These are the units City and Guilds of London Institute registers against this qualification. It is a catalogue, not a syllabus. Which of them you take depends on the combination the qualification requires, and that is set by the awarding body rather than by us. Every unit here is regulated. 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 and Guilds of London Institute. It does the teaching and the mapping. City and Guilds of London Institute sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
What each unit actually teaches you to do
Authorise the calculation/entitlement Real unit · City and Guilds of London Institute
What you'll be able to do
- Confirm the accuracy of the calculation/entitlement
- Record the verification of the calculation/entitlement
Carry out investigations of suspected non-compliant individuals Real unit · City and Guilds of London Institute
What you'll be able to do
- Investigate cases of suspected non-compliance
- Manage cases of suspected non-compliance
Contribute to the evaluation of the effectiveness of the operational delivery business process Real unit · City and Guilds of London Institute
What you'll be able to do
- Administer the operational delivery evaluation process
- Evaluate new and existing operational delivery business processes and systems
Contribute to the testing and design of operational delivery business process Real unit · City and Guilds of London Institute
What you'll be able to do
- Carry out testing activities of new and adapted operational delivery business process
- Report on operational delivery tests to inform design
Data protection in public service Real unit · City and Guilds of London Institute
What you'll be able to do
- Retrieve and use public service data
- Store and dispose of public service data
- Understand legal and organisational requirements for public service data protection
Deliver customer service to difficult customers Real unit · City and Guilds of London Institute
What you'll be able to do
- Recognise when customers may be difficult to deal with
- Deal with difficult customers
- Understand how to deliver customer service to difficult customers
Deliver customer service using service partnerships Real unit · City and Guilds of London Institute
What you'll be able to do
- Work effectively within a customer service chain
- Build and nurture positive relationships in a customer service chain
- Understand how to deliver customer service using service partnerships
Develop working relationships with colleagues Real unit · City and Guilds of London Institute
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.
Equality and diversity in public service Real unit · City and Guilds of London Institute
What you'll be able to do
- Understand the concept and benefits of equality and diversity within public service
- Fulfil organisational expectations for equality and diversity within public service
- Deal with the diverse customers with a range of needs
Implement quality improvements to customer service Real unit · City and Guilds of London Institute
What you'll be able to do
- Plan the introduction of customer service improvements
- Manage the implementation of customer service improvements
- Monitor and evaluate customer service improvements
- Understand how to implement quality improvements to customer service
Interview public service customers Real unit · City and Guilds of London Institute
What you'll be able to do
- Carry out planned and unplanned interviews with public service customers
- Report on interviews with public service customers
Manage knowledge in own area of responsibility Real unit · City and Guilds of London Institute
What you'll be able to do
- Understand existing knowledge management in own area of responsibility.
- Develop knowledge
- Share knowledge.
- Monitor and evaluate knowledge management in own area of responsibility.
Manage operational delivery risk registers Real unit · City and Guilds of London Institute
What you'll be able to do
- Manage operational delivery risk registers
- Deal with operational delivery risk contingencies
Manage own professional development within an organisation Real unit · City and Guilds of London Institute
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.
Monitor and solve customer service problems Real unit · City and Guilds of London Institute
What you'll be able to do
- Solve immediate customer service problems
- Identify repeated customer service problems and options for solving them
- Take action to avoid the repetition of customer service problems
- Understand how to monitor and solve customer service problems
Negotiating, handling objections and closing sales Real unit · City and Guilds of London Institute
What you'll be able to do
- Understand how to handle objections from customers and negotiate effectively with them.
- Prepare thoroughly for potential objections and negotiation scenarios with customers.
- Handle objections from customers in a professional and effective manner.
- Negotiate with customers to reach mutually beneficial agreements.
- Close the sale successfully following negotiation with the customer.
Organise the promotion of additional services or products to customers Real unit · City and Guilds of London Institute
What you'll be able to do
- Offer additional services or products
- Organise support to promote use of additional services or products
- Monitor the promotion of additional services or products
- Understand how to organise and promote services or products to customers
Perform external checks to ensure that operational delivery standards are met Real unit · City and Guilds of London Institute
What you'll be able to do
- Perform external operational delivery checks
- Report the findings of external operational delivery checks
Prepare for and support quality audits Real unit · City and Guilds of London Institute
What you'll be able to do
- Understand the quality standards and procedures that apply to own area of responsibility.
