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 Focus Awards 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 Focus Awards Limited awards. A qualified assessor at the centre judges your evidence, and the certificate comes from Focus Awards Limited.
01What it is
This occupational qualification is for individuals working in customer service roles. It allows learners to develop and demonstrate competence in areas such as championing customer service, reviewing quality, and understanding buyer behaviour.
These are the units Focus Awards 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 Focus Awards Limited. It does the teaching and the mapping. Focus Awards 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
Bespoke Software Real unit · Focus Awards Limited
This unit develops learners' skills in using bespoke software for information management. You'll input, combine, create, modify, and exploit software functions to process and present information efficiently and accurately.
What you'll be able to do
- Input and combine information accurately and efficiently using bespoke software applications.
- Create and modify appropriate data structures within the bespoke software to organise and retrieve information effectively.
- Exploit the various functions of the bespoke software to process and manipulate information according to requirements.
- Present information clearly and concisely using the reporting and output features of the bespoke software.
- Use the bespoke software to analyse data and generate insights to support decision-making.
Build and maintain effective customer relations Real unit · Focus Awards Limited
You'll explore methods for building and maintaining effective customer relationships. They will identify opportunities to develop rapport with diverse customer groups and implement strategies to improve and review these relationships.
What you'll be able to do
- Understand the methods used to build effective relationships with customers in a business environment.
- Determine the scope and opportunities for building effective relationships with diverse customer groups.
- Develop and implement strategies for building and maintaining effective customer relationships.
- Review and improve customer relationship management practices to enhance customer satisfaction and loyalty.
Buyer behaviour in sales situations Real unit · Focus Awards Limited
You'll explore models of buyer behaviour and their influence on the sales cycle. The unit develops skills to respond appropriately at each stage of the buyer's decision-making process, considering psychological, social, and cultural factors.
What you'll be able to do
- Understand the impact of different models of buyer behaviour on the sales cycle.
- Respond appropriately to the buyer at each stage of the decision-making process during a sales interaction.
Champion customer service Real unit · Focus Awards Limited
You'll understand the importance of championing customer service within an organisation. The unit covers identifying areas for improvement and implementing strategies to enhance customer service effectively.
What you'll be able to do
- Understand the importance of championing customer service within an organisation.
- Identify the scope for improvements to customer service within an organisation.
- Champion customer service improvements within an organisation.
Design business processes Real unit · Focus Awards Limited
You'll understand and apply techniques and tools for designing business processes. They will develop, document, and evaluate processes to improve efficiency, cost-effectiveness, and overall organisational performance.
What you'll be able to do
- Understand a range of techniques and tools that support the design of business processes
- Understand how to select appropriate techniques and tools for designing specific business processes
- Develop business processes that meet organisational needs and objectives
- Document business processes clearly and concisely
- Evaluate the effectiveness of business processes in terms of efficiency, cost, and customer satisfaction
- Identify areas for improvement in existing business processes
Develop a customer service strategy Real unit · Focus Awards Limited
It teaches you to understand the importance and components of a customer service strategy. You'll develop a strategy aligned with organisational objectives and create an implementation plan to enhance customer loyalty and reputation.
What you'll be able to do
- Understand the importance of a customer service strategy for an organisation
- Understand the key components of an effective customer service strategy
- Develop a customer service strategy that aligns with organisational objectives
- Develop a plan for implementing a customer service strategy
Develop a social media strategy for customer service Real unit · Focus Awards Limited
This unit covers the development of a social media strategy for customer service. You'll identify target audiences and platforms, develop strategic plans with key performance indicators, and promote the benefits of social media networking.
What you'll be able to do
- Understand the development of a customer service social media strategy, including identifying target audiences and platforms
- Understand the benefits and risks of using social media for customer service
- Develop a customer service social media strategy, aligned with organisational goals and objectives
- Define key performance indicators (KPIs) for a customer service social media strategy
- Promote the benefits of social media networking to customer service teams and stakeholders
- Explain how social media can improve customer engagement and satisfaction
- Advocate for the use of social media as a valuable customer service channel
Develop customer service through social media Real unit · Focus Awards Limited
This unit covers the use of social media platforms to enhance customer service. You'll identify areas for improvement, develop service provision through social media networks, and monitor the effectiveness of these initiatives.
