Awarding Body for Vocational Achievement (AVA) Ltd · RQF Level 2
BAA Level 2 Diploma In Public Services Operational Delivery
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 2
- Total credits37
- Guided learning171 hours
- Units in this qualification29
Awarded by Awarding Body for Vocational Achievement (AVA) Ltd · 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 Awarding Body for Vocational Achievement (AVA) Ltd 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.
Calculate correct amount of liabilities or entitlementsReal unit · Awarding Body for Vocational Achievement (AVA) Ltd
What you'll be able to do
- Calculate amounts liable or payable
- Complete records of calculations
- Understand the processes of calculating liabilities, entitlements and/or amounts to be paid
Carry out follow up activities for public service customersReal unit · Awarding Body for Vocational Achievement (AVA) Ltd
What you'll be able to do
- Understand how to carry out follow up activities
- Carry out follow up activities
- Refer customer to other services
Carry out public service visitsReal unit · Awarding Body for Vocational Achievement (AVA) Ltd
What you'll be able to do
- Understand the requirements of public service visits
- Carry out public service visits
- Report public service visit outcomes
Deal with customers by telephoneReal unit · Awarding Body for Vocational Achievement (AVA) Ltd
What you'll be able to do
- Use the telephone system effectively
- Plan and make focussed telephone calls to their customer
- Handle incoming calls effectively
- Know and understand how to competently deal with customers by telephone
Deal with customers face to faceReal unit · Awarding Body for Vocational Achievement (AVA) Ltd
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 · Awarding Body for Vocational Achievement (AVA) Ltd
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
Deal with customers using bespoke softwareReal unit · Awarding Body for Vocational Achievement (AVA) Ltd
What you'll be able to do
- Prepare to deliver customer service using bespoke software
- Deliver customer service using bespoke software
- Understand how to deal with customers using bespoke software
Deal with disorderly and aggressive behaviourReal unit · Awarding Body for Vocational Achievement (AVA) Ltd
What you'll be able to do
- Deter adverse behaviour through visible security presence
- Deal with adverse behaviour
Deal with gaps, errors and irregularities in informationReal unit · Awarding Body for Vocational Achievement (AVA) Ltd
What you'll be able to do
- Understand how to deal with gaps, errors and irregularities in information
- Review, identify and take action on information issues
- Refer cases with gaps, errors or irregularities to the relevant authority
Deliver customer service to difficult customersReal unit · Awarding Body for Vocational Achievement (AVA) Ltd
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
Inform the customer of the debt or entitlementReal unit · Awarding Body for Vocational Achievement (AVA) Ltd
What you'll be able to do
- Communicate factually correct information unambiguously
- Complete records of communications
- Understand how to inform the customer of liabilities and/or amounts to be paid
Maintain competence, knowledge and standards of conduct in public serviceReal unit · Awarding Body for Vocational Achievement (AVA) Ltd
What you'll be able to do
- Comply with the professional development programme
- Understand the principles of professional development
- Meet the organisation’s required standards of conduct
- Understand the organisation’s policies, principles and procedures for standards of conduct in public service
- Adhere to the organisation’s procedures
Maintain data security in own area of responsibilityReal unit · Awarding Body for Vocational Achievement (AVA) Ltd
What you'll be able to do
- Understand the organisation’s data security policies and procedures
- Understand how and why data is protected in the organisation
- Understand how to share information securely
- Understand how to send information securely
- Understand how to dispose of documents and ICT securely
- Comply with data security polices and procedures
Maintain personal security and safety, and be alert to the security of othersReal unit · Awarding Body for Vocational Achievement (AVA) Ltd
What you'll be able to do
- Understand the requirements for maintaining personal safety and security and being alert to the security of others
- Manage personal security and safety
- Contribute to maintaining the security of colleagues and premises
Operating credit control proceduresReal unit · Awarding Body for Vocational Achievement (AVA) Ltd
What you'll be able to do
- Identify non payment
- Take appropriate action with non payment
- Comply with all codes, laws and regulatory requirements
Plan public service visitsReal unit · Awarding Body for Vocational Achievement (AVA) Ltd
What you'll be able to do
- Understand the requirements of the public service visit
- Develop public service visit plans
Process information about customersReal unit · Awarding Body for Vocational Achievement (AVA) Ltd
What you'll be able to do
- Collect information about customers
- Select and retrieve information about customers
- Supply information about customers
- Understand how to process customer service information
Processing customers’ financial transactionsReal unit · Awarding Body for Vocational Achievement (AVA) Ltd
What you'll be able to do
- Deal with customer transactions and documentation
- Comply with all codes, laws and regulatory requirements
Promote additional services or products to customersReal unit · Awarding Body for Vocational Achievement (AVA) Ltd
What you'll be able to do
- Identify additional services or products that are available
- Inform customers about additional services or products
- Gain customer commitment to using additional services or products
