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 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.
01What it is
Search below to explore the apprenticeships and qualifications that we assess.
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.
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.
02The units
What each unit actually teaches you to do
Awareness of Equality and Diversity at work Real unit · Innovate Awarding
You'll gain awareness of equality and diversity legislation and its application in the workplace. The unit explains the concept of inclusion and its benefits, enabling learners to promote an inclusive and compliant working environment.
What you'll be able to do
- Understand the legal requirements for equality and diversity in the workplace, including relevant legislation
- Understand what is meant by inclusion in the workplace and its benefits
Becoming the perfect candidate Real unit · Innovate Awarding
You'll understand the purpose and structure of a curriculum vitae (CV) and how to tailor it to job requirements. The unit also prepares learners for interviews through participation in mock interviews, developing their confidence and communication skills.
What you'll be able to do
- Know the importance of producing a curriculum vitae (CV) when applying for jobs
- Produce a curriculum vitae (CV) that accurately reflects skills and experience
- Prepare effectively for a job interview
- Take part in a mock interview, demonstrating appropriate communication and interview skills
Communicate effectively with colleagues and customers Real unit · Innovate Awarding
You'll understand effective communication methods, including verbal, non-verbal, and written forms. The unit develops skills to communicate clearly and respectfully with colleagues and customers, emphasising active listening and adaptability.
What you'll be able to do
- Communicate effectively using different methods, including verbal, non-verbal, and written communication.
- Communicate effectively with colleagues and customers, adapting communication style to suit the individual and situation.
Deliver customer service to a challenging customer Real unit · Innovate Awarding
This unit provides learners with knowledge of managing challenging customers through effective communication and de-escalation strategies. You'll learn to remain calm and professional while delivering customer service in difficult situations.
What you'll be able to do
- Understand how to deliver customer service to challenging customers
- Demonstrate the ability to deal with a challenging customer in a professional manner
Effective attitudes and behaviours to prepare for work Real unit · Innovate Awarding
You'll identify positive attitudes and appropriate behaviours required for the workplace. The unit teaches you to demonstrate enthusiasm, professionalism, and effective work habits in preparation for employment.
What you'll be able to do
- Know a range of positive attitudes required for work, such as enthusiasm, reliability and a willingness to learn.
- Know a range of appropriate behaviours required for work, such as punctuality, respect and teamwork.
- Demonstrate effective attitudes and behaviours to prepare for work, showing a commitment to professional standards.
Follow organisational policies and procedures when dealing with customers Real unit · Innovate Awarding
This unit provides knowledge of legal requirements related to customer service, including data protection and equality legislation. You'll develop the ability to follow organisational policies and procedures when dealing with customers.
What you'll be able to do
- Know the legal requirements when providing customer service, including data protection and equality legislation.
- Follow organisational rules and procedures when providing customer service.
Food Service Real unit · Innovate Awarding
You'll gain knowledge of different types of food service operations and develop the ability to serve food professionally. The unit covers hygiene and safety procedures, customer service skills, and effective working practices within a food service environment.
What you'll be able to do
- Know different types of food service operations
- Serve food to customers in a professional manner
- Work effectively in a food service area, following health and safety guidelines
Go the extra mile when dealing with customers Real unit · Innovate Awarding
You'll understand the principles of customer experience and how customer satisfaction is achieved. The unit teaches you to demonstrate going the extra mile by responding effectively to customer needs and enhancing overall satisfaction.
What you'll be able to do
- Understand the principles of customer experience and how customer satisfaction is achieved within an organisation
- Go the extra mile to ensure customer satisfaction in a customer service environment
Handle mail Real unit · Innovate Awarding
This unit covers the handling of incoming and outgoing mail within a work environment. You'll understand organisational procedures for sorting, distributing, preparing, and sending mail while maintaining confidentiality and adhering to relevant guidelines.
What you'll be able to do
- Describe how to handle incoming mail within the work environment, following organisational procedures
- Describe how to handle outgoing mail within the work environment, following organisational procedures
- Handle incoming mail in the work environment, following organisational procedures
- Handle outgoing mail in the work environment, following organisational procedures
Housekeeping and Guest Services Real unit · Innovate Awarding
You'll explore the purpose and structure of guest services within hospitality settings. The unit develops knowledge of departmental roles and responsibilities and the skills to maintain and service accommodation facilities to meet organisational standards.
What you'll be able to do
- Know the purpose of guest services within a hospitality or accommodation setting.
- Know the structure of guest services and how different departments interact.
- Maintain and service accommodation facilities to meet guest expectations and organisational standards.
