City & Guilds
Level 2
QN: 601/2734/X
Curriculum Active
City & Guilds Level 2 Certificate in Operational Delivery (VRQ)
Official qualification regulated by Ofqual, awarded by City & Guilds. Classified as a Vocationally-Related Qualification. Total guided learning hours: 147 hours.
Qualification Level
Level 2
Awarding Body
City & Guilds
Syllabus Units
11 Units
Guided Hours
147 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Principles of calculating entitlements
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Principles of calculating entitlements
- Apply practical skills, procedures and techniques in Principles of calculating entitlements
- Evaluate performance, standards and best practices for Principles of calculating entitlements
2
Principles of calculating liabilities
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Principles of calculating liabilities
- Apply practical skills, procedures and techniques in Principles of calculating liabilities
- Evaluate performance, standards and best practices for Principles of calculating liabilities
3
Principles of dealing with customers' financial transactions
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Principles of dealing with customers' financial transactions
- Apply practical skills, procedures and techniques in Principles of dealing with customers' financial transactions
- Evaluate performance, standards and best practices for Principles of dealing with customers' financial transactions
4
Principles of equality and diversity in operational delivery
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Principles of equality and diversity in operational delivery
- Apply practical skills, procedures and techniques in Principles of equality and diversity in operational delivery
- Evaluate performance, standards and best practices for Principles of equality and diversity in operational delivery
5
Principles of protecting data security in own area of responsibility
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Principles of protecting data security in own area of responsibility
- Apply practical skills, procedures and techniques in Principles of protecting data security in own area of responsibility
- Evaluate performance, standards and best practices for Principles of protecting data security in own area of responsibility
6
Principles of providing customer service by telephone
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Principles of providing customer service by telephone
- Apply practical skills, procedures and techniques in Principles of providing customer service by telephone
- Evaluate performance, standards and best practices for Principles of providing customer service by telephone
7
Principles of providing customer service in a team
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Principles of providing customer service in a team
- Apply practical skills, procedures and techniques in Principles of providing customer service in a team
- Evaluate performance, standards and best practices for Principles of providing customer service in a team
8
Principles of providing customer service in writing
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Principles of providing customer service in writing
- Apply practical skills, procedures and techniques in Principles of providing customer service in writing
- Evaluate performance, standards and best practices for Principles of providing customer service in writing
9
Principles of providing customer service using technology
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Principles of providing customer service using technology
- Apply practical skills, procedures and techniques in Principles of providing customer service using technology
- Evaluate performance, standards and best practices for Principles of providing customer service using technology
10
Principles of providing face-to-face customer service
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Principles of providing face-to-face customer service
- Apply practical skills, procedures and techniques in Principles of providing face-to-face customer service
- Evaluate performance, standards and best practices for Principles of providing face-to-face customer service
11
Principles of working in operational delivery
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Principles of working in operational delivery
- Apply practical skills, procedures and techniques in Principles of working in operational delivery
- Evaluate performance, standards and best practices for Principles of working in operational delivery
Regulatory & Verification Details
- Qualification Number (QN)
- 601/2734/X
- Regulated Status
- Available to learners
- Awarding Body
- City & Guilds
- Qualification Type
- Vocationally-Related Qualification
- Operational Start
- Apr 2014