City & Guilds Limited · RQF Level 5
City & Guilds Level 5 NVQ Diploma in Management and Leadership
You don’t just earn this. You learn to use it, one-to-one, on your own real work.
- LevelRQF Level 5
- Total credits53
- Guided learning237 hours
- Units in this qualification37
Awarded by City & Guilds Limited · 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
ILM Level 5 NVQ Diploma in Management and Leadership qualification for middle managers with substantial responsibility and forms part of ILM Level Management apprenticeship.
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, and every one you earn is yours to keep.
Conduct quality auditsReal unit · City & Guilds Limited
What you'll be able to do
- Understand the core principles underpinning the management of quality within an organisation, including relevant standards and frameworks.
- Prepare thoroughly to carry out quality audits, including defining the scope, objectives, and methodology.
- Conduct quality audits effectively, gathering evidence, analysing findings, and reporting on areas for improvement.
Contribute to the design and development of an information systemReal unit · City & Guilds Limited
What you'll be able to do
- Understand the fundamental requirements of information system design, including user needs, business objectives, and technical constraints.
- Contribute effectively to the specification of an information system, ensuring that it meets the defined requirements and is aligned with organisational goals.
- Recommend suitable options for the development of an information system, considering factors such as cost, feasibility, and scalability.
Contribute to the development of a strategic planReal unit · City & Guilds Limited
What you'll be able to do
- Understand the fundamental principles of strategic planning, including vision, mission, values, and objectives.
- Analyse the various internal and external factors that can affect the development of strategic plans, such as market conditions, competitive landscape, and regulatory requirements.
- Make a valuable contribution to the development of a strategic plan, providing insights, ideas, and recommendations that support the organisation's long-term success.
Design business processesReal unit · City & Guilds Limited
What you'll be able to do
- Understand the various techniques and tools that can be used to support the design and improvement of business processes
- Develop and document clear and effective business processes that meet organisational needs
- Evaluate the effectiveness of existing and newly designed business processes, identifying areas for optimisation
Develop and implement an operational planReal unit · City & Guilds Limited
What you'll be able to do
- Understand the principles of operational planning, including setting objectives, identifying resources, and developing action plans.
- Develop a comprehensive operational plan that aligns with organisational goals and objectives.
- Implement an operational plan effectively, ensuring that resources are allocated appropriately and activities are carried out as planned.
- Evaluate the effectiveness of an operational plan, identifying areas for improvement and making recommendations for future planning.
Develop and maintain professional networksReal unit · City & Guilds Limited
What you'll be able to do
- Understand the principles of effective networking in a professional context
- Identify relevant professional networks for personal and organisational development
- Maintain and utilise professional networks to achieve objectives
Develop and manage collaborative relationships with other organisationsReal unit · City & Guilds Limited
What you'll be able to do
- Understand the core principles of effective collaboration with other organisations, including communication, trust, and shared goals.
- Identify relevant external collaborative relationships that could benefit the organisation and contribute to its strategic objectives.
- Collaborate effectively with other organisations, building strong relationships and achieving mutually beneficial outcomes.
Develop working relationships with stakeholdersReal unit · City & Guilds Limited
What you'll be able to do
- Understand the importance of developing effective working relationships with stakeholders.
- Determine the scope for collaboration with stakeholders to achieve mutual goals.
- Develop productive working relationships with stakeholders through effective communication and collaboration.
- Evaluate the effectiveness of relationships with stakeholders and identify areas for improvement.
Developing sales proposalsReal unit · City & Guilds Limited
What you'll be able to do
- Understand the key principles of writing effective sales proposals.
- Understand the different components and structures of sales proposals.
- Develop comprehensive and persuasive sales proposals that meet client needs.
- Evaluate the effectiveness of a sales proposal in achieving its objectives.
Discipline and grievance managementReal unit · City & Guilds Limited
What you'll be able to do
- Understand the principles that underpin the effective management of discipline and grievance cases in the workplace.
- Manage a disciplinary case in accordance with organisational policies and legal requirements.
- Manage a grievance in accordance with organisational policies and legal requirements.
Encourage learning and developmentReal unit · City & Guilds Limited
What you'll be able to do
- Understand the principles of learning and development, including different learning styles and methods
- Support individuals' learning and development through coaching, mentoring, and providing resources
- Evaluate individuals’ learning and development to measure progress and identify areas for further improvement
Establish business risk management processesReal unit · City & Guilds Limited
What you'll be able to do
- Understand various business risk management models and techniques used to identify, assess, and mitigate risks.
- Develop business risk management processes that are appropriate for the organisation's context and objectives.
- Evaluate the effectiveness of implemented business risk management processes in reducing potential threats.
Lead the development of a continuous improvement strategyReal unit · City & Guilds Limited
What you'll be able to do
- Understand the core principles underpinning the development of a continuous improvement strategy within an organisation.
- Develop a comprehensive continuous improvement strategy that aligns with organisational goals.
- Manage the implementation and monitoring of continuous improvement initiatives.