What you'll be able to do
- Understand the different social media platforms that can be used for customer service
- Understand the benefits and risks of using social media for customer service
- Identify areas where customer service can be improved through the use of social media
- Develop customer service provision through social media networks, in line with organisational policies and procedures
- Monitor and evaluate the effectiveness of customer service provision through social media
Develop resources to support consistency of customer service delivery Real unit · Focus Awards Limited
This unit covers the creation and maintenance of customer service knowledge resources. You'll design and develop resource materials and knowledge bases to support consistent and effective customer service delivery.
What you'll be able to do
- Understand how knowledge resources are used to support customer service delivery within an organisation.
- Create a customer service knowledge base that is easily accessible and meets the needs of users.
- Maintain a customer service knowledge base, ensuring information is accurate and up-to-date.
- Develop customer service resource materials that are clear, concise and meet organisational standards.
Encourage innovation Real unit · Focus Awards Limited
It teaches you to identify opportunities for innovation within an organisation. You'll generate, test, and implement innovative ideas and improvements, monitoring their impact on organisational performance.
What you'll be able to do
- Identify opportunities for innovation within the organisation
- Generate and test ideas for innovation and improvement, using appropriate methods
- Implement innovative ideas and improvements effectively, monitoring their impact
Encourage learning and development Real unit · Focus Awards Limited
You'll understand the principles of adult learning and development, including different learning styles. The unit enables support for individual learning needs, adaptation of development activities, and evaluation of learning outcomes.
What you'll be able to do
- Understand the principles of learning and development
- Understand different learning styles and preferences
- Identify individuals' learning and development needs
- Support individuals' learning and development through appropriate methods
- Provide constructive feedback to individuals on their learning and development
- Evaluate individuals’ learning and development progress
- Document individuals' learning and development activities
Gather, analyse and interpret customer feedback Real unit · Focus Awards Limited
It teaches you to plan, gather, analyse, and interpret customer feedback using various methods. You'll use findings to recommend improvements in customer service and inform decision-making.
What you'll be able to do
- Understand the methods used to gather customer feedback effectively.
- Understand how to analyse customer feedback data to identify trends and patterns.
- Understand how to interpret customer feedback to determine areas for improvement.
- Plan the collection of customer feedback on specific customer service issues.
- Gather customer feedback using appropriate methods and tools.
- Analyse customer feedback data to identify key themes and issues.
- Interpret customer feedback to recommend practical improvements to customer service processes.
Initiate and implement operational change Real unit · Focus Awards Limited
This unit provides learners with an understanding of operational change within organisations. You'll plan, manage, and evaluate operational change, considering communication, stakeholder involvement, and organisational culture.
What you'll be able to do
- Understand the key principles that underpin the implementation of operational change within an organisation
- Understand the factors that may impact on the successful implementation of operational change
- Plan for operational change, taking into account relevant organisational factors
- Manage the implementation of operational change effectively
- Evaluate the effectiveness of implemented operational change against agreed objectives and key performance indicators
Manage Health and Safety in own area of responsibility Real unit · Focus Awards Limited
You'll gain knowledge of health and safety responsibilities and liabilities within their area of responsibility. They will learn to assess, monitor, and minimise risks, review policies, and communicate health and safety information effectively.
What you'll be able to do
- Understand responsibilities and liabilities in relation to health and safety legislation, including relevant laws and regulations
- Understand how to assess health and safety risks in own area of responsibility, using appropriate risk assessment techniques
- Understand how to monitor health and safety risks in own area of responsibility, ensuring ongoing compliance
- Understand how to minimise health and safety risks in own area of responsibility, implementing appropriate control measures
- Review health and safety policy in own area of responsibility, ensuring it is up-to-date and effective
- Communicate health and safety policy in own area of responsibility, ensuring all staff are aware of their responsibilities
- Monitor health and safety in own area of responsibility, identifying and addressing any issues
Manage a customer service award programme Real unit · Focus Awards Limited
You'll understand the management of customer service award programmes, including planning, implementation, and monitoring. The unit covers setting objectives and evaluating programme effectiveness within an organisational context.
What you'll be able to do
- Understand the key principles involved in the management of a customer service award programme.
- Understand the different stages involved in the management of a customer service award programme.
- Plan a customer service award programme, including setting objectives and timelines.
- Manage a customer service award programme, including monitoring progress and providing feedback.
Manage a project Real unit · Focus Awards Limited
You'll gain knowledge of project management principles, including planning, execution, monitoring, and evaluation. The unit covers stakeholder roles and responsibilities to ensure projects are delivered effectively and meet objectives.
What you'll be able to do
- Understand the principles of project management, including project planning, execution, monitoring, and control.
- Understand the roles and responsibilities of project stakeholders.
- Plan a project, including defining project scope, objectives, timelines, and resources.
