Cambridge OCR · RQF Level 3
OCR Level 3 Diploma in Employment Related Services (QCF)
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 3
- Total credits37
- Units in this qualification46
Awarded by Cambridge OCR · 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 Cambridge OCR registers against this qualification. It is a catalogue, not a syllabus. Which of them you take depends on the combination the qualification requires, and that is set by the awarding body rather than by us. Every unit here is regulated, and every one you earn is yours to keep.
Assist advice and guidance clients to decide on a course of actionReal unit · Cambridge OCR
What you'll be able to do
- Assist clients to clarify their requirements
- Negotiate boundaries with clients
- Assist clients to review and prioritise their decisions
- Assist clients select a course of action
- Understand the importance of autonomy for the client
Assist clients through advice and guidance to review their achievement of a course of actionReal unit · Cambridge OCR
What you'll be able to do
- Understand a range of methods to review achievements
- Review progress with clients
- Review the key objectives and stages of the course of action
Build and maintain effective customer relationsReal unit · Cambridge OCR
What you'll be able to do
- Establish effective customer relations
- Maintain and develop effective customer relations
- Understand how to build and maintain customer relations
Carry out direct sales activities in a contact centreReal unit · Cambridge OCR
What you'll be able to do
- Gather the information needed to effectively carry out direct sales activities within a contact centre environment
- Carry out direct sales to customers effectively and professionally through a contact centre
- Accurately and comprehensively keep direct sales records within a contact centre, adhering to organisational procedures
- Comply with relevant regulations and legislation during all direct sales activities in a contact centre
- Understand how to conduct sales activities effectively and ethically in a contact centre environment
Communicate effectively with customersReal unit · Cambridge OCR
What you'll be able to do
- Communicate effectively with customers
- Understand how to communicate effectively with customers
Communicate in a business environmentReal unit · Cambridge OCR
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 of feedback in developing communication skills
- Plan communication
- Communicate in writing
- Communicate verbally
- Identify and agree ways of developing communication skills
Communicate information to customers through a contact centreReal unit · Cambridge OCR
What you'll be able to do
- Communicate verbally with customers referred by others in a contact centre
- Communicate in writing with customers referred by others in a contact centre
- Support colleagues and monitor compliance with organisational communications guidelines in a contact centre
- Understand the principles of communication with customers in a contact centre
Deal with customers face to faceReal unit · Cambridge OCR
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
Deliver customer service through a contact centreReal unit · Cambridge OCR
What you'll be able to do
- Establish rapport with customers in a contact centre
- Support customer service delivery through a contact centre
- Deliver customer service in a contact centre
- Understand customer service in contact centres
Deliver, monitor and evaluate customer service to internal customersReal unit · Cambridge OCR
What you'll be able to do
- Understand the meaning of internal customer
- Know the types of products and services relevant to internal customers
- Understand how to deliver customer service that meets or exceeds internal customer expectations
- Understand the purpose of quality standards and timescales for delivering customer service
- Understand how to deal with internal customer service problems
- Understand how to monitor and evaluate internal customer service and the benefits of this
- Build positive working relationships with internal customers
- Deliver customer services to agreed quality standards a
Develop interactions with advice and guidance clientsReal unit · Cambridge OCR
What you'll be able to do
- Enable clients to explore their issues
- Sustain interactions with clients
- Bring interactions to a close
Develop working relationships with colleaguesReal unit · Cambridge OCR
What you'll be able to do
- Understand the benefits of working with colleagues.
- Establish working relationships with colleagues.
- Act in a professional and respectful manner when working with colleagues.
- Communicate with colleagues.
- Identify potential work-related difficulties and explore solutions.
Develop working relationships with colleagues and stakeholdersReal unit · Cambridge OCR
What you'll be able to do
- Identify stakeholders and their relevance to an organisation.
- Understand how to establish 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 · Cambridge OCR
What you'll be able to do
- Understand the benefits of networking and the need for data privacy.
- Develop a personal network of contacts.
- Review networking relationships.
Engage learners in the learning and development processReal unit · Cambridge OCR
What you'll be able to do
- Understand principles and purpose of engaging learners in learning and development
- Understand the role of mentoring in facilitating learning
- Assist and engage the learner in the learning and development process
- Assist the learner in reviewing their own progress
Ensure compliance with legal, regulatory, ethical and social requirementsReal unit · Cambridge OCR
What you'll be able to do
- Monitor the operational compliance of procedures in meeting legal, regulatory, ethical and social requirements.
- Identify and make recommendations on areas of non-compliance with procedures for legal, regulatory, ethical and social requirements relating to own area of responsibility.
