How you’d get it
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.
01What it is
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. 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.
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02The units
What each unit actually teaches you to do
Conduct quality audits Real unit · City & Guilds Limited
This unit provides knowledge of quality management and audit principles. You'll prepare for and conduct quality audits, gathering evidence and reporting findings to support organisational improvement.
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 system Real unit · City & Guilds Limited
You'll understand information system design requirements and contribute to system specifications. The unit covers recommending development options considering user needs, business objectives, and technical constraints.
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 plan Real unit · City & Guilds Limited
This unit provides learners with an understanding of strategic planning principles and influencing factors. You'll analyse internal and external factors and contribute to the development of strategic plans.
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 processes Real unit · City & Guilds Limited
You'll explore techniques and tools for designing business processes. They will develop, document, and evaluate business processes to ensure they meet organisational needs and improve efficiency.
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 plan Real unit · City & Guilds Limited
You'll understand operational planning principles and develop comprehensive operational plans. The unit includes implementing and evaluating plans to ensure alignment with organisational goals and identify areas for improvement.
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 networks Real unit · City & Guilds Limited
It teaches you to develop and maintain professional networks. You'll understand effective networking principles, identify relevant networks, and maintain relationships to support personal and organisational development.
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 organisations Real unit · City & Guilds Limited
You'll explore principles of effective collabouration with other organisations. The unit covers identifying and managing collabourative relationships to build trust, communicate effectively, and achieve mutually beneficial outcomes.
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 stakeholders Real unit · City & Guilds Limited
This unit focuses on developing productive working relationships with stakeholders. You'll understand stakeholder engagement, determine collabouration scope, communicate effectively, and evaluate relationship outcomes.
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 proposals Real unit · City & Guilds Limited
This unit provides an understanding of the key elements and structure of sales proposals, emphasising the importance of meeting client needs. You'll develop and evaluate persuasive sales proposals to enhance their effectiveness.
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 management Real unit · City & Guilds Limited
You'll understand the principles of discipline and grievance management, including natural justice and confidentiality. They will develop skills to manage disciplinary and grievance cases in line with organisational policies and legal requirements.
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 development Real unit · City & Guilds Limited
You'll explore principles of learning and development, including learning styles and methods. They will support individuals through coaching and mentoring, and evaluate learning outcomes.
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 processes Real unit · City & Guilds Limited
It teaches you to understand business risk management models and techniques. You'll develop and implement risk management processes and evaluate their effectiveness in mitigating potential organisational risks.
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 strategy Real unit · City & Guilds Limited
You'll understand continuous improvement principles and develop strategies aligned with organisational goals. They will manage the implementation and monitoring of continuous improvement initiatives to enhance organisational performance.
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 strategy Real unit · City & Guilds Limited
This unit covers knowledge management principles and their application within organisations. You'll develop knowledge management strategies aligned with organisational goals, manage knowledge resources, and promote knowledge sharing.
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 strategy Real unit · City & Guilds Limited
This unit covers the principles underpinning quality management and the development of a quality strategy aligned with organisational goals and customer expectations. You'll gain skills to manage quality effectively within an organisation to support its success.
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 responsibility Real unit · City & Guilds Limited
This unit equips learners with knowledge of health and safety responsibilities and liabilities. They will be able to assess, monitor, and minimise risks within their area, review policies, and communicate health and safety information effectively.
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 budget Real unit · City & Guilds Limited
You'll understand how to identify financial requirements and set budgets aligned with organisational goals. The unit covers managing budgets, monitoring expenditure, and evaluating budget performance to support financial control.
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 project Real unit · City & Guilds Limited
This unit provides learners with knowledge of project management principles and processes. You'll plan, manage and evaluate projects to ensure objectives are met within scope, time and budget constraints.
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 process Real unit · City & Guilds Limited
You'll learn to manage the tendering process, including creating tender specifications, managing tender exercises, evaluating bids, negotiating contracts, and awarding contracts fairly and compliantly.
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 risk Real unit · City & Guilds Limited
This unit provides understanding of business risk management concepts. You'll identify, assess, and prioritise risks, and develop strategies to address and mitigate risks to support organisational objectives.
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 operations Real unit · City & Guilds Limited
This unit covers the management of customer service operations. You'll plan and manage operations, prepare staff, and measure performance to ensure customer satisfaction.
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 events Real unit · City & Guilds Limited
This unit provides learners with an understanding of event management principles and processes. You'll learn to plan, manage and follow up events, ensuring effective organisation and evaluation for future improvements.
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 systems Real unit · City & Guilds Limited
It teaches you to understand key aspects of managing information systems, including security, data integrity and user access. You'll set up system processes, manage performance, and address security threats.
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 organisation Real unit · City & Guilds Limited
You'll explore the principles of knowledge management and learn to identify and manage different types of organisational knowledge. The unit develops skills to implement knowledge management systems using appropriate tools and techniques.
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 resources Real unit · City & Guilds Limited
You'll learn to identify, obtain and manage physical resources within a work area. The unit covers assessing resource availability, justifying requirements, and managing resource use according to organisational procedures.