- Manage a project, ensuring that it is delivered on time, within budget, and to the required quality standards.
- Evaluate the effectiveness of a project, identifying lessons learned and areas for improvement.
Manage business risk Real unit · Focus Awards Limited
This unit provides learners with an understanding of business risk management principles, including risk identification, assessment, and mitigation. You'll be able to implement control measures to address and reduce business risks effectively.
What you'll be able to do
- Understand the principles of business risk management, including risk identification, assessment, and evaluation.
- Understand the different types of business risk and their potential impact on an organisation.
- Address identified business risks through the implementation of appropriate control measures.
- Mitigate business risks by developing and implementing risk management strategies and contingency plans.
Manage customer service operations Real unit · Focus Awards Limited
This unit equips learners with knowledge and skills to manage customer service operations, including resource allocation, staff preparation, and performance measurement. You'll apply principles to ensure effective service delivery.
What you'll be able to do
- Understand the principles of managing customer service operations
- Understand the resources required for effective customer service operations
- Plan customer service operations to meet organisational objectives
- Allocate resources effectively for customer service operations
- Manage customer service operations to ensure quality and efficiency
- Prepare staff for the delivery of customer service
- Provide training and development opportunities for customer service staff
- Measure customer service performance using appropriate metrics
- Analyse customer service performance data to identify areas for improvement
Manage direct sales operations in a contact centre Real unit · Focus Awards Limited
You'll contribute to the development of direct sales strategies within a contact centre. They will develop procedures and guidelines, monitor sales activities, and review planning and reporting techniques to improve sales performance.
What you'll be able to do
- Contribute to the development of organisational sales strategy in a contact centre, providing insights and recommendations
- Develop procedures and guidelines to be used for direct sales through a contact centre, ensuring compliance with regulations and best practice
- Implement procedures and guidelines for direct sales activities
- Monitor the effectiveness of direct sales procedures and guidelines
- Review sales planning techniques used for direct sales through a contact centre, identifying areas for improvement
- Review sales analysis techniques used for direct sales through a contact centre, ensuring accurate and insightful reporting
- Review sales reporting techniques used for direct sales through a contact centre, ensuring timely and relevant information is provided to stakeholders
- Understand the principles underpinning direct sales activities in a contact centre, including sales techniques, customer relationship management, and legal requirements
Manage incident management systems in a contact centre Real unit · Focus Awards Limited
You'll develop the skills to manage incident management systems within a contact centre. They will implement procedures, monitor effectiveness, manage escalations, and contribute to organisational incident management strategies.
What you'll be able to do
- Ensure the effective management of incidents through a contact centre, adhering to organisational procedures
- Manage the escalation of incidents according to agreed protocols
- Monitor incident resolution to ensure customer satisfaction
- Contribute to the development of organisational strategy for incident management through a contact centre, based on analysis of incident data
- Recommend improvements to incident management processes and systems
- Understand the management of incidents reported to a contact centre, including incident logging, categorisation, and prioritisation
- Understand the importance of effective communication during incident management
Manage incidents referred to a contact centre Real unit · Focus Awards Limited
It teaches you to manage incidents reported through a contact centre effectively. You'll prioritise, record, escalate incidents appropriately, provide customer updates, and support colleagues in incident management.
What you'll be able to do
- Effectively manage incidents reported through a contact centre, following established procedures.
- Prioritise and escalate incidents appropriately based on their severity and impact.
- Provide clear and timely updates to customers regarding the status of their incidents.
- Provide support and guidance to colleagues on incident management best practices within a contact centre environment.
- Understand the importance of accurate record-keeping and documentation in incident management.
- Understand the procedures for managing different types of incidents reported to a contact centre.
Manage individuals’ performance Real unit · Focus Awards Limited
You'll understand the principles and processes of managing individual performance, including addressing underperformance. They will develop skills to provide constructive feedback and manage performance in line with legal and ethical considerations.
What you'll be able to do
- Understand the principles and processes involved in the management of underperformance in the workplace.
- Manage individuals' performance in the workplace, providing constructive feedback and support.
- Identify the causes of underperformance and implement appropriate strategies to address them.
- Document and monitor individuals' performance, ensuring compliance with organisational policies and procedures.
Manage personal and professional development Real unit · Focus Awards Limited
It teaches you to identify and analyse their current and future personal and professional development needs. You'll develop, implement, and maintain a personal and professional development plan to support ongoing career progression.