Introduction to Customer Service Real unit · Innovate Awarding
This unit introduces learners to different customer service roles and their responsibilities. You'll understand the importance of positive customer impressions, effective communication, legal requirements, and the role of customer feedback in service improvement.
What you'll be able to do
- Know the different types of customer service roles and their responsibilities.
- Know the importance of making a positive impression to customers in a customer service environment.
- Understand how to communicate effectively with customers using different methods.
- Understand basic legal requirements relating to the delivery of customer service, including data protection and equality.
- Know the importance of gaining customer feedback to improve service delivery.
Introduction to Health and Safety at Work Real unit · Innovate Awarding
This unit introduces learners to health and safety principles in the workplace. You'll understand legal responsibilities, recognise hazards, conduct risk assessments, use personal protective equipment, and follow procedures for reporting accidents.
What you'll be able to do
- Explain the importance of adhering to health and safety regulations in the workplace
- Describe the procedures for reporting accidents and incidents in the workplace
Introduction to business administration Real unit · Innovate Awarding
This unit provides learners with an introduction to business administration, covering various business activities and their contribution to organisational success. You'll also understand health and safety, security, and confidentiality requirements in a business context.
What you'll be able to do
- Identify different business activities and their purpose
- Understand health and safety requirements for a business environment, including risk assessments and emergency procedures
- Understand security requirements for a business environment, including data protection and access control
- Understand confidentiality requirements for a business environment, including the handling of sensitive information
Introduction to food safety Real unit · Innovate Awarding
This unit equips learners with knowledge of food safety practices including personal hygiene, safe handling and storage of food, cleanliness, and infection prevention. You'll understand how to maintain food safety standards in a food handling environment.
What you'll be able to do
- Know the importance of maintaining personal hygiene standards in a food handling environment
- Safely handle food items to prevent contamination
- Safely store food items to prevent spoilage and contamination
- Understand the importance of maintaining cleanliness in a food preparation area
- Prevent the spread of infection in a food handling environment
Introduction to the catering and hospitality industry Real unit · Innovate Awarding
This unit introduces learners to the sectors within the catering and hospitality industry, their characteristics, and job roles. You'll also gain knowledge of relevant qualifications, training, and experience required for employment in the industry.
What you'll be able to do
- Know the different sectors of the catering and hospitality industry
- Know what the relevant qualifications, training and experience are for employment within the industry
Introduction to the retail industry Real unit · Innovate Awarding
This unit introduces learners to the retail industry, covering different retail outlets, essential occupational skills, customer service requirements, consumer concerns, and health, safety, and security standards within the sector.
What you'll be able to do
- Understand the characteristics of different types of retail outlets and their operational models.
- Understand the essential skills and qualities required for successful employment in various retail occupations.
- Understand the specific customer service requirements within the retail environment to ensure customer satisfaction.
- Understand common consumer concerns and issues within the retail sector and how to address them.
- Understand the health, safety, and security requirements and procedures that are essential in the retail sector.
Keep stock at the required level Real unit · Innovate Awarding
This unit covers stock control principles including rotation, storage, and handling to prevent damage and loss. You'll understand how to replenish stock levels to meet demand and demonstrate safe and effective stock management practices.
What you'll be able to do
- Understand the principles of stock control, including stock rotation and storage
- Understand how to handle stock correctly to prevent damage or loss
- Understand how to replenish stock levels to meet demand
- Demonstrate the ability to handle stock in a safe and efficient manner
- Demonstrate the ability to maintain stock at the required levels
Keep the retail environment clean and tidy Real unit · Innovate Awarding
You'll understand the importance of maintaining a clean and hygienic retail environment. The unit covers potential hazards, legal hygiene requirements, and practical skills for cleaning, sanitising, and maintaining hygiene standards.
What you'll be able to do
- Explain the importance of maintaining a clean and hygienic retail environment
- Maintain a good standard of hygiene in the retail environment, following established procedures
Make and receive telephone calls Real unit · Innovate Awarding
You'll learn to make and receive telephone calls professionally, using appropriate language and etiquette. The unit covers planning calls, active listening, and effective communication to respond to callers in a business context.
What you'll be able to do
- Make telephone calls in a professional context
- Receive telephone calls in a professional context
- Make telephone calls effectively, using appropriate language and etiquette
- Receive telephone calls effectively, responding appropriately to the caller's needs
Personal performance and development Real unit · Innovate Awarding
It teaches you to plan and review their personal development by identifying strengths and weaknesses. You'll set SMART goals and evaluate their progress, accessing resources and support to enhance their development.