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 development Real unit · City & Guilds Limited
You'll explore the development of new or improved products and/or services. The unit covers identifying needs through market analysis, managing development processes, and preparing for market launch.
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 redeployment Real unit · City & Guilds Limited
This unit covers the management of redundancy and redeployment processes. You'll understand legal requirements and best practices to manage redundancy fairly and redeploy staff effectively within an organisation.
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 change Real unit · City & Guilds Limited
This unit equips learners with knowledge and skills to manage strategic change within organisations. You'll plan, implement and evaluate change initiatives, considering leadership roles, risks and challenges.
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 activities Real unit · City & Guilds Limited
You'll understand strategic management principles related to marketing activities. The unit covers market evaluation, development of marketing communications strategies and plans, and management of strategic marketing activities.
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 environment Real unit · City & Guilds Limited
You'll understand how to support environmentally-friendly working practices and organise work to minimise environmental impact. The unit includes managing resource use and implementing procedures to reduce waste and pollution.
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 technology Real unit · City & Guilds Limited
You'll study the principles of technology optimisation in business, including scoping and managing technological solutions to improve processes. The unit equips learners to enhance efficiency through effective use and management of technology.
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 audits Real unit · City & Guilds Limited
You'll gain knowledge of quality management principles and the role of quality audits. They will prepare documentation and support audit processes to maintain organisational standards.
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 planning Real unit · City & Guilds Limited
You'll explore sources and types of information that support sales planning, including internal and external data. They will conduct business audits and use sales information to identify trends and support the sales planning function.
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 inclusion Real unit · City & Guilds Limited
This unit covers the principles underpinning equality, diversity and inclusion in the workforce. You'll evaluate organisational strategies, policies and practices, and develop skills to promote equality, diversity and inclusion effectively within the workplace.
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 management Real unit · City & Guilds Limited
This unit develops learners' understanding of leadership and management principles. You'll engage and inspire stakeholders and colleagues, deliver results through effective resource management, and evaluate their leadership effectiveness.
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 practice Real unit · City & Guilds Limited
You'll understand recruitment, selection, and induction principles and theories. They will develop skills to recruit, select suitable candidates, and induct new employees in compliance with legal and ethical standards.
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 service Real unit · City & Guilds Limited
This unit covers the review of customer service quality within organisations. You'll plan measurement methods, evaluate service quality against standards, and identify areas for improvement.
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
03The standards
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
Bid for contracts to supply products and services
- Standard
Build and maintain relationships with stakeholders and the wider community
- Standard
Business Process Design and Improvement
- Standard
Carry out and participate in quality audits
- Standard
Change Job Roles and Handle Redundancy
- Standard
Contribute to the strategic policies of care services
- Standard
Develop and maintain your professional connections
- Standard
Develop and sustain collaborative relationships with departments and other organisations
- Standard
Develop and sustain working relationships with colleagues and stakeholders
- Standard
Ensure health and safety requirements are met in your area of responsibility
- Standard
Implement and monitor health and safety procedures for managed properties
- Standard
Investment
- Standard
Manage Relationships During Design and Improvement Programmes for IT Enabled Business Processes
- Standard
Manage a Budget
- Standard
Manage health and safety in managed properties
- Standard
Manage the tendering process to achieve priority outcomes
- Standard
Monitor and evaluate information for sales planning
- Standard
Monitor and evaluate information to support sales planning
04Where it leads
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.
- 2 records
- 2 records
- 3 records
- 1 record
- 1 record
- 1 record
Showing 6 roles, drawn from 265 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
Quality Auditor
This work can lead to managing audit programmes, leading a team of auditors, or setting quality audit strategy for a business unit.
See the whole journey05The credits
The credits, and who awards them
Level 5 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
Conduct quality auditsContribute to the design and development of an information systemContribute to the development of a strategic planDesign business processesDevelop and implement an operational planDevelop and maintain professional networksDevelop and manage collaborative relationships with other organisationsDevelop working relationships with stakeholders
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 The Coach You have to open the conversation in “Discipline and grievance management”. Say the first line to me, exactly as you would say it to them.
You I wanted to have a quick chat about how things have been going recently.
The Coach That is the warning shot, and they will spend it worrying. Try the version that says what this is about in the first sentence.
- Rehearse the conversation Apply
“Discipline and grievance management” 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
“Developing sales proposals” gets practised as a pitch. You make the case out loud, Zavmo asks the question the room would ask, and you make it again.
- Bring your own plan Create
For “Contribute to the development of a strategic plan” you bring the plan you are actually working on, not a case study. Zavmo pulls on the assumptions in it until the weak one shows.
- Draft the real one Create
You do “Conduct quality audits” 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.
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.
City & Guilds Level 5 NVQ Diploma in Management and Leadership
- 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
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 Conduct quality audits, one of this qualification's own units.
Applied to your work in any of these jobs
Which job do you mean?
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.
How the thinking builds
- 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 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.
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.