City and Guilds of London Institute · RQF Level 1
City & Guilds Level 1 Diploma In Business Support Services
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 1
- Total credits38
- Guided learning255 hours
- Units in this qualification54
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.
Answer telephone calls from customersReal unit · City and Guilds of London Institute
What you'll be able to do
- Greet customers calling on the telephone
- Deal with incoming customer telephone calls
- Respond to requests from customers
Apply legislation, regulation and organisational procedures for customer serviceReal unit · City and Guilds of London Institute
What you'll be able to do
- Follow customer service procedures for a particular job
- Protect the security of property and information when delivering customer service
- Know the health and safety requirements of delivering customer service
- Know other external rules that impact on customer service delivery
Applying for a jobReal unit · City and Guilds of London Institute
What you'll be able to do
- Know different methods of applying for jobs
- Apply for a job
Attitudes and values for personal developmentReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the importance of personal attitudes and values
- Understand how to develop personal strengths
Building working relationships in the workplaceReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand why it is important to interact positively with people in the workplace
- Understand the meaning of the term diversity
- Interact productively with people in the workplace
Collecting and Storing InformationReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand information storage systems
- Collect and store information
- Collect and store information
Conduct at workReal unit · City and Guilds of London Institute
What you'll be able to do
- Know about appropriate conduct for the workplace
- Demonstrate good conduct
- Carry out a review of own conduct
Contribute to effective customer serviceReal unit · City and Guilds of London Institute
What you'll be able to do
- Know customer service terms and language
- Know what contributes to good customer service in an organisation
- Work effectively with colleagues in a customer service team
Create a good impression to customersReal unit · City and Guilds of London Institute
What you'll be able to do
- Dress appropriately for a customer service job
- Demonstrate an appropriate appearance for a customer service job
- Relate effectively to customers
Creating business documentsReal unit · City and Guilds of London Institute
What you'll be able to do
- Know that there are different types of business document
- Know why it is important to use the right communication style, in business documents
- Produce routine business documents
Deal with queries and requestsReal unit · City and Guilds of London Institute
What you'll be able to do
- Know the services and products of a section or department
- Know the customer’s interests about the services and products of a section or department
- Clarify customer queries or requests
- Deal with queries or requests from customers
Effective communicationReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand why effective communication is important
- Understand the difference between confident, aggressive, passive and assertive behaviour
- Know the difference between positive and negative feedback
Effective speaking for the workplaceReal unit · City and Guilds of London Institute
What you'll be able to do
- Know why it is important to speak effectively at work
- Use language appropriate to a face to face situation in the workplace
- Make and receive a telephone call in the workplace
- Contribute to conversations and discussions in the workplace
Effective written communication for the workplaceReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand different types of written communication
- Understand why effective written communication is important
- Send a written communication for the workplace
Enterprise activity - producing a product or serviceReal unit · City and Guilds of London Institute
What you'll be able to do
- Plan to produce a product or provide a service
- Produce a product or provide a service
- Advertise a product or service
- Review an enterprise activity
Handling mailReal unit · City and Guilds of London Institute
What you'll be able to do
- Know why it is important for a business to handle mail efficiently and securely
- Deal with incoming mail
- Deal with outgoing mail
Individual rights and responsibilitiesReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand their individual rights
- Understand their individual responsibilities
Interpersonal relationshipsReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand interpersonal relationships
- Understand how to interact positively with others
Introduction to health and safety awareness in the workplaceReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the importance of health and safety in the workplace
- Understand the need for risk assessment
- Be aware of the requirements for health and safety in his/her place of work or learning
Maintaining Customer Relations In a Business EnvironmentReal unit · City and Guilds of London Institute
What you'll be able to do
- Know about customer service in a business environment
- Develop customer relationships in a business environment
- Deliver customer service in a business environment
- Respond to customer problems
- Deliver customer service in a business environment
Making and receiving callsReal unit · City and Guilds of London Institute
What you'll be able to do
- Make calls
- Receive calls
- Know why it is important to an organisation that calls are handled appropriately
Managing Diary SystemsReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand different diary systems
- Update diary systems
- Maintain security and confidentiality of diary systems
- Manage diary systems
Operating and Maintaining Office EquipmentReal unit · City and Guilds of London Institute
What you'll be able to do
- Select office equipment for administrative tasks
- Understand how to operate office equipment
- Maintain office equipment
- Operate office equipment
- Maintain office equipment
Personal presentation and hygieneReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the importance of personal hygiene
- Understand the importance of personal presentation
Positive communication with customersReal unit · City and Guilds of London Institute
What you'll be able to do
- Hold conversations with customers
- Respond to requests from customers
- Use body language when dealing with customers
Preparation for workReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand how own skills and qualities relate to those needed for working life
- Research personal career opportunities
Prioritising and completing tasksReal unit · City and Guilds of London Institute
What you'll be able to do
- Prioritise tasks at work
- Complete straightforward work related tasks
Producing Documents in a Business EnvironmentReal unit · City and Guilds of London Institute
What you'll be able to do
- Know about the production of business documents
- Produce business documents
- Produce business documents
Professional Behaviour in an Office EnvironmentReal unit · City and Guilds of London Institute
What you'll be able to do
- Behave in an office environment
- Know about the rules that organisations have relating to confidentiality and security
Record and communicate customer problemsReal unit · City and Guilds of London Institute
What you'll be able to do
- Collect detailed information from a customer with a problem
- Record detailed information about a customer problem
- Communicate a customer problem to a colleague and a customer
Retrieving InformationReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand information retrieval systems
- Retrieve and provide information
- Retrieve and provide information
Rights and responsibilities in the workplaceReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand that employees have rights
