How you’d get this certificate
- Zavmo teaches you. You learn the units one-to-one with an AI tutor, on your own work.
- You register with an approved centre. That is a college, training provider or employer City & Guilds Limited has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and City & Guilds Limited awards. A qualified assessor at the centre judges your evidence, and the certificate comes from City & Guilds Limited.
City and Guilds offer a full suite of management courses and skills qualifications across a range of levels. They are designed to suit all learning needs and cover all sectors within Business Skills.
These are the units City & Guilds Limited 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 & Guilds Limited. It does the teaching and the mapping. City & Guilds Limited sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
Free first step
Try a free Future Fluency lesson first
The free part is a Future Fluency lesson on using AI at work. It is not part of this qualification. Next, a free account. We build your plan for this qualification as you set up. Teaching towards this qualification begins when you subscribe.
No card · Nothing to commit to
What each unit actually teaches you to do
Customer service in partnership Real unit · City & Guilds Limited
What you'll be able to do
- Explain the principles of effective customer service in a partnership context.
- Identify the needs and expectations of customers in a partnership.
- Communicate effectively with customers and partners.
- Resolve customer service issues in a timely and professional manner.
- Build and maintain positive relationships with customers and partners.
- Evaluate the effectiveness of customer service strategies in a partnership.
Investigate suspected non-compliance in operational delivery Real unit · City & Guilds Limited
What you'll be able to do
- Explain the importance of adhering to compliance regulations in operational delivery.
- Describe the procedures for investigating suspected non-compliance in operational delivery.
- Identify potential indicators of non-compliance within operational processes.
- Outline the steps involved in gathering evidence related to suspected non-compliance.
- Explain the importance of maintaining confidentiality and impartiality during investigations.
- Describe the reporting procedures for suspected non-compliance.
Manage team and individual performance against set objectives Real unit · City & Guilds Limited
What you'll be able to do
- Explain the principles of effective performance management.
- Set clear and measurable objectives for team members and individuals.
- Monitor team and individual performance against set objectives.
- Provide constructive feedback to team members on their performance.
- Identify and address performance issues within the team.
- Implement strategies to improve team and individual performance.
- Evaluate the effectiveness of performance management strategies.
Managing debt in operational delivery Real unit · City & Guilds Limited
What you'll be able to do
- Explain the principles of managing debt in operational delivery
- Identify the different types of debt encountered in operational delivery
- Apply relevant policies and procedures for managing debt
- Communicate effectively with customers regarding debt management
- Monitor and evaluate the effectiveness of debt management strategies
Operational delivery interviews Real unit · City & Guilds Limited
What you'll be able to do
- Explain the purpose and importance of operational delivery interviews.
- Prepare for and conduct operational delivery interviews effectively.
- Use appropriate questioning techniques to gather relevant information during interviews.
- Document and analyse information obtained from operational delivery interviews.
- Adhere to legal and ethical requirements when conducting interviews.
- Communicate interview findings clearly and concisely.
Operational delivery visits Real unit · City & Guilds Limited
What you'll be able to do
- Explain the purpose and importance of operational delivery visits.
- Plan and prepare for operational delivery visits effectively.
- Conduct operational delivery visits in a professional and efficient manner.
- Observe and document relevant information during operational delivery visits.
- Analyse findings from operational delivery visits to identify areas for improvement.
- Communicate visit findings clearly and concisely.