What you'll be able to do
- Identify personal development requirements in line with current and future job roles
- Identify professional development requirements to enhance career prospects
- Develop a personal and professional development plan with clear objectives and timescales
- Implement a personal and professional development plan, undertaking planned activities
- Evaluate the effectiveness of completed personal and professional development activities
- Maintain the relevance of a personal and professional development plan by regularly reviewing and updating it
- Adapt a personal and professional development plan to reflect changing priorities and opportunities
Manage team performance Real unit · Focus Awards Limited
You'll learn to manage team performance by setting targets, allocating work, assuring quality, and managing communication. The unit focuses on applying performance management principles to achieve team objectives.
What you'll be able to do
- Understand the principles of managing team performance, including setting targets and monitoring progress
- Allocate work to team members and assure the quality of completed tasks
- Manage communications within a team, ensuring clear and effective information flow
Manage the use of technology to improve customer service Real unit · Focus Awards Limited
You'll understand how technology can be managed to enhance customer service. The unit covers identifying opportunities for technological improvements, implementing changes, and considering data security and privacy implications.
What you'll be able to do
- Understand how to manage the use of technology to improve customer service
- Identify opportunities for customer service improvement through the use of technology
- Implement changes in technology to improve customer service
Monitor the quality of customer service interactions Real unit · Focus Awards Limited
This unit covers the use of key performance indicators and various methods to monitor customer service quality. You'll prepare for and conduct monitoring activities to assess interactions and provide constructive feedback.
What you'll be able to do
- Understand the key performance indicators (KPIs) used to monitor the quality of customer service interactions.
- Understand the different methods and tools used to monitor customer service interactions.
- Understand the importance of providing constructive feedback to customer service staff.
- Prepare to monitor the quality of customer service interactions by identifying relevant KPIs and selecting appropriate monitoring methods.
- Monitor the quality of customer service interactions by observing interactions and collecting data on relevant KPIs.
Negotiating, handling objections and closing sales Real unit · Focus Awards Limited
This unit develops learners' skills in handling customer objections, negotiating effectively, and closing sales. You'll prepare for objections, apply negotiation strategies, and achieve mutually beneficial sales outcomes.
What you'll be able to do
- Understand how to handle objections and negotiate with the customer
- Prepare for objections and negotiation with the customer
- Handle objections effectively
- Negotiate with the customer to reach a mutually agreeable outcome
- Close the sale following negotiation
Obtaining and analysing sales-related information Real unit · Focus Awards Limited
It teaches you to obtain and analyse sales-related information concerning customers, markets, and competitors. You'll use appropriate tools and methods to interpret data and inform strategic business decisions.
What you'll be able to do
- Understand how sales-related information can be used to improve business performance.
- Understand the different types of sales-related information, such as customer data and market trends.
- Understand how to use tools and methods to analyse sales-related information effectively.
- Obtain sales-related information about customers, markets and competitors using appropriate methods.
- Use tools and methods to analyse sales-related information to identify trends and opportunities.
Promote equality, diversity and inclusion in the workplace Real unit · Focus Awards Limited
You'll explore organisational and personal aspects of equality, diversity, and inclusion in the workplace. They will understand relevant policies and legal requirements and develop the skills to support and promote an inclusive work environment.
What you'll be able to do
- Understand the organisational policies and procedures related to equality, diversity, and inclusion in the workplace.
- Understand the legal requirements and ethical considerations related to equality, diversity, and inclusion.
- Understand the personal impact of equality, diversity, and inclusion on individuals and teams.
- Understand the importance of promoting a culture of respect and understanding.
- Support equality, diversity, and inclusion in the workplace by challenging discriminatory behaviour and promoting inclusive practices.
Resolve customers’ complaints Real unit · Focus Awards Limited
This unit covers the monitoring and resolution of customer complaints, emphasising a customer-centric approach. You'll learn to handle complaints professionally and use feedback to improve organisational service quality.
What you'll be able to do
- Understand the importance of monitoring customer complaints to identify areas for improvement.
- Understand the procedures for resolving customer complaints in a timely and professional manner.
- Understand the importance of adhering to organisational policies when dealing with customer complaints.
- Deal with customers’ complaints effectively, using appropriate communication skills.
- Resolve customers’ complaints to their satisfaction, where possible.
Resolve customers’ problems Real unit · Focus Awards Limited
You'll understand processes for monitoring and resolving customer problems. They will develop skills to handle various customer issues professionally and promptly, ensuring effective communication and customer satisfaction.
What you'll be able to do
- Understand the processes involved in monitoring and resolving a range of customer problems effectively.
- Deal with customer problems in a professional and timely manner, ensuring customer satisfaction.