Establish communication with clients for advice and guidanceReal unit · Cambridge OCR
What you'll be able to do
- Understand the factors that contribute to effective communication with clients
- Establish effective communication with clients
- Understand how to minimise difficulties when communicating with clients
- Minimise difficulties in communication
Facilitate learning and development for individualsReal unit · Cambridge OCR
What you'll be able to do
- Understand principles and practices of one to one learning and development
- Facilitate one to one learning and development
- Be able assist individual learners in applying new knowledge and skills in practical contexts
- Assist individual learners in reflecting on their learning and/or development
Facilitate learning and development in groupsReal unit · Cambridge OCR
What you'll be able to do
- Understand principles and practices of learning and development in groups
- Facilitate learning and development in groups
- Assist groups to apply new knowledge and skills in practical contexts
- Assist learners to reflect on their learning and development undertaken in groups
Facilitate learning in groupsReal unit · Cambridge OCR
What you'll be able to do
- Manage group dynamics
- Establish and maintain effective communication with group members
- Facilitate collabourative learning
- Enable individuals to reflect on the way in which they have been learning and participating in the group
Generating and qualifying sales leadsReal unit · Cambridge OCR
What you'll be able to do
- Understand the practices, legislation, regulation and codes of practice that relate to generating and qualifying sales leads within a specific industry or sector.
- Understand the end-to-end process of generating sales leads, including identifying potential customers, and qualifying those leads to determine their suitability.
- Prospect for customers using a range of techniques, adhering to relevant legislation and ethical guidelines.
Identify individual learning and development needsReal unit · Cambridge OCR
What you'll be able to do
- Understand the principles and practices of learning needs analysis for individuals
- Conduct learning needs analysis for individuals
- Agree individual learning and development needs
Interact with clients using a range of mediaReal unit · Cambridge OCR
What you'll be able to do
- Establish interaction with clients using a range of media
- Deal with problems maintaining interactions
- Provide information and focus on the clients’ requirements
- Understand how to communicate using a range of media
- Identify risks to the client
Lead direct sales activities in a contact centre teamReal unit · Cambridge OCR
What you'll be able to do
- Carry out sales activities in a contact centre
- Analyse contact centre sales data
- Lead a team involved in direct sales activities in a contact centre
- Understand sales activities in a contact centre team
Liaise with other servicesReal unit · Cambridge OCR
What you'll be able to do
- Understand the process for liaising with other services
- Establish procedures for exchanging information with other services
- Provide information to other services
- Obtain information from other services
Make effective decisionsReal unit · Cambridge OCR
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 or support equality of opportunity, diversity and inclusion in own area of responsibilityReal unit · Cambridge OCR
What you'll be able to do
- Understand own responsibilities under equality legislation, relevant codes of practice and own organisational policies.
- Communicate an organisation’s written equality, diversity and inclusion policy and procedures in own area of responsibility.
- Monitor equality, diversity and inclusion within own area of responsibility.
Manage own performance in a business environmentReal unit · Cambridge OCR
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
Manage own professional development within an organisationReal unit · Cambridge OCR
What you'll be able to do
- Assess own career goals and personal development.
- Set personal work objectives.
- Produce a personal development plan.
- Implement and monitor own personal development plan.
Manage personal case loadReal unit · Cambridge OCR
What you'll be able to do
- Maintain case notes
- Review personal case load
- Understand factors that affect case loads
- Establish priorities for dealing with personal case load
Negotiate on behalf of advice and guidance clientsReal unit · Cambridge OCR
What you'll be able to do
- Understand the main points of negotiation
- Prepare offers that meet the clients requirements
- Explain offers received from other parties
- Establish an agreement for clients
Negotiating, handling objections and closing salesReal unit · Cambridge OCR
What you'll be able to do
- Understand how to handle objections from customers
- Understand how to negotiate with customers
- Prepare for objections from customers
- Prepare for negotiation with customers
- Handle objections from customers
- Negotiate with customers
- Close the sale following negotiation
Operate within networksReal unit · Cambridge OCR
What you'll be able to do
- Identify and access networks which could benefit the service
- Maintain memberships of networks
- Exchange information within networks
Plan and prepare specific learning and development opportunitiesReal unit · Cambridge OCR
What you'll be able to do
- Plan learning and development opportunities
- Prepare specific learning and development opportunities to meet learner needs
Preparing and delivering a sales demonstrationReal unit · Cambridge OCR
What you'll be able to do
- Understand how to prepare and deliver a sales demonstration, considering product knowledge, demonstration techniques, and customer interaction.
