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 Innovate Awarding has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and Innovate Awarding awards. A qualified assessor at the centre judges your evidence, and the certificate comes from Innovate Awarding.
The Level 3 Certificate in Operational Delivery enables learners to acquire the necessary knowledge for employment and/or progression within operational delivery roles, covering customer service, team management, and operational practices.
These are the units Innovate Awarding 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 Innovate Awarding. It does the teaching and the mapping. Innovate Awarding sets this qualification and awards it, and a qualified human assessor makes the assessment decision.
Free first step
Try a free Future Fluency lesson first
The free part is a Future Fluency lesson on using AI at work. It is not part of this qualification. Next, a free account. We build your plan for this qualification as you set up. Teaching towards this qualification begins when you subscribe.
No card · Nothing to commit to
What each unit actually teaches you to do
Dealing with difficult customers and situations Real unit · Innovate Awarding
What you'll be able to do
- Know the characteristics of a difficult customer
- Recognise the components of difficult situations
- Understand techniques to manage difficult customers and situations
Diffusing hostility and managing conflict Real unit · Innovate Awarding
What you'll be able to do
- Understand the importance of communication during challenging situations
- Understand problems and the techniques used to manage situations
- Understand self-management and awareness techniques
Influencing skills Real unit · Innovate Awarding
What you'll be able to do
- Understand how influencing skills can improve services
- Understand the importance of communicating to meet the needs of different audiences
- Understand how to remain professional and objective when communicating with others
Information, advice and guidance Real unit · Innovate Awarding
What you'll be able to do
- Understand the concepts of information, advice and guidance in the context of operational delivery
- Source information, advice and guidance for customers
- Provide information, advice and guidance to customers
Leading a team Real unit · Innovate Awarding
What you'll be able to do
- Understand how to develop team objectives
- Understand how to support individuals within the team
- Manage challenging situations
Legal awareness Real unit · Innovate Awarding
What you'll be able to do
- Understand the legislation appropriate for the role of operational delivery officers
- Know the principles of data protection
- Understand the influence of equality and diversity on operational delivery
Stress and Resilience Real unit · Innovate Awarding
What you'll be able to do
- Understand the causes and symptoms of stress in the workplace
- Understand the impact of work-related stress on performance
- Be more resilient to stress
Systems Approach Real unit · Innovate Awarding
What you'll be able to do
- Understand services available from public sector organisations
- Understand how to make referrals to support the needs of the community
- Know the principles of record keeping for the referral process
Using ICT systems Real unit · Innovate Awarding
What you'll be able to do
- Understand the value of using self-service technology
- Understand the purpose of using IT systems to manage, share and store information
- Maintain currency of using ICT systems
Working with Others Real unit · Innovate Awarding
What you'll be able to do
- Understand how working with others can enhance business results
- Understand how working collaboratively can improve referral processes
- Understand the skills required to work with others
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
Lead the Delivery of Policies
The jobs these credits are mapped to
A qualification is never a dead end here. Each of these is a job record this qualification is a mapped route into.
- 1 record
- 2 records
- 1 record
- 1 record
- 2 records
- 2 records
Showing 6 roles, drawn from 13 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
Junior Data Protection Officer
This role builds a grounding in data protection basics. From here, the path can lead to a senior data protection officer role, or on to lead data protection counsel.
See the whole journeyThe credits, and who awards them
Level 3 credits are regulated, and they are awarded by Innovate Awarding 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
Dealing with difficult customers and situationsDiffusing hostility and managing conflictInfluencing skillsInformation, advice and guidanceLeading a teamLegal awarenessStress and ResilienceSystems Approach
Each one is a real unit registered against this qualification.
How you’d practise it
You don’t watch this. You do it.
You are not assessed on remembering this. You are assessed on applying it, analysing it, evaluating it and producing something. So that is what the practice is: projects, role play and your own live cases, with a tutor in the room.
The Coach · your practice partner Illustration - Rehearse the conversation Apply
“Dealing with difficult customers and situations” 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.
- Map a live decision Analyse
“Systems Approach” 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.
- Lead it Apply
“Diffusing hostility and managing conflict” is practised on the team you actually have. You talk through the call you are about to make, and Zavmo makes you say it the way you would say it to them.
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 Dealing with difficult customers and situations, one of this qualification's own units.
Applied to your work in any of these jobs
This unit enables learners to recognize characteristics of difficult customers and provide techniques to manage difficult situations.
- 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 IAO Level 3 Certificate in Operational Delivery (Advanced)
10 units in this credential, in the order it lists them, awarded by Innovate Awarding.
- Dealing with difficult customers and situations
- Diffusing hostility and managing conflict
- Influencing skills
- Information, advice and guidance
- Leading a team
- Legal awareness
and 4 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.