City & Guilds Limited · RQF Level 3
City & Guilds Level 3 Award In Management of Volunteers
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 3
- Total credits6
- Guided learning24 hours
- Units in this qualification28
Awarded by City & Guilds Limited · on the Ofqual register
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What you’ll learn
What each unit actually teaches you to do
ILM Level 3 Management of Volunteers qualification is ideal for a first management role in the third sector, or a manager who wants specific skills managing volunteers.
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.
Address performance problems affecting team membersReal unit · City & Guilds Limited
This unit provides learners with knowledge of legal, regulatory, organisational, and ethical frameworks related to performance management. You'll identify and address performance problems while ensuring compliance with relevant requirements.
What you'll be able to do
- Understand the legal requirements concerning performance management of team members.
- Understand industry regulations concerning performance management of team members.
- Understand organisational policies concerning performance management of team members.
- Understand professional codes of conduct concerning performance management of team members.
- Identify performance problems affecting individual team members.
- Discuss identified performance problems constructively with the relevant team members.
- Set a clear and actionable course of action to address identified performance problems with team members.
Analyse the market in which your organisation operatesReal unit · City & Guilds Limited
You'll gain skills to analyse the market in which their organisation operates. This includes analysing customer needs, using research tools and techniques, and communicating findings to inform managerial decisions.
What you'll be able to do
- Analyse customers’ needs within the market
- Analyse the market using appropriate research tools and techniques
- Communicate research findings effectively to inform managerial decisions
Build, support and manage a teamReal unit · City & Guilds Limited
This unit develops learners' ability to build, support, and manage teams. You'll understand team purposes, select and induct members, support team development, manage performance, and understand team disbandment processes.
What you'll be able to do
- Understand the purpose of a team within an organisation.
- Understand the required attributes of a successful team.
- Select team members whose skills and attributes match the team's requirements.
- Induct new team members into their roles.
- Communicate the roles and responsibilities of each team member.
- Understand how to support the ongoing development of a team.
- Manage the performance of a team to achieve its objectives.
- Understand how to disband a team effectively.
- Understand how to disband a team.
Communicate information and knowledgeReal unit · City & Guilds Limited
You'll learn to communicate information and knowledge effectively. This includes identifying information needs, assessing reliability, selecting appropriate communication methods, and adapting techniques based on audience response.
What you'll be able to do
- Identify the information required for communication, and assess its reliability
- Understand a range of communication techniques and methods
- Communicate information and knowledge using appropriate techniques and methods for the given context
- Adapt communication techniques and methods according to target audience response to ensure effective communication
Develop working relationships with colleaguesReal unit · City & Guilds Limited
It teaches you to develop positive working relationships with colleagues by understanding teamwork benefits, effective communication, and professional behaviour. You'll demonstrate active listening and identify potential work-related difficulties.
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 working relationships with colleagues and stakeholdersReal unit · City & Guilds Limited
You'll understand how to identify stakeholders and their relevance to an organisation. The unit covers establishing effective working relationships with colleagues and stakeholders, fostering trust and mutual respect through appropriate communication techniques.
What you'll be able to do
- Identify stakeholders and their relevance to an organisation
- Understand how to establish effective working relationships with colleagues and stakeholders
- Create an environment of trust and mutual respect with colleagues and stakeholders
Develop, maintain and review personal networksReal unit · City & Guilds Limited
You'll understand the benefits of networking and data privacy. They will develop, maintain, and review personal networks to support professional development and access new opportunities.
What you'll be able to do
- Understand the benefits of developing and maintaining personal networks for professional development.
- Understand the importance of data privacy and confidentiality when networking.
- Develop a personal network of contacts relevant to professional goals.
- Maintain regular contact with members of a personal network.
- Review networking relationships to ensure they remain beneficial and relevant.
Ensure compliance with legal, regulatory, ethical and social requirementsReal unit · City & Guilds Limited
It teaches you to ensure compliance with legal, regulatory, ethical, and social requirements within their area of responsibility. You'll monitor compliance, identify non-compliance, and recommend improvements.
What you'll be able to do
- Monitor the operational compliance of procedures in meeting legal, regulatory, ethical and social requirements.
- Identify areas of non-compliance with procedures for legal, regulatory, ethical and social requirements relating to own area of responsibility.
- Make recommendations on areas of non-compliance with procedures for legal, regulatory, ethical and social requirements relating to own area of responsibility.