Lead the development of a knowledge management strategyReal unit · City & Guilds Limited
What you'll be able to do
- Understand the fundamental principles underpinning effective knowledge management within an organisation.
- Develop a knowledge management strategy that aligns with organisational goals and objectives.
- Manage knowledge resources effectively, including creation, storage, retrieval, and dissemination.
- Promote knowledge management practices and encourage knowledge sharing throughout the organisation.
Lead the development of a quality strategyReal unit · City & Guilds Limited
What you'll be able to do
- Understand the core principles underpinning the development of a robust quality strategy for an organisation.
- Develop a comprehensive quality strategy that aligns with organisational goals and customer expectations.
- Manage quality processes and systems effectively, ensuring consistent delivery of high-quality products or services.
Manage Health and Safety in own area of responsibilityReal unit · City & Guilds Limited
What you'll be able to do
- Understand the responsibilities and potential liabilities of managers in relation to health and safety legislation
- Understand how to effectively assess, monitor, and minimise health and safety risks within own area of responsibility
- Review the organisation's health and safety policy to ensure its effectiveness and relevance
- Communicate health and safety policy and procedures clearly and effectively to staff within own area of responsibility
- Monitor health and safety performance within own area of responsibility, identifying areas for improvement
Manage a budgetReal unit · City & Guilds Limited
What you'll be able to do
- Understand how to identify financial requirements within an organisation or department.
- Understand how to set budgets that align with organisational goals and financial constraints.
- Manage a budget effectively, monitoring expenditure and ensuring adherence to financial guidelines.
- Evaluate the use of a budget, analysing variances and identifying opportunities for cost optimisation.
Manage a projectReal unit · City & Guilds Limited
What you'll be able to do
- Understand the key principles and processes involved in the management of a project
- Plan a project, including defining objectives, scope, and resources
- Manage a project, ensuring it stays on track and within budget
- Evaluate the effectiveness of a project against its original objectives
Manage a tendering processReal unit · City & Guilds Limited
What you'll be able to do
- Develop a comprehensive tender specification that clearly outlines the requirements and objectives of the project
- Manage the tendering exercise, ensuring fairness, transparency, and compliance with relevant regulations
- Evaluate tender submissions against the defined criteria and identify the most suitable candidates
- Negotiate the terms and conditions of contracts with selected tenderers to achieve the best possible outcome
- Award contracts to successful tenderers, ensuring that all necessary documentation is in place
Manage business riskReal unit · City & Guilds Limited
What you'll be able to do
- Understand the management of business risk, including identification, assessment, and prioritisation
- Address business risk through appropriate strategies and actions
- Mitigate business risk by implementing controls and monitoring their effectiveness
Manage customer service operationsReal unit · City & Guilds Limited
What you'll be able to do
- Understand the key principles and practices involved in the effective management of customer service operations
- Plan customer service operations to meet customer needs and organisational objectives
- Manage customer service operations effectively, ensuring high levels of customer satisfaction
- Prepare staff for the delivery of excellent customer service, providing appropriate training and support
- Measure customer service performance using relevant metrics and indicators, identifying areas for improvement
Manage eventsReal unit · City & Guilds Limited
What you'll be able to do
- Understand the key principles and processes involved in the effective management of an event.
- Manage the planning stages of an event, including resource allocation and scheduling.
- Manage an event, ensuring smooth operation and addressing any issues that arise.
- Follow up after an event, gathering feedback and evaluating its success.
Manage information systemsReal unit · City & Guilds Limited
What you'll be able to do
- Understand the key aspects of managing information systems, including security, data integrity, and user access.
- Set up effective information system processes to ensure the efficient and reliable operation of the system.
- Manage an information system, monitoring its performance, resolving issues, and implementing improvements as needed.
Manage knowledge in an organisationReal unit · City & Guilds Limited
What you'll be able to do
- Understand the fundamental principles underpinning effective knowledge management within an organisation
- Identify the specific types of knowledge that need to be managed effectively within an organisation
- Implement and manage knowledge effectively within an organisation, using appropriate tools and techniques
Manage physical resourcesReal unit · City & Guilds Limited
What you'll be able to do
- Identify the need for physical resources within a specific work area or department.
- Obtain physical resources through appropriate channels, adhering to organisational procedures.
- Manage the use of physical resources effectively, ensuring they are used efficiently and maintained appropriately.
Manage product and/or service developmentReal unit · City & Guilds Limited
What you'll be able to do
- Understand the processes involved in the development of new or improved products and/or services, from initial concept to market launch.
- Establish the need for new or improved products and/or services by analysing market trends, customer feedback, and competitive offerings.
- Manage the development of new or improved products and/or services, ensuring that projects are delivered on time, within budget, and to the required quality standards.
Manage redundancy and redeploymentReal unit · City & Guilds Limited
What you'll be able to do
- Understand the processes and legal requirements involved in the management of redundancy
- Understand the principles and practical considerations of redeployment within an organisation
- Manage a redundancy process in a fair and legally compliant manner
- Manage the redeployment of staff to suitable alternative roles
Manage strategic changeReal unit · City & Guilds Limited
What you'll be able to do
- Understand the key principles of managing and evaluating change initiatives within an organisation.
