City and Guilds of London Institute · RQF Level 3
City & Guilds Level 3 Diploma in Public Services - Operational Delivery (QCF)
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 3
- Total credits38
- Units in this qualification24
Awarded by City and Guilds of London Institute · 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 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, and every one you earn is yours to keep.
Authorise the calculation/entitlementReal 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 individualsReal 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 processReal 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 processReal 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 serviceReal 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 customersReal 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 partnershipsReal 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 colleaguesReal 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 serviceReal 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 serviceReal 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 customersReal 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 responsibilityReal 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 registersReal 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 organisationReal 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 problemsReal 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 salesReal 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 customersReal 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 metReal 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 auditsReal 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 deliveryReal 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 casesReal 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 membersReal 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 technologyReal 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 serviceReal 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 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.
- 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
Where this can lead
Junior Data Protection Officer
Your journey starts here, but where it goes is really up to you. We'll provide the opportunities, the learning, and the support. If you're eager to learn, meticulous, and genuinely care about protecting personal data, you'll have a fulfilling and impactful career with us.
See the whole journey →Showing 6 roles, drawn from 43 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 City & Guilds Level 3 Diploma in Public Services - Operational Delivery (QCF)
24 units in this credential, in the order it lists them, awarded by City and Guilds of London Institute.
- Authorise the calculation/entitlement
- Carry out investigations of suspected non-compliant individuals
- Contribute to the evaluation of the effectiveness of the operational delivery business process
- Contribute to the testing and design of operational delivery business process
- Data protection in public service
- Deliver customer service to difficult customers
and 18 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.