Lead and manage meetingsReal unit · City & Guilds Limited
This unit covers the skills required to lead and manage meetings effectively. You'll prepare meeting agendas, manage procedures, chair meetings to encourage participation, and undertake post-meeting tasks to ensure objectives are met.
What you'll be able to do
- Prepare effectively to lead a meeting, ensuring all necessary arrangements are in place
- Manage meeting procedures efficiently, adhering to agreed protocols
- Chair a meeting effectively, guiding discussions and ensuring all participants have an opportunity to contribute
- Undertake post-meeting tasks promptly and accurately, including documenting outcomes and distributing information
Make effective decisionsReal unit · City & Guilds Limited
This unit equips learners with decision-making skills. You'll identify situations requiring decisions, collect and analyse relevant information, and make informed decisions in a timely manner.
What you'll be able to do
- Identify circumstances within the workplace that require a decision to be made.
- Collect relevant information to inform the decision-making process.
- Analyse the collected information to inform the decision-making process.
- Make an effective and justifiable decision based on the available information.
Manage conflict in a teamReal unit · City & Guilds Limited
This unit equips learners with skills to manage conflict within a team by supporting role clarity, minimising conflict, encouraging self-resolution, and understanding relevant legal and organisational requirements.
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 customer service in own area of responsibilityReal unit · City & Guilds Limited
You'll learn to establish and communicate measurable customer service standards within their area of responsibility. The unit includes supporting staff to meet standards and monitoring customer service performance and related processes.
What you'll be able to do
- Establish and communicate measurable customer service standards for own area of responsibility, ensuring they are clear, achievable, and aligned with organisational goals.
- Support staff in meeting customer service standards, providing guidance, training, and resources to enable them to deliver excellent customer service.
- Monitor and evaluate customer service performance, systems and processes, using appropriate metrics and feedback mechanisms to identify areas for improvement.
Manage knowledge in own area of responsibilityReal unit · City & Guilds Limited
You'll develop knowledge and skills to manage knowledge within their area of responsibility. This includes understanding existing practices, developing and sharing knowledge resources, and evaluating knowledge management effectiveness.
What you'll be able to do
- Understand existing knowledge management practices in own area of responsibility.
- Develop knowledge resources and strategies to improve performance.
- Share knowledge effectively with colleagues and stakeholders.
- Monitor and evaluate the effectiveness of knowledge management in own area of responsibility.
Manage or support equality of opportunity, diversity and inclusion in own area of responsibilityReal unit · City & Guilds Limited
This unit provides knowledge of equality legislation, codes of practice, and organisational policies. You'll be able to communicate and monitor equality, diversity, and inclusion practices 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 organisationReal unit · City & Guilds Limited
It teaches you to manage their own professional development by assessing career goals, setting SMART objectives, and producing a personal development plan. You'll implement and monitor their plan to support career progression 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.
Manage personal developmentReal unit · City & Guilds Limited
It teaches you to manage their personal development by identifying performance requirements, monitoring progress against objectives, recognising skills gaps, and implementing and assessing their own development plans.
What you'll be able to do
- Identify and agree performance requirements of own work role, ensuring clarity and alignment with organisational goals.
- Measure and track progress against objectives, using appropriate metrics and monitoring systems.
- Identify gaps in skills and knowledge in own performance, recognising areas for development and improvement.
- Carry out and assess activities within own development plan, evaluating the effectiveness of learning and development initiatives.
Manage risk in relation to volunteersReal unit · City & Guilds Limited
You'll understand how to manage risk in relation to volunteers. This includes understanding risk management policies, conducting and evaluating risk assessments, auditing volunteer skills, and enabling staff to manage risks effectively.
What you'll be able to do
- Understand how risk management impacts upon a volunteering policy within an organisation.
- Carry out a risk assessment related to volunteer activities.
- Evaluate the effectiveness of a risk assessment related to volunteer activities.
- Audit the skills of volunteers in relation to the organisation's goals and objectives.
- Enable staff to assess and manage risk when working directly with volunteers.
Managing volunteer agreementsReal unit · City & Guilds Limited
You'll understand the distinctions between volunteer and employee relationships, including legal rights and responsibilities. The unit covers good practice in volunteer recruitment and agreements to support effective volunteer management.
What you'll be able to do
- Understand the difference between volunteer and employee relationships, including legal rights, responsibilities, and management approaches.
- Understand good practice in the recruitment process for volunteers, including role descriptions, application forms, interviews, and background checks.