Review the quality of customer service Real unit · Focus Awards Limited
This unit covers methods for reviewing and evaluating the quality of customer service. You'll plan measurement approaches, analyse feedback data, and identify areas for service improvement to support organisational success.
What you'll be able to do
- Understand the importance of customer service quality
- Understand methods for reviewing customer service quality
- Plan the measurement of customer service performance
- Implement methods for measuring customer service performance
- Evaluate the quality of customer service based on collected data
- Identify areas for improvement in customer service
Support environmental sustainability in a business environment Real unit · Focus Awards Limited
You'll understand environmental sustainability principles in a business context and implement best practice strategies. The unit covers waste reduction, resource conservation, compliance with legislation, and promotion of sustainable operations.
What you'll be able to do
- Understand the fundamental principles that support environmental sustainability within a business environment.
- Implement best practice strategies and procedures to promote environmental sustainability within a business environment.
Use service partnerships to deliver customer service Real unit · Focus Awards Limited
You'll understand the use and benefits of service partnerships in customer service delivery. They will build and maintain relationships within partnerships and deliver customer service collabouratively to meet organisational objectives.
What you'll be able to do
- Understand the benefits and challenges of using service partnerships to deliver customer service.
- Understand the different types of service partnerships and their suitability for various customer service needs.
- Understand effective ways of building and maintaining strong working relationships within a customer service partnership.
- Deliver high-quality customer service while working within a customer service partnership framework.
- Communicate effectively with both customers and partner organisations to ensure seamless service delivery.
- Address and resolve any issues that may arise within the customer service partnership.
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
Assess business strategy and commercial risks that a Training and Competence Scheme must address
- Standard
Assist in Communicating IT Business Process Design
- Standard
Bespoke or Specialist Software
- Standard
Build and maintain customer relations
- Standard
Contribute to the handling of incidents and resources in the utilities sector
- Standard
Deliver brand promise using social media
- Standard
Deliver the benefits for the project
- Standard
Develop a customer service strategy
- Standard
Develop customer service social networks
- Standard
Encourage Innovation in Your Area of Responsibility
- Standard
Encourage innovation in your area of responsibility
- Standard
Encourage innovation in your organisation
- Standard
Encouraging Innovation in Your Area of Responsibility
- Standard
Evaluate your organisation’s business processes and systems
- Standard
Handle Customer Complaints
- Standard
Implement Change
- Standard
Improve customer service through use of technology and other resources
- Standard
Maintain a social network as part of multi-channel retail
Showing 18 of 45 standards these units map to.
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.
- 1 record
- 1 record
- 1 record
- 1 record
- 6 records
- 1 record
Showing 6 roles, drawn from 403 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
Complaints Specialist
This work can lead to a lead complaints analyst role, shaping how complaints are handled, or a complaints manager role, running the wider function.
See the whole journey05The credits
The credits, and who awards them
Level 4 credits are regulated, and they are awarded by Focus Awards 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
Bespoke SoftwareBuild and maintain effective customer relationsBuyer behaviour in sales situationsChampion customer serviceDesign business processesDevelop a customer service strategyDevelop a social media strategy for customer serviceDevelop customer service through social media
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 “Gather, analyse and interpret customer feedback”. 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
“Gather, analyse and interpret customer feedback” 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
“Buyer behaviour in sales situations” 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 “Initiate and implement operational change” 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.
- Map a live decision Analyse
“Manage incident management systems in a contact centre” 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.
Focus Awards Level 4 NVQ Diploma in Customer Service (RQF)
- Assess business strategy and commercial risks that a Training and Competence Scheme must address
- Assist in Communicating IT Business Process Design
- Bespoke or Specialist Software
- Build and maintain customer relations
- Contribute to the handling of incidents and resources in the utilities sector
- Deliver brand promise using social media
- Deliver the benefits for the project
- Develop a customer service strategy
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 Bespoke Software, one of this qualification's own units.
Applied to your work in any of these jobs
Which job do you mean?
This unit develops learners' skills in using bespoke software for information management. Learners will input, combine, create, modify, and exploit software functions to process and present information efficiently and accurately.
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 Focus Awards Level 4 NVQ Diploma in Customer Service (RQF)
34 units in this credential, in the order it lists them, awarded by Focus Awards Limited.
- Bespoke Software
- Build and maintain effective customer relations
- Buyer behaviour in sales situations
- Champion customer service
- Design business processes
- Develop a customer service strategy
and 28 more in the full unit list below.
Free tools
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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.
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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.