What you'll be able to do
- Describe how to plan own self development
- Plan own development activities to meet identified needs
- Review own development activities against planned outcomes
Prepare and cook simple hot dishes Real unit · Innovate Awarding
This unit covers the principal methods of cooking and the equipment used for simple hot dishes. You'll learn to prepare, cook, and present a variety of simple hot dishes while adhering to food safety and hygiene standards.
What you'll be able to do
- Know the principal methods of cooking used in the preparation of simple hot dishes.
- Prepare a range of simple hot dishes using appropriate cooking methods.
- Cook and present a range of simple hot dishes to meet required standards.
Principles of safe, hygenic and secure working environments in hospitality Real unit · Innovate Awarding
You'll understand their responsibilities under health and safety legislation in hospitality and the importance of safe, hygienic, and secure working practices. The unit covers hazard identification and measures to prevent accidents, injuries, and contamination.
What you'll be able to do
- Know their personal responsibilities under the Health and Safety at Work Act
- Know why it is important to work in a safe and hygenic way
- Know about hazards and safety in the workplace
Produce business documents Real unit · Innovate Awarding
You'll learn to produce a range of business documents accurately and professionally. The unit covers planning, drafting, proofreading, and editing business letters, reports, and memos within a workplace context.
What you'll be able to do
- Describe the processes involved in producing different types of business documents
- Produce a range of business documents accurately and to the required standard within a workplace
Promote personal development in care settings Real unit · Innovate Awarding
You'll understand the knowledge, skills, and behaviours required for competence in care roles. The unit develops reflective practice, performance evaluation, and personal development planning to support continuous professional development in care settings.
What you'll be able to do
- Understand the requirements for competence in own work role, including knowledge, skills and behaviours
- Reflect on own practice to identify areas for improvement
- Evaluate own performance against agreed standards and objectives
- Agree a personal development plan with relevant stakeholders, setting realistic and achievable goals
- Use learning opportunities and reflective practice to contribute to personal development, demonstrating progress towards goals
Provide a counter and takeaway service Real unit · Innovate Awarding
This unit develops learners' ability to provide counter and takeaway services professionally. You'll learn to serve customers, process payments, handle queries and complaints, and maintain clean and organised service areas.
What you'll be able to do
- Serve customers efficiently and effectively at the counter, following organisational procedures
- Describe the procedures for serving customers at the counter in a professional manner
- Maintain counter and service areas in a clean, tidy, and organised condition
- Describe the procedures for maintaining counter and service areas to meet hygiene and safety standards
Provide dressing room assistance Real unit · Innovate Awarding
You'll understand the importance of delivering positive customer service and maintaining security within a dressing room environment. The unit covers assisting customers with clothing, offering advice, and implementing procedures to protect belongings and prevent theft.
What you'll be able to do
- Know why it is important to deliver good customer service in a dressing room environment
- Know security procedures within a dressing room area to protect customers and prevent theft
- Provide dressing room assistance to customers, including helping with clothing and offering advice
Recognise and deal with queries and requests Real unit · Innovate Awarding
This unit covers the services and products offered by an organisation and how to handle customer queries and requests professionally. You'll learn to provide accurate information, resolve issues promptly, and follow organisational procedures.
What you'll be able to do
- Know the services and products offered by an organisation, including their features and benefits.
- Understand how to handle queries and requests from customers in a professional manner, following organisational procedures.
- Recognise and deal with queries and requests from customers, providing accurate information and resolving issues effectively.
Record and store customer information Real unit · Innovate Awarding
This unit provides knowledge of the types of customer information required and the importance of accuracy. You'll learn to record and securely store customer information in compliance with data protection regulations.
What you'll be able to do
- Know what customer information is required and why it is important to record it accurately.
- Record customer information accurately and completely, using appropriate methods and systems.
- Store customer information securely and in compliance with data protection regulations.
Searching and applying for a job Real unit · Innovate Awarding
You'll gain knowledge of job search methods, including online platforms and recruitment agencies, and the importance of networking. The unit develops skills to identify personal strengths and apply effectively for suitable job opportunities.
What you'll be able to do
- Search for a job using various methods, including online job boards, recruitment agencies, and networking.
- Search for a job that matches personal skills, interests, and qualifications.
- Apply for a job, including completing application forms, writing covering letters, and preparing a CV.
- Apply for a job, presenting skills and experience effectively to potential employers.
Store and retrieve information Real unit · Innovate Awarding
You'll understand procedures for storing and retrieving workplace information securely. The unit develops skills to manage information accurately, following organisational protocols and data protection regulations.