- Understand good practice in volunteer agreements, including outlining roles, responsibilities, expectations, and support arrangements.
Participate in meetingsReal unit · City & Guilds Limited
This unit equips learners to prepare for, participate in, and follow up on meetings effectively. You'll contribute constructively, support decision-making, and communicate relevant information to stakeholders.
What you'll be able to do
- Prepare effectively for a meeting, considering the agenda and required information
- Participate actively and constructively in a meeting, contributing to discussions and decision-making
- Communicate relevant information clearly and concisely to relevant stakeholders after the meeting
Plan, allocate and monitor work in own area of responsibilityReal unit · City & Guilds Limited
You'll learn to plan, allocate, and monitor work within their area of responsibility. This includes creating work plans aligned with organisational objectives, delegating tasks, providing feedback, and reviewing and adapting plans as needed.
What you'll be able to do
- Produce a comprehensive work plan for own area of responsibility, aligned with organisational objectives.
- Allocate tasks and agree clear responsibilities with team members, ensuring effective delegation.
- Monitor the progress and quality of work within own area of responsibility, providing constructive feedback to team members.
- Review and amend plans of work for own area of responsibility in response to changing circumstances, and communicate these changes effectively.
Plan, allocate and monitor work of a teamReal unit · City & Guilds Limited
You'll learn to plan, allocate, and monitor team work effectively. This includes defining objectives, assigning tasks based on skills, managing team members, evaluating performance, and improving overall team effectiveness.
What you'll be able to do
- Plan work activities effectively for a team, taking into account team objectives and individual skills.
- Allocate work across a team, ensuring fair distribution and appropriate task assignment.
- Manage team members effectively to achieve team objectives, providing guidance and support as needed.
- Monitor and evaluate the performance of team members against agreed targets and standards.
- Implement strategies to improve the overall performance of a team, addressing any identified weaknesses or areas for development.
Promote volunteering within your organisation and to volunteersReal unit · City & Guilds Limited
You'll understand the importance of promoting volunteering within an organisation. The unit covers strategies to promote volunteering to key personnel and ways to support volunteers effectively within the organisation.
What you'll be able to do
- Understand the need to promote volunteering within the organisation
- Promote volunteering to key people in the organisation
- Help people in the organisation support volunteers
Provide leadership and direction for own area of responsibilityReal unit · City & Guilds Limited
It teaches you to provide leadership and direction within their area of responsibility. You'll set objectives, communicate direction, collect feedback for improvement, and assess their own leadership performance.
What you'll be able to do
- Lead effectively in own area of responsibility.
- Provide clear direction and set achievable objectives in own area of responsibility.
- Communicate the direction for own area of responsibility clearly and concisely, and collect feedback to inform improvement.
- Assess own leadership performance against agreed criteria and identify areas for development.
Set objectives and provide support for team membersReal unit · City & Guilds Limited
It teaches you to set objectives and provide support for team members. You'll communicate team purpose, develop plans collabouratively, support members in identifying opportunities, and monitor progress.
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
Supervise and support volunteersReal unit · City & Guilds Limited
You'll develop knowledge and skills to supervise and support volunteers. This includes encouraging volunteer development, providing appropriate support, evaluating volunteer activities constructively, and communicating feedback effectively.
What you'll be able to do
- Encourage the development of volunteers
- Provide appropriate and effective support to volunteers
- Evaluate volunteer activities and achievements in a constructive manner
- Understand how to communicate and exchange feedback with volunteers
Support individuals to develop and take responsibility for their performanceReal unit · City & Guilds Limited
It teaches you to support individuals in developing and taking responsibility for their performance. You'll agree development needs, assist in creating and implementing development plans, and evaluate progress against agreed goals.
What you'll be able to do
- Agree performance development needs with an individual
- Understand how to help an individual create a development plan
- Support an individual in implementing their development plan
- Evaluate an individual’s progress against a development plan and provide feedback for continual performance improvement
Support learning and development within own area of responsibilityReal unit · City & Guilds Limited
You'll learn to support learning and development within their area of responsibility. The unit covers identifying learning needs, fostering a supportive environment, assisting colleagues in applying learning, and evaluating learning outcomes.
What you'll be able to do
- Identify the learning needs of colleagues in own area of responsibility, considering their roles and development goals.
- Understand how to develop a supportive and effective learning environment in own area of responsibility, promoting engagement and knowledge sharing.
