How you’d get this certificate
- Zavmo teaches you. You learn the units one-to-one with an AI tutor, on your own work.
- You register with an approved centre. That is a college, training provider or employer City & Guilds Limited has approved to offer this qualification. Zavmo is not an approved centre, so you register with them, not with us.
- The centre assesses, and City & Guilds Limited awards. A qualified assessor at the centre judges your evidence, and the certificate comes from City & Guilds Limited.
City & Guilds Public Services Operational Delivery qualifications. Leading vocational education and training organisation.
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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What each unit actually teaches you to do
Principles of dealing with customer’s financial transactions Real unit · City & Guilds Limited
What you'll be able to do
- Understand the codes, law and regulatory requirements related to dealing with financial data Learning outcome The learner will:
- Understand how to deal with customer transactions and documentation Learning outcome The learner will:
- Understand how to deal with gaps, errors and irregularities in information
Principles of providing customer service by telephone Real unit · City & Guilds Limited
What you'll be able to do
- Understand the organisation’s guidelines and procedures for the use of the telephone Learning outcome The learner will:
- Deal with telephone calls from customers Learning outcome The learner will:
- Understand how to deal with gaps, errors and irregularities in information Learning outcome The learner will:
- Understand the process of resolving customer service problems when communicating by telephone
Principles of providing customer service in a team Real unit · City & Guilds Limited
What you'll be able to do
- Understand the principles of team working Learning outcome The learner will:
- Support colleagues within the team to complete tasks Learning outcome The learner will:
- Understand how to use feedback to identify potential customer service improvements Learning outcome The learner will:
- Understand how to support customer service improvements
Principles of providing customer service in writing Real unit · City & Guilds Limited
What you'll be able to do
- 2. know how to communicate with customers in writing Learning outcome The learner will:
- Understand how to deal with gaps
- Errors and irregularities in information Learning outcome The learner will:
- Understand the process of resolving customer service problems when communicating in writing
Principles of providing customer service using technology Real unit · City & Guilds Limited
What you'll be able to do
- Understand how to deal with customers using technology Learning outcome The learner will:
- Understand how to provide advice and guidance to customers when using technology Learning outcome The learner will:
- Obtain and validate information Learning outcome The learner will:
- Understand how to deal with gaps, errors and irregularities in information Learning outcome The learner will:
- Understand how to process customer service information using technology Learning outcome The learner will:
- Understand the benefits of customers using self-service technology Learning outcome The learner will:
- Support customers using self-service technology
Principles of providing face-to-face customer service Real unit · City & Guilds Limited
What you'll be able to do
- Establish rapport and identify customer needs Learning outcome The learner will:
- Gather detailed information from customers using questioning techniques Learning outcome The learner will:
- Understand how to deal with gaps, errors and irregularities in information Learning outcome The learner will:
- Understand the process of resolving customer service problems when working face-to – face with customers
Working in operational delivery Real unit · City & Guilds Limited
What you'll be able to do
- Understand the scope of operational delivery profession Learning outcome The learner will:
- Understand how to evaluate and improve professional capability to enhance service to customers Learning outcome The learner will:
- Assess own career goals and personal development Learning outcome The learner will:
- Set personal work objectives
The national standards these units are built against
What the job actually needs, in the words employers and awarding bodies already use for the work itself.
- Standard
Communicate Clearly: Write Effective Customer Communications
- Standard
Communicate Information Effectively: Understand Audiences and Adapt
- Standard
Conduct the Levy
- Standard
Deal with gaps in information provided
- Standard
Design and Test Effective Operational Delivery Processes
- Standard
Design, develop and test information systems
- Standard
Designing PSG Policies: Ensuring Legal and Best Practices
- Standard
Make informed management decisions through analysis
- Standard
Understand the operational environment for planning
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
- 1 record
- 1 record
Showing 3 roles, drawn from 4 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
Head of Delivery Operations
This role can lead to managing operational teams and systems, or building deep specialist expertise in operational design without managing people.
See the whole journeyThe credits, and who awards them
Level 4 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
Principles of dealing with customer’s financial transactionsPrinciples of providing customer service by telephonePrinciples of providing customer service in a teamPrinciples of providing customer service in writingPrinciples of providing customer service using technologyPrinciples of providing face-to-face customer serviceWorking in operational delivery
Each one is a real unit registered against this qualification.
How you’d practise it
You don’t watch this. You do it.
You are not assessed on remembering this. You are assessed on applying it, analysing it, evaluating it and producing something. So that is what the practice is: projects, role play and your own live cases, with a tutor in the room.
The Practical Builder · your make-it-real tutor Illustration - Draft the real one Create
You do “Principles of dealing with customer’s financial transactions” on a real document of your own. Zavmo works on the draft you have to send anyway, so the coursework and the job are the same piece of work.
- Lead it Apply
“Principles of providing customer service in a team” 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.
What you leave holding
The standards this credential builds, in the shape the product keeps them
Nothing here is marked learned. There is no learner on a public page, so the map shows what the qualification covers rather than what anybody has done.
- Communicate Clearly: Write Effective Customer Communications
- Communicate Information Effectively: Understand Audiences and Adapt
- Conduct the Levy
- Deal with gaps in information provided
- Design and Test Effective Operational Delivery Processes
- Design, develop and test information systems
- Designing PSG Policies: Ensuring Legal and Best Practices
- Make informed management decisions through analysis
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 Principles of dealing with customer’s financial transactions, one of this qualification's own units.
Applied to your work in any of these jobs
Learners will understand codes, laws, and regulatory requirements related to handling customer financial data. The unit covers organisational procedures, policies, sources of information, and methods of receiving financial information.
- 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 4 Certificate in Operational Delivery (Management)
7 units in this credential, in the order it lists them, awarded by City & Guilds Limited.
- Principles of dealing with customer’s financial transactions
- Principles of providing customer service by telephone
- Principles of providing customer service in a team
- Principles of providing customer service in writing
- Principles of providing customer service using technology
- Principles of providing face-to-face customer service
and 1 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.