What you'll be able to do
- Describe the procedures for storing information in a workplace environment
- Describe the procedures for retrieving information in a workplace environment
- Store information accurately and securely according to organisational procedures
- Retrieve information promptly and efficiently according to organisational procedures
Undertaking a work placement Real unit · Innovate Awarding
You'll prepare for, undertake, and review a work placement by setting personal objectives and understanding provider expectations. The unit develops skills to follow workplace procedures, demonstrate appropriate behaviour, and reflect on performance.
What you'll be able to do
- Prepare for a work placement by identifying objectives and expectations
- Undertake a work placement following agreed procedures and guidelines
- Review a work placement, identifying strengths and areas for improvement
Use email Real unit · Innovate Awarding
This unit teaches learners how to compose, send, receive, and manage email messages effectively. You'll organise emails using folders and apply basic security measures to ensure safe and efficient use of email communication.
What you'll be able to do
- Send email messages to specified recipients
- Receive email messages from senders
- Store email messages in an organised manner
- Know the basic security requirements for using email, including password protection and avoiding phishing scams
Use office equipment Real unit · Innovate Awarding
You'll identify various types of office equipment and understand their functions. The unit emphasises the importance of following instructions and minimising waste, and you'll demonstrate safe and effective use of a range of office equipment.
What you'll be able to do
- Identify different types of office equipment and their functions
- Understand the importance of following instructions when using office equipment
- Understand the importance of minimising waste when using office equipment
- Demonstrate the ability to use a range of office equipment safely and effectively
Work in a business environment Real unit · Innovate Awarding
You'll gain understanding of professional behaviour, dress code, punctuality, and communication within a business environment. The unit develops skills to follow instructions, prioritise tasks, and work effectively both independently and as part of a team.
What you'll be able to do
- Describe how to behave effectively in a business environment
- Explain how to work effectively in a business environment
- Demonstrate acting in a professional manner
- Demonstrate behaving in a professional manner
- Demonstrate working effectively within a team
- Demonstrate working effectively independently
Work in a customer service environment Real unit · Innovate Awarding
This unit covers appropriate behaviour and teamwork within a customer service environment. You'll understand their roles and responsibilities, maintain a positive attitude, and develop skills to interact effectively with customers and resolve issues.
What you'll be able to do
- Behave effectively when working in a customer service environment
- Work effectively as part of a team in a customer service environment
- Act and behave in an appropriate manner when interacting with customers
- Deal with customers effectively, addressing their needs and resolving issues
By email
Free, by email
Is this the right qualification for you?
One email to help you decide: the facts, what it teaches and where to start free. With a link back here. Nothing else follows unless you confirm your address.
Juliette Denny, Zavmo's founder, writes about learning and work on LinkedIn. Follow Juliette's Learning Tribe
Study the units online with a personal AI tutor, for £70 a month. Your first Future Fluency module is free.
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
Keep timber and related stock at required levels
- Standard
Maintain and supply stocks to specified levels
Still deciding?
One email to help you decide: the facts, what it teaches and where to start free. With a link back here. Nothing else follows unless you confirm your address.
04The credits
The credits, and who awards them
Level 1 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
Awareness of Equality and Diversity at workBecoming the perfect candidateCommunicate effectively with colleagues and customersDeliver customer service to a challenging customerEffective attitudes and behaviours to prepare for workFollow organisational policies and procedures when dealing with customersFood ServiceGo the extra mile when dealing with customers
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 The Practical Builder Paste in the draft you have for “Follow organisational policies and procedures when dealing with customers”. Not a tidied one, the one you would actually send.
You It is mostly there. The recommendations section is thin.
The Practical Builder Thin is fine, vague is not. Take recommendation two and tell me who does what by when, then we will see if it survives.
- Draft the real one Create
You do “Follow organisational policies and procedures when dealing with customers” 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.
- Map a live decision Analyse
“Awareness of Equality and Diversity at work” 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.
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 Awareness of Equality and Diversity at work, one of this qualification's own units.
Applied to your own work
Learners will gain awareness of equality and diversity legislation and its application in the workplace. The unit explains the concept of inclusion and its benefits, enabling learners to promote an inclusive and compliant working environment.
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 IAO Level 1 Certificate in Employability
35 units in this credential, in the order it lists them, awarded by Innovate Awarding.
- Awareness of Equality and Diversity at work
- Becoming the perfect candidate
- Communicate effectively with colleagues and customers
- Deliver customer service to a challenging customer
- Effective attitudes and behaviours to prepare for work
- Follow organisational policies and procedures when dealing with customers
and 29 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.
Start my free AI Fluency moduleNo 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.