- Support colleagues in their learning and its practical application within the workplace.
- Evaluate learning outcomes and identify future learning and development opportunities for colleagues.
Support team members in identifying, developing and implementing new ideasReal unit · City & Guilds Limited
You'll learn to support team members in generating, developing, and implementing new ideas. This includes fostering creativity, assessing idea viability, and guiding effective implementation within the organisation.
What you'll be able to do
- Develop team ideas to foster innovation.
- Develop the creativity of team members through appropriate techniques.
- Assess the viability of team members’ ideas, considering practical and resource implications.
- Support team members to implement ideas, providing guidance and resources.
- Implement team ideas effectively within the organisation.
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.
Address performance problems affecting team membersAnalyse the market in which your organisation operatesBuild, support and manage a teamCommunicate information and knowledgeDevelop working relationships with colleaguesDevelop working relationships with colleagues and stakeholdersDevelop, maintain and review personal networksEnsure compliance with legal, regulatory, ethical and social requirements
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.
City & Guilds Level 3 Award In Management of Volunteers
- Develop and maintain partnership working to support your volunteering strategy
- Develop productive working relationships with volunteers and other stakeholders
- Enable Volunteers to Learn in Groups
- Ensure the voluntary or community organisation operates in an effective, responsible and accountable manner
- Help address problems affecting volunteers
- Identify, assess and control health and safety risks
- Lead and participate in meetings involving volunteers
- Lead meetings
Where this can lead
Director, Ethics & Compliance Training
This Director role is a pivotal step for someone who wants to genuinely shape an organisation's ethical backbone and protect its future. It's challenging, demanding, but ultimately, incredibly impactful. If you're ready to lead, innovate, and make a real difference at an enterprise level, we'd love to hear from you.
See the whole journey →Opens the roleDirector, Ethics & Compliance TrainingOne of the jobs this qualification is a route intoSee the role →Opens the roleCompliance Training Program ManagerOne of the jobs this qualification is a route intoSee the role →Opens the roleCommunity & Knowledge SpecialistOne of the jobs this qualification is a route intoSee the role →Opens the roleDirector, Global Compliance & Ethics TrainingOne of the jobs this qualification is a route intoSee the role →Opens the roleChief Learning & Compliance Officer (CLCO)One of the jobs this qualification is a route intoSee the role →Opens the roleSenior Social Value OfficerOne of the jobs this qualification is a route intoSee the role →Future FluencyAll ten future skillsSee how every unit is contextualised by the tenExplore →
Showing 6 roles, drawn from 13 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.
Develop and maintain partnership working to support your volunteering strategyDevelop productive working relationships with volunteers and other stakeholdersEnable Volunteers to Learn in GroupsEnsure the voluntary or community organisation operates in an effective, responsible and accountable mannerHelp address problems affecting volunteersIdentify, assess and control health and safety risksLead and participate in meetings involving volunteersLead meetingsManage and continuously develop your own and others’ capacity for managing volunteersManage and continuously develop your resources for managing volunteersManage information for volunteering activitiesPlan, organise and monitor volunteering activitiesPromote compliance with organisational responsibilityPromote volunteering within your organisationWork with teams and agencies to review progress
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.
One-to-one, on your real workNo lectures, no past-papers. Every unit is practised on the actual tasks your job throws at you, a tutor beside you, not a video in front of you.
Taught to the top, not the testMost courses stop at remembering. Your companion keeps climbing: analysing, judging, creating. That’s the part a machine can’t do for you.
Credits you keep, a map that continuesEvery unit is regulated and yours for good. The day you finish, Zavmo already knows the next role your new credits open.
Applied to your work in any of these jobs
Which job do you mean?
This unit provides learners with knowledge of legal, regulatory, organisational, and ethical frameworks related to performance management. Learners will identify and address performance problems while ensuring compliance with relevant requirements.
How the thinking builds
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for City & Guilds Level 3 Award In Management of Volunteers
28 units in this credential, in the order it lists them, awarded by City & Guilds Limited.
- Address performance problems affecting team members
- Analyse the market in which your organisation operates
- Build, support and manage a team
- Communicate information and knowledge
- Develop working relationships with colleagues
- Develop working relationships with colleagues and stakeholders
and 22 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
Why this matters: AI can already remember and understand for you. What it can’t do is
take your real problem and judge the right call. So the only learning worth paying
for is the learning that takes you to the top. That’s exactly what a tutor doing it with
you, on your real work, is for.
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.