Principles of dealing with customers' financial transactions Real unit · City & Guilds Limited
What you'll be able to do
- Understand the principles of dealing with customers' financial transactions
- Identify different types of financial transactions commonly handled in customer service
- Understand the importance of accuracy and security when processing financial transactions
- Recognise the legal and organisational requirements for handling customer finances
Principles of equality and diversity in operational delivery Real unit · City & Guilds Limited
What you'll be able to do
- Understand the principles of equality and diversity in operational delivery
- Recognise the importance of treating all individuals with respect and dignity
- Identify and challenge discriminatory practices in operational delivery
- Promote inclusive behaviours and practices within the operational delivery team
- Understand relevant legislation and regulations related to equality and diversity
- Communicate effectively with individuals from diverse backgrounds
Principles of providing customer service by telephone Real unit · City & Guilds Limited
What you'll be able to do
- Understand the principles of providing customer service by telephone
- Identify effective telephone communication techniques for customer service
- Understand how to handle different types of customer enquiries and complaints over the telephone
- Recognise the importance of maintaining a professional and helpful telephone manner
Principles of providing customer service in a team Real unit · City & Guilds Limited
What you'll be able to do
- Understand the principles of providing customer service within a team environment
- Identify the roles and responsibilities of team members in delivering customer service
- Recognise the importance of effective communication within a team to meet customer needs
- Understand how to contribute to a positive team environment to enhance customer service
Principles of providing customer service in writing Real unit · City & Guilds Limited
What you'll be able to do
- Understand the principles of providing customer service in writing
- Understand the importance of clear and concise written communication
- Identify different types of written communication used in customer service
- Explain how to adapt written communication to meet customer needs
- Understand how to handle customer complaints in writing
Principles of providing customer service using technology Real unit · City & Guilds Limited
What you'll be able to do
- Understand the principles of customer service
- Understand how technology can be used to provide customer service
- Identify different types of technology used in customer service
- Explain the benefits and limitations of using technology in customer service
- Understand how to use technology to meet customer needs
Principles of providing face-to-face customer service Real unit · City & Guilds Limited
What you'll be able to do
- Understand the principles of providing face-to-face customer service
- Identify effective communication techniques for face-to-face customer interactions
- Understand how to handle different types of customer enquiries and complaints in person
- Recognise the importance of maintaining a professional and helpful demeanour in face-to-face interactions
Principles of researching the labour market to respond to customer needs Real unit · City & Guilds Limited
What you'll be able to do
- Explain the principles of researching the labour market
- Identify relevant sources of labour market information
- Analyse labour market data to identify customer needs
- Interpret labour market trends to inform service delivery
- Apply research findings to respond effectively to customer needs
Resolving customer service problems in operational delivery Real unit · City & Guilds Limited
What you'll be able to do
- Identify customer service problems within operational delivery
- Analyse the causes of customer service problems in operational delivery
- Evaluate different approaches to resolving customer service problems
- Implement solutions to resolve customer service problems effectively
- Review the effectiveness of implemented solutions in resolving customer service problems
Safety and security in operational delivery Real unit · City & Guilds Limited
What you'll be able to do
- Understand the importance of safety and security in operational delivery
- Identify potential safety hazards and security risks within operational delivery environments
- Implement appropriate safety procedures and security measures to mitigate risks
- Respond effectively to safety and security incidents in operational delivery
- Understand relevant legislation and regulations related to safety and security in operational delivery
- Promote a culture of safety and security within the operational delivery team
Technical advice in operational delivery cases Real unit · City & Guilds Limited
What you'll be able to do
- Explain the importance of providing technical advice in operational delivery cases
- Identify sources of technical information relevant to operational delivery cases
- Apply technical knowledge to analyse operational delivery cases
- Communicate technical advice clearly and accurately to relevant parties
- Evaluate the impact of technical advice on operational delivery outcomes
Verify the calculation/entitlement Real unit · City & Guilds Limited
What you'll be able to do
- Understand the process for verifying entitlement calculations
- Apply verification techniques to ensure the accuracy of entitlement calculations
- Identify discrepancies and errors in entitlement calculations
- Investigate the causes of errors in entitlement calculations
- Correct errors and update entitlement records accordingly
- Document the verification process and findings accurately
Working in operational delivery Real unit · City & Guilds Limited
What you'll be able to do
- Understand the roles and responsibilities of individuals working in operational delivery
- Demonstrate effective communication skills in an operational delivery environment
- Work collaboratively with colleagues to achieve operational delivery goals
- Adhere to organisational policies and procedures in operational delivery
- Manage own time and workload effectively in operational delivery
- Maintain a professional attitude and behaviour in the workplace
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
Communicate Information Effectively: Understand Audiences and Adapt
- Standard
Deal with gaps in information provided
- Standard
Design and Test Effective Operational Delivery Processes
- Standard
Designing PSG Policies: Ensuring Legal and Best Practices
- Standard
Develop working relationships with staff from other agencies
- Standard
Establish the Nature of Corporate Non-Compliance
- Standard
Identify, investigate and resolve non-compliant activity within your organisation
- Standard
Identify, investigate and resolve non-compliant activity within your organisation
- Standard
Investigate Suspected Non-Compliant Individuals
- Standard
Investigate suspected non-compliance
- Standard
Invoke sanctions against customer non-compliance
- Standard
Lead the Delivery of Policies
- Standard
Maintain the security of data through own actions
- Standard
Resolve Customer Issues, Improve Customer Satisfaction
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
- 2 records
- 1 record
Showing 6 roles, drawn from 16 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
Operations Training Coordinator
This work can lead to roles such as senior operations trainer, learning and development specialist, or operations training manager.