- Plan for strategic change, considering potential challenges and developing mitigation strategies.
- Manage strategic change effectively, ensuring smooth implementation and minimal disruption.
- Evaluate the impact of strategic change initiatives, measuring their success against predefined objectives.
Manage strategic marketing activitiesReal unit · City & Guilds Limited
What you'll be able to do
- Understand the principles of strategic management in relation to marketing activities within an organisation.
- Evaluate a market, considering factors such as size, trends, and competitive landscape.
- Develop a comprehensive marketing communications strategy and plan, aligned with organisational objectives.
- Manage strategic marketing activities, including implementation, monitoring, and control.
Manage the impact of work activities on the environmentReal unit · City & Guilds Limited
What you'll be able to do
- Understand how to support environmentally-friendly working practices within the organisation
- Organise work activities to minimise their impact on the environment
- Manage the environmental impact of resource utilisation in the workplace
Optimise the use of technologyReal unit · City & Guilds Limited
What you'll be able to do
- Understand the fundamental principles underpinning the optimisation of technology in a business context.
- Scope the potential use of technology to improve business processes and outcomes.
- Optimise the use of technological solutions to enhance efficiency and effectiveness.
- Manage the implementation and ongoing use of technology within the organisation.
Prepare for and support quality auditsReal unit · City & Guilds Limited
What you'll be able to do
- Understand the principles underpinning the management of quality within an organisation
- Prepare for quality audits, ensuring all necessary documentation and processes are in place
- Support quality audits by providing information and assistance to auditors
Prioritising information for sales planningReal unit · City & Guilds Limited
What you'll be able to do
- Identify and understand various sources of information that support sales activities
- Describe different types of information that can be used to support sales planning
- Identify and understand internal information sources that contribute to effective sales strategies
- Conduct a thorough business audit of both the internal and external sales environment
- Analyse sales information to identify trends, opportunities, and challenges
- Utilise sales information to support the development and implementation of effective sales plans
Promote equality of opportunity, diversity and inclusionReal unit · City & Guilds Limited
What you'll be able to do
- Understand the legal and ethical principles underpinning equality, diversity and inclusion in the workforce.
- Evaluate organisational strategies, policies and practices to ensure they effectively address equality, diversity and inclusion requirements.
- Promote equality, diversity and inclusion policies and practices throughout the organisation.
Provide leadership and managementReal unit · City & Guilds Limited
What you'll be able to do
- Explain the fundamental principles that underpin effective leadership and management practices
- Engage stakeholders and colleagues by building rapport and fostering a collaborative environment
- Inspire stakeholders and colleagues by communicating a clear vision and motivating them to achieve common goals
- Deliver results by effectively managing resources, delegating tasks, and monitoring performance
- Evaluate leadership and management effectiveness by gathering feedback and identifying areas for improvement
Recruitment, selection and induction practiceReal unit · City & Guilds Limited
What you'll be able to do
- Understand the fundamental principles and recognised theories that underpin effective recruitment, selection, and induction practice within an organisation.
- Effectively recruit individuals into an organisation, adhering to legal and ethical guidelines.
- Select the most appropriate candidates for a specific role, using a range of selection methods.
- Induct new employees into an organisation, ensuring they are equipped with the necessary knowledge and resources to perform their role effectively.
Review the quality of customer serviceReal unit · City & Guilds Limited
What you'll be able to do
- Understand how to review the quality of customer service within an organisation
- Plan the measurement of customer service against set standards
- Evaluate the quality of customer service and identify areas for improvement
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 5 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.
- Bid for contracts to supply products and services
- Build and maintain relationships with stakeholders and the wider community
- Business Process Design and Improvement
- Carry out and participate in quality audits
- Change Job Roles and Handle Redundancy
- Contribute to the strategic policies of care services
- Develop and maintain your professional connections
- Develop and sustain collaborative relationships with departments and other organisations
Where this can lead
Quality Auditor
Your journey in quality audit is one of continuous learning and increasing impact. Whether you choose to lead teams or become a deeply technical expert, the opportunities to make a real difference to our operational excellence are plentiful. We're here to help you build that career.
See the whole journey →Showing 6 roles, drawn from 309 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
This unit provides knowledge of quality management and audit principles. Learners will prepare for and conduct quality audits, gathering evidence and reporting findings to support organisational improvement.
- Remember
- Understand
- Apply
- Analyse
- Evaluate
- Create
Built for City & Guilds Level 5 NVQ Diploma in Management and Leadership
37 units in this credential, in the order it lists them, awarded by City & Guilds Limited.
- Conduct quality audits
- Contribute to the design and development of an information system
- Contribute to the development of a strategic plan
- Design business processes
- Develop and implement an operational plan
- Develop and maintain professional networks
and 31 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.