- Monitor work in own area of responsibility against quality standards and procedures.
- Prepare for a quality audit in own area of responsibility.
- Discuss quality audit findings with the auditor.
- Complete agreed actions following a quality audit.
Principles of operational delivery Real unit · City and Guilds of London Institute
What you'll be able to do
- Understand the scope of operational delivery
- Understand the structure of operational delivery
- Understand professional standards within operational delivery
- Understand the role of Continuous Professional Development (CPD) within operational delivery
Provide technical advice and/or guidance in public service cases Real unit · City and Guilds of London Institute
What you'll be able to do
- Provide advice in operational delivery cases
- Feed back information to operational delivery stakeholders
Set objectives and provide support for team members Real unit · City and Guilds of London Institute
What you'll be able to do
- Communicate a team’s purpose and objectives to the team members.
- Develop a plan with team members showing how team objectives will be met.
- Support team members identifying opportunities and providing support.
- Monitor and evaluate progress and recognise individual and team achievement.
Support customers using self-service technology Real unit · City and Guilds of London Institute
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
Work safely in public service Real unit · City and Guilds of London Institute
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 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
Administer compliance with Data Protection legislation
- Standard
Assist in implementing privacy and data protection
- Standard
Carry out legal process serving
- Standard
Conduct an inspection or review
- Standard
Design and Test Effective Operational Delivery Processes
- Standard
Design and Test Operational Delivery Business Process
- Standard
Design, develop and test information systems
- Standard
Designing PSG Policies: Ensuring Legal and Best Practices
- Standard
Develop Productive Working Relationships with Colleagues
- Standard
Develop working relationships with staff from other agencies
- Standard
Developing Productive Working Relationships with Colleagues
- Standard
Ensure organisational compliance with Data Protection legislation
- Standard
Establish and maintain effective working relationships in local government
- Standard
Implement Quality Improvements to Customer Services
- Standard
Investigate Suspected Non-Compliant Individuals
- Standard
Investigate suspected non-compliance
- Standard
Invoke sanctions against customer non-compliance
- Standard
Prepare a programme of inspections or reviews
Showing 18 of 23 standards these units map to.
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
- 2 records
- 1 record
- 1 record
- 1 record
- 1 record
Showing 6 roles, drawn from 37 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
Junior Data Protection Officer
This work can lead to a Senior Data Protection Officer role, or on to Privacy Program Manager.
See the whole journeyThe credits, and who awards them
Level 3 credits are regulated, and they are awarded by City and Guilds of London Institute 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
Authorise the calculation/entitlementCarry out investigations of suspected non-compliant individualsContribute to the evaluation of the effectiveness of the operational delivery business processContribute to the testing and design of operational delivery business processData protection in public serviceDeliver customer service to difficult customersDeliver customer service using service partnershipsDevelop working relationships with colleagues
Each one is a real unit registered against this qualification.
What you leave holding
The standards this credential builds, in the shape the product keeps them
Nothing here is marked learned. There is no learner on a public page, so the map shows what the qualification covers rather than what anybody has done.
- Administer compliance with Data Protection legislation
- Assist in implementing privacy and data protection
- Carry out legal process serving
- Conduct an inspection or review
- Design and Test Effective Operational Delivery Processes
- Design and Test Operational Delivery Business Process
- Design, develop and test information systems
- Designing PSG Policies: Ensuring Legal and Best Practices
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.
This qualification is no longer awarded.
Ofqual lists it as no longer awarded, so it cannot be started today. The last day to be awarded it was 31 December 2018. It is here because people still hold it.
These are open to new learners in the same subject.
- Focus Awards Level 2 NVQ Certificate In Active Leisure, Learning and Well-Being Operational Services (RQF)
- Pearson BTEC Level 4 Higher National Certificate in Public Services
- Pearson BTEC Level 5 Higher National Diploma in Public Services
- City & Guilds Level 3 Certificate In Providing Financial Services
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.