See the whole journeyThe credits, and who awards them
Level 3 credits are regulated, and they are awarded by City & Guilds Limited 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
Customer service in partnershipInvestigate suspected non-compliance in operational deliveryManage team and individual performance against set objectivesManaging debt in operational deliveryOperational delivery interviewsOperational delivery visitsPrinciples of dealing with customers' financial transactionsPrinciples of equality and diversity in operational delivery
Each one is a real unit registered against this qualification.
How you’d practise it
You don’t watch this. You do it.
You are not assessed on remembering this. You are assessed on applying it, analysing it, evaluating it and producing something. So that is what the practice is: projects, role play and your own live cases, with a tutor in the room.
The Coach · your practice partner Illustration - Rehearse the conversation Apply
“Operational delivery interviews” is a conversation before it is a document. You have it with Zavmo playing the other person, badly at first, then again once you know what you actually want to say.
- Pitch it Evaluate
“Principles of researching the labour market to respond to customer needs” gets practised as a pitch. You make the case out loud, Zavmo asks the question the room would ask, and you make it again.
- Draft the real one Create
You do “Principles of dealing with customers' financial transactions” on a real document of your own. Zavmo works on the draft you have to send anyway, so the coursework and the job are the same piece of work.
- Map a live decision Analyse
“Principles of equality and diversity in operational delivery” runs on a decision you are facing now. Zavmo maps it with you and shows what the second-order effect looks like before you find out the slow way.
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.
- Communicate Information Effectively: Understand Audiences and Adapt
- Deal with gaps in information provided
- Design and Test Effective Operational Delivery Processes
- Designing PSG Policies: Ensuring Legal and Best Practices
- Develop working relationships with staff from other agencies
- Establish the Nature of Corporate Non-Compliance
- Identify, investigate and resolve non-compliant activity within your organisation
- Investigate Suspected Non-Compliant Individuals
How you would learn this
One to one, on the work you already do
A tutor sets the task against your own job and marks the reasoning, at your pace. There is no cohort to fall behind.
A lesson from Customer service in partnership, one of this qualification's own units.
Applied to your work in any of these jobs
This unit covers effective customer service within partnership contexts. Learners will understand customer needs, communicate with customers and partners, resolve issues professionally, and build and maintain positive partnership relationships.
- 1 Remember
- 2 Understand
- 3 Apply
- 4 Analyse
- 5 Evaluate
- 6 Create
It is £70 a month, billed monthly. Your free first module is Future Fluency, and you can cancel any time. Teaching towards this qualification begins when you subscribe.
Built for City & Guilds Level 3 Certificate in Operational Delivery (VRQ)
19 units in this credential, in the order it lists them, awarded by City & Guilds Limited.
- Customer service in partnership
- Investigate suspected non-compliance in operational delivery
- Manage team and individual performance against set objectives
- Managing debt in operational delivery
- Operational delivery interviews
- Operational delivery visits
and 13 more in the full unit list below.
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.
Learned on your own work, taught one-to-one.
Everything you just read, learned one-to-one on the job you already do. Your free first module is Future Fluency, so you can see how the teaching works before you pay for anything.
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.
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.