- Prepare for a sales demonstration, ensuring the product is ready and the demonstration area is set up appropriately.
- Deliver a sales demonstration that showcases the product's features and benefits effectively.
- Evaluate the sales demonstration, assessing its impact on customer interest and purchase intent.
Preparing and delivering a sales presentationReal unit · Cambridge OCR
What you'll be able to do
- Understand the factors for consideration in the preparation of sales presentations, including audience analysis, message development, and visual aids.
- Prepare a sales presentation that is clear, concise, and persuasive.
- Understand how to deliver sales presentations effectively, using appropriate communication skills and techniques.
- Deliver a sales presentation that engages the audience and achieves the desired outcome.
Provide and maintain information materials for use in the serviceReal unit · Cambridge OCR
What you'll be able to do
- Review the information needs of the service
- Agree methodologies for the procurement and dissemination of information
Provide support through a contact centre for specified products and/or servicesReal unit · Cambridge OCR
What you'll be able to do
- Establish and validate customers’ identity in a contact centre
- Support customer needs for information and decisions about a range of products and/or services in a contact centre
- Understand how to support customers in a contact centre
Providing excellent customer serviceReal unit · Cambridge OCR
What you'll be able to do
- Know what makes good customer service
- Understand the value of good customer service
- Know about customer service offers
- Understand factors affecting the service offers of organisations
- Understand how organisational policies and procedures can impact on customer service improvements
Recognise diversity when delivering customer serviceReal unit · Cambridge OCR
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
Selling face to faceReal unit · Cambridge OCR
What you'll be able to do
- Understand how to sell to customers face to face
- Prepare for the sale
- Conduct a face to face sales meeting with the customer
- Deal with sales objections during face to face sales situations
- Close the sale
Sustaining an Employment OutcomeReal unit · Cambridge OCR
What you'll be able to do
- Understand in-work support services provided to clients and employers
- Identify and assess risks when delivering in-work support services
- Deliver in-work support services
- Sustain employment outcomes
- Build and maintain effective relationships to sustain employment outcomes
Time planning in salesReal unit · Cambridge OCR
What you'll be able to do
- Understand how to manage time effectively in a sales role, including identifying key tasks and deadlines.
- Understand how to prioritise tasks in a sales role to maximise efficiency and achieve sales targets.
- Plan own time effectively in a sales role, using appropriate tools and techniques.
- Evaluate the effectiveness of own time planning in a sales role, identifying areas for improvement.
Understand the importance of legislation and proceduresReal unit · Cambridge OCR
What you'll be able to do
- Understand legislation and codes of practice which impact on their role
- Understand how to deal with urgent situations
- Record contacts, interactions, agreements, and provision of information
- Understand the actual or potential effect of own values, beliefs, attitudes and behaviours when working
- Understand why the effectiveness of methods may vary depending upon the situation and clients involved
Understanding the Employment Related Services SectorReal unit · Cambridge OCR
What you'll be able to do
- Understand the role of the employment related services sector
- Understand the programmes and services delivered in the employment related services sector
- Understand the primary frameworks that underpin effective practice in the employment related services sector
- Understand labour market information for delivery of employment related services
- Understand how to improve service delivery by using labour market information
Use systems and technology during customer contact in a contact centreReal unit · Cambridge OCR
What you'll be able to do
- Use features of systems and technology to handle customer contacts in a contact centre
- Report on customer and contact handling information using pre-defined formats
- Understand the uses of contact centre systems and technology
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.
- Conduct a population needs analysis
- Deliver sales demonstrations or presentations
- Develop and maintain relationships with stakeholders in a housing context
- Develop interactions with clients
- Develop productive working relationships with colleagues and stakeholders
- Ensure compliance with regulations and codes of practice
- Ensure legal, regulatory, ethical and social compliance
- Establish communication with clients
Where this can lead
Associate Compliance Analyst
Your journey starts here, learning the essentials. With dedication, continuous learning, and a keen eye for detail, you can build a truly impactful and rewarding career in legal compliance. We're excited to see where you'll go.
See the whole journey →Showing 6 roles, drawn from 21 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
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for OCR Level 3 Diploma in Employment Related Services (QCF)
46 units in this credential, in the order it lists them, awarded by Cambridge OCR.
- Assist advice and guidance clients to decide on a course of action
- Assist clients through advice and guidance to review their achievement of a course of action
- Build and maintain effective customer relations
- Carry out direct sales activities in a contact centre
- Communicate effectively with customers
- Communicate in a business environment
and 40 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.