- Understand that employees have responsibilities
- Understand why health and safety rules are important
Rights, responsibilities and citizenshipReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand individual rights and responsibilities
- Understand rights and responsibilities of a citizen
- Understand aspects of rules and laws
- Know different types of elections
Safe learning in the workplaceReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand health and safety legislation for the workplace
- Understand risks and hazards in the workplace
- Reduce risk in the workplace
- Carry out a risk assessment
- Know what responsibilities people have for safety in the workplace
Searching for a jobReal unit · City and Guilds of London Institute
What you'll be able to do
- Research job opportunities
- Be able identify suitable job vacancies
Self assessment and developmentReal unit · City and Guilds of London Institute
What you'll be able to do
- Take an active role in self-assessment and self-development
- Develop a plan for self-development
- Implement and review a plan for self-development
- Reflect on the effectiveness of the self-development plan
The customer service experienceReal unit · City and Guilds of London Institute
What you'll be able to do
- Know about the customer service experience
- Know how customer satisfaction is achieved
- Demonstrate a positive attitude when dealing with customers
Understanding customer service in the retail sectorReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the importance of customer service to a retail business
- Understand what gives customers a positive initial impression of a retail business and its staff
- Understand how customer service is adapted to meet the needs of individual customers
- Understand the importance of communication to the delivery of customer service
- Understand a variety of customer complaints and problems
Understanding how a retail business maintains health, safety and security on its premisesReal unit · City and Guilds of London Institute
What you'll be able to do
- Know the main provisions of health and safety legislation in relation to a retail business
- Know how health and safety are maintained on the premises of a retail business
- Know how cash and stock are kept secure on the premises of a retail business
Understanding how individuals and teams contribute to the effectiveness of a retail businessReal unit · City and Guilds of London Institute
What you'll be able to do
- Know the key employment rights and responsibilities of employees and the employer
- Know the characteristics of effective team working in retail business
- Understand a range of activities for improving own skills and performance
Understanding retail consumer lawReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand how consumer legislation protects the rights of customers
- Know the main provisions for the protection of consumers from unfair trading practices
- Know the main provisions of consumer credit legislation in relation to retail
- Know the main provisions of data protection legislation in relation to retail
- Know the main provisions of the law relating to the sale of licenced and age-restricted products
- Understand the consequences for businesses and employees of contravening retail law
Understanding the business of retailReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand how retail outlets differ in size and type
- Understand the range of retail occupations
- Understand the retail supply chain
- Understand the contribution which the retail sector makes to the economy of the United Kingdom
- Understand how customers’ concerns influence the products and services offered by retailers
Understanding the control, handling and replenishment of stock in a retail businessReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the principles of stock control
- Understand how to move, handle and store stock
- Understand procedures for replenishing stock
Understanding the handling of customer payments in a retail businessReal unit · City and Guilds of London Institute
What you'll be able to do
- Know the methods of payment accepted from retail customers
- Understand the risks involved in handling payments
- Understand the cashier’s responsibility for providing service at the payment point
- Understand the cashier’s responsibilities when processing age-restricted goods at the payment point
Understanding the retail selling processReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the selling process
- Understand how to find out what the customer wants
- Understand how product information can be used to promote sales
Undertaking work placementReal unit · City and Guilds of London Institute
What you'll be able to do
- Identify potential work placement opportunities
- Know what is expected during the work placement
- Reflect on the experience of the work placement
Using A Telephone SystemReal unit · City and Guilds of London Institute
What you'll be able to do
- Make telephone calls
- Receive and transfer telephone calls
- Use message systems
- Make telephone calls
- Receive and transfer telephone calls
- Use message systems
Using Office Equipment in a Business EnvironmentReal unit · City and Guilds of London Institute
What you'll be able to do
- Know what equipment and resources are needed to carry out a range of routine office tasks
- Use key equipmentunder supervision
Welcome visitorsReal unit · City and Guilds of London Institute
What you'll be able to do
- Welcome visitors in a positive way
- Know why it is important to an organisation that visitors are made welcome
Working as part of a teamReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand why effective teamwork is important
- Understand team values and goals
- Understand the roles people may take in a team
- Understand how to achieve a team goal
- Implement and review the plan
- Reflect on the effectiveness of the plan
Working in Business and AdministrationReal unit · City and Guilds of London Institute
What you'll be able to do
- Know what activities are routinely undertaken by administrators
- Follow instructions to carry out administrative tasks
Working in business & administrationReal unit · City and Guilds of London Institute
What you'll be able to do
- Understand the role of an administrator within an office
- Carry out routine administrative tasks
- Present themselves positively
- Organise their work effectively
- Know the importance of confidentiality of information
Working in customer serviceReal unit · City and Guilds of London Institute
What you'll be able to do
- Know the customer service principles that affect a customer related job
- Know what is required of a particular job holder to meet customer expectations
- Know the outline of entry level customer service jobs
- Know the outline of customer service jobs that may be accessible after experience in first step jobs
Working towards goalsReal unit · City and Guilds of London Institute
What you'll be able to do
- Identify and explain their goals
- Prepare an action plan to meet their goal
- Review progress towards achieving their goal
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 1 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.
Where this can lead
Associate Customer Service Assistant
Your journey starts here, but where it goes is really up to you. We're committed to giving you the tools, training, and opportunities to build a fantastic career. Show us your dedication and willingness to learn, and we'll help you carve out a path that suits you best.
See the whole journey →Showing 6 roles, drawn from 26 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 1 Diploma In Business Support Services
54 units in this credential, in the order it lists them, awarded by City and Guilds of London Institute.
- Answer telephone calls from customers
- Apply legislation, regulation and organisational procedures for customer service
- Applying for a job
- Attitudes and values for personal development
- Building working relationships in the workplace
- Collecting and Storing Information
and 48 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.