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
Address performance problems affecting team members Real unit · City and Guilds of London Institute
What you'll be able to do
- Understand legal requirements, industry regulations, organisational policies and professional codes concerning performance.,
- Identify performance problems of team members.,
- Discuss performance problems with team members.,
- Set a course of action to deal with identified problems with team members.
Analyse and provide information to Ministers, Parliament and senior officials Real unit · City and Guilds of London Institute
What you'll be able to do
- Analyse the effect and impact of operational delivery-related law,
- Communicate operational delivery-related information and advice for Ministers, Parliament and senior officials
Champion customer service Real unit · City and Guilds of London Institute
What you'll be able to do
- Promote the importance and benefits of customer service,
- Provide advice and information on customer service issues,
- Champion customer service
Contribute to the evaluation of the effectiveness of the compliance risk operational plan Real unit · City and Guilds of London Institute
What you'll be able to do
- Carry out evaluation activities of the compliance risk operational plan
- Report on the evaluation of the compliance risk operational plan
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
Implement change in own area of responsibility Real unit · City and Guilds of London Institute
What you'll be able to do
- Understand how to implement change in own area of responsibility.,
- Involve and support others through the change process.,
- Implement and monitor a plan for change in own area of responsibility.
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
Investigate suspected non-compliant individuals Real unit · City and Guilds of London Institute
What you'll be able to do
- Investigate suspected non-compliant individuals,
- Manage cases of suspected non-compliance
Make a contribution to the formulation of the compliance risk operational plan Real unit · City and Guilds of London Institute
What you'll be able to do
- Provide contributions to the compliance risk operational plan to meet organisational and business stream objectives,
- Liaise with stakeholders on the compliance risk operational plan
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 or support equality of opportunity, diversity and inclusion in own area of responsibility Real unit · City and Guilds of London Institute
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 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.
Manage risk in own area of responsibility Real unit · City and Guilds of London Institute
What you'll be able to do
- Undertake a risk evaluation for current and planned activities within own area of responsibility.,
- Minimise the impact and likelihood of potential risks occurring in own area of responsibility.,
- Communicate identified risks.
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.
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 interpretative 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 public service cases
- Feed back information to public service stakeholders
Provide leadership and direction for own area of responsibility Real unit · City and Guilds of London Institute
What you'll be able to do
- Lead in own area of responsibility.,
- Provide direction and set objectives in own area of responsibility.,
- Communicate the direction for own area of responsibility and collect feedback to inform improvement.,
- Assess own leadership performance.
Specify operational delivery business requirements Real unit · City and Guilds of London Institute
What you'll be able to do
- Identify the need for new and adapted operational delivery business requirements
- Report on operational delivery business requirements
Support learning and development within own area of responsibility Real unit · City and Guilds of London Institute
What you'll be able to do
- Identify the learning needs of colleagues in own area of responsibility.,
- Understand how to develop a learning environment in own area of responsibility.,
- Support colleagues in learning and its application.,
- Evaluate learning outcomes and future learning and development of colleagues.
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
Advise clients on the viability and consequences of carrying out investigations
- Standard
Assist team members with problems affecting performance
- Standard
Assist the development of elected members
- Standard
Audit void property security solutions
- Standard
Communicate Information Effectively: Understand Audiences and Adapt
- 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
Establish the Nature of Corporate Non-Compliance
- Standard
Implement Change
- Standard
Implement Quality Improvements to Customer Services
- Standard
Implement and promote democratic and decision making processes
- Standard
Investigate Suspected Non-Compliant Individuals
- Standard
Investigate suspected non-compliance
- Standard
Invoke sanctions against customer non-compliance
- Standard
Manage Knowledge in Your Area of Responsibility
Showing 18 of 30 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.
- 4 records
- 2 records
- 1 record
- 1 record
- 1 record
- 3 records
Showing 6 roles, drawn from 47 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
Knowledge Management Associate
This work can lead to a role such as senior KM specialist or instructional designer, or towards learning architecture and strategy.
See the whole journeyThe credits, and who awards them
Level 4 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
Address performance problems affecting team membersAnalyse and provide information to Ministers, Parliament and senior officialsChampion customer serviceContribute to the evaluation of the effectiveness of the compliance risk operational planContribute to the evaluation of the effectiveness of the operational delivery business processContribute to the testing and design of operational delivery business processImplement change in own area of responsibilityImplement quality improvements to customer service
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.
- Advise clients on the viability and consequences of carrying out investigations
- Assist team members with problems affecting performance
- Assist the development of elected members
- Audit void property security solutions
- Communicate Information Effectively: Understand Audiences and Adapt
- Conduct an inspection or review
- Design and Test Effective Operational Delivery Processes
- Design and Test Operational Delivery Business Process
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 2022. It is here because people still hold it.
These are open to new learners in the same subject.
- Pearson BTEC Level 4 Higher National Certificate in Public Services
- Focus Awards Level 2 NVQ Certificate In Active Leisure, Learning and Well-Being Operational Services (RQF)
- Pearson BTEC Level 5 Higher National Diploma in Public Services
- CISI Level 4 Award in Managing Operational Risk in Financial Institutions
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.