing it, evaluating it and producing something. So that is what the practice is: projects, role play and your own live cases, with a tutor in the room.
The Coach · your practice partner Illustration The Coach You have to open the conversation in “Contribute to performance management in a contact centre”. Say the first line to me, exactly as you would say it to them.
You I wanted to have a quick chat about how things have been going recently.
The Coach That is the warning shot, and they will spend it worrying. Try the version that says what this is about in the first sentence.
- Rehearse the conversation Apply
“Contribute to performance management in a contact centre” is a conversation before it is a document. You have it with Zavmo playing the other person, badly at first, then again once you know what you actually want to say.
- Pitch it Evaluate
“Carry out direct sales activities in a contact centre” gets practised as a pitch. You make the case out loud, Zavmo asks the question the room would ask, and you make it again.
- Bring your own plan Create
For “Contribute to resource plan development in contact centre operations” you bring the plan you are actually working on, not a case study. Zavmo pulls on the assumptions in it until the weak one shows.
- Draft the real one Create
You do “Comply with health and safety procedures in a contact centre” on a real document of your own. Zavmo works on the draft you have to send anyway, so the coursework and the job are the same piece of work.
How you would learn this
One to one, on the work you already do
A tutor sets the task against your own job and marks the reasoning, at your pace. There is no cohort to fall behind.
A lesson from Bespoke Software, one of this qualification's own units.
Applied to your work in any of these jobs
Which job do you mean?
This unit equips learners with skills to use bespoke software for inputting, combining, organising, and modifying information. Learners will learn to validate data, follow organisational procedures, and exploit software functions to process and present information efficiently and accurately.
How the thinking builds
- 1 Remember
- 2 Understand
- 3 Apply
- 4 Analyse
- 5 Evaluate
- 6 Create
It is £70 a month, billed monthly. Your free first module is Future Fluency, and you can cancel any time. Teaching towards this qualification begins when you subscribe.
Built for City & Guilds Level 3 NVQ Diploma in Contact Centre Operations
43 units in this credential, in the order it lists them, awarded by City & Guilds Limited.
- Bespoke Software
- Buddy a colleague to develop their customer service skills
- Build a customer service knowledge set
- Carry out direct sales activities in a contact centre
- Champion customer service
- Communicate information to customers through a contact centre
and 37 more in the full unit list below.
Free tools
Want a read on where you stand?
Three free tools, no account needed. Each one ends with a role, a level and a way in.
Learned on your own work, taught one-to-one.
Everything you just read, learned one-to-one on the job you already do. Your free first module is Future Fluency, so you can see how the teaching works before you pay for anything.
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.
The title, level, credits, guided learning hours and unit learning outcomes on this page are taken from the Ofqual Register of Regulated Qualifications. Contains public sector information licensed under the Open Government Licence v3.0. Where this data comes from.