- Understand how to promote additional services or products to customers
Provide interpretative technical advice and guidance in complex public service casesReal unit · Awarding Body for Vocational Achievement (AVA) Ltd
What you'll be able to do
- Understand how to research and interpret technical information for recipients in line with organisational policies
- Provide advice and guidance in complex cases
Provide technical advice and guidance to customersReal unit · Awarding Body for Vocational Achievement (AVA) Ltd
What you'll be able to do
- Communicate with others verbally and in writing
- Understand the principles to be applied to providing technical advice and guidance
Recognise diversity when delivering customer serviceReal unit · Awarding Body for Vocational Achievement (AVA) Ltd
What you'll be able to do
- Respect customers as individuals and promote equality in customer service
- Adapt customer service to recognise the different needs and expectations of diverse groups of customers
- Understand how to recognise diversity when delivering customer service
Resolve customer service problemsReal unit · Awarding Body for Vocational Achievement (AVA) Ltd
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
Search databases and sources of informationReal unit · Awarding Body for Vocational Achievement (AVA) Ltd
What you'll be able to do
- Understand the principles of identifying and obtaining information
- Obtain and validate information
- Report information to relevant parties within the timescale of the task
Support customer service improvementsReal unit · Awarding Body for Vocational Achievement (AVA) Ltd
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 customers using self-service technologyReal unit · Awarding Body for Vocational Achievement (AVA) Ltd
What you'll be able to do
- Identify the type of help needed by a customer using self-service technology
- Assist a customer using self-service technology
- Understand how to support customers using self-service technology
Use questioning techniques when delivering customer serviceReal unit · Awarding Body for Vocational Achievement (AVA) Ltd
What you'll be able to do
- Establish rapport and identify customer concerns
- Seek detailed information from customers using questioning techniques
- Understand how to use questioning techniques when delivering customer service
Work as a team member to deliver public serviceReal unit · Awarding Body for Vocational Achievement (AVA) Ltd
What you'll be able to do
- Carry out responsibilities within the team according to procedures and the requirements of tasks
- Understand the principles of team working
- Support colleagues within the team to complete tasks
Work safely in public serviceReal unit · Awarding Body for Vocational Achievement (AVA) Ltd
What you'll be able to do
- Carry out working practices in accordance with legal and organisational requirements
- Maintain a healthy and safe working environment
- Understand the policies and requirements of safe working
The honest bit
You’ve started things before
Most courses were built for a room full of people who aren’t you. A cohort moves on whether or not your week allowed it, and by the third week the thing you’re behind on becomes the reason you stop opening it.
There’s no cohort here, and no timetable to fall behind. Before anything starts, Zavmo asks when you’re sharpest and how long you can realistically sit down for, then builds the sessions around those answers. A bad fortnight changes your pace. It doesn’t put you behind.
And you only pay once you start learning. Searching and planning are free, and you can cancel any time — so the cost of finding out is an afternoon, not a year.
Your passport
Every credit is a stamp you keep
Level 2 credits are regulated. They don’t vanish when a subscription ends or a website closes. They travel to any employer, and Zavmo keeps the map of what you’ve earned and what’s next.
Each stamp is a real unit registered against this qualification.
Who’d teach you this
The Evidence Evaluator
Assessor
Helps you show what you can actually do, gathering the evidence that proves it as you learn.
Meet all twelve tutorsWhere this connects
Where these credits take you
A qualification is never a dead end here. See the jobs its credits open, the national occupational standards its units map to, and the future skills they quietly build.
- Communicate Clearly: Write Effective Customer Communications
- Contribute to maintaining the security of individuals and property
- Deal with customers by telephone
- Deal with disorderly and aggressive behaviour
- Maintain Professional Standards and Service
- Maintain confidentiality and security of information
- Maintain personal security and safety, and be alert to the security of others
- Maintain security when carrying out remote monitoring activities
Skills it covers
What the job actually needs. These are the standards the units are built against, in the words employers and awarding bodies already use for the work itself.
How you’ll actually learn this
One-to-one, on your own real work
A qualification is usually something done to you: sit the class, sit the exam, hope it sticks. Here it’s the opposite. You learn it one-to-one with a companion, on your own real work, and you keep going until you can use it, not just recall it.
Applied to your own work
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for BAA Level 2 Diploma In Public Services Operational Delivery
29 units in this credential, in the order it lists them, awarded by Awarding Body for Vocational Achievement (AVA) Ltd.
- Calculate correct amount of liabilities or entitlements
- Carry out follow up activities for public service customers
- Carry out public service visits
- Deal with customers by telephone
- Deal with customers face to face
- Deal with customers in writing or electronically
and 23 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.