City & Guilds
Level 2
QN: 600/1648/6
Curriculum Active
City & Guilds Level 2 Diploma in Business Support
Official qualification regulated by Ofqual, awarded by City & Guilds. Classified as a Vocationally-Related Qualification. Total guided learning hours: 971 hours.
Qualification Level
Level 2
Awarding Body
City & Guilds
Syllabus Units
34 Units
Guided Hours
971 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Data Management Software
Verified
Key Learning Objectives:
- Enter, edit and maintain data records in a data management system, Retrieve and display data records to meet requirements
2
Database Software
Verified
Key Learning Objectives:
- Enter, edit and organise structured information in a database
- Use database software tools to extract information and produce reports
3
Delivery of effective customer service
Verified
Key Learning Objectives:
- 1 Describe the principles of customer service, 2 Understand how customer needs and expectations are formed, 3 Understand principles of responding to customers’ problems or complaints, 4 Identify the interpersonal and team working skills required in the customer service environment, 5 Identify the legislation which supports the customer service process
4
Desktop Publishing Software
Verified
Key Learning Objectives:
- Select and use appropriate designs and page layouts for publications, Input and combine text and other information within publications
- Use desktop publishing software techniques to edit and format publications
5
Developing and improving the customer service process
Verified
Key Learning Objectives:
- Explain how customer feedback can improve the customer service process
- Describe the process of promoting products and services
- Explain the importance of effective team
- work and the monitoring of performance
6
Presentation Software
Verified
Key Learning Objectives:
- Input and combine text and other information within presentation slides
- Use presentation software tools to structure, edit and format slides
- Prepare slides for presentation to meet needs
7
Principles of budgets in a business environment
Verified
Key Learning Objectives:
- Understand the purpose of budgets in a business environment
- Understand how to develop budgets
- Understand how to manage budgets
8
Principles of contributing to innovation and change
Verified
Key Learning Objectives:
- Understand the purpose of innovation in a business environment
- Understand how to contribute to innovation
- Understand the reasons for and implications of change in a business environment
- Understand the process of change in a business environment
9
Principles of customer service delivery
Verified
Key Learning Objectives:
- Describe the principles which impact on customer expectations
- Identify how behaviour, communication andinterpersonal skills affect customer expectations and satisfaction
- Describe solutions to customer service problems and complaints within organisational constraints
- Explain how legislation affects the customer service process
10
Principles of maintaining stationery stock
Verified
Key Learning Objectives:
- Understand why stationery stock needs to be available
- Understand how to maintain stationery stock levels
11
Principles of managing information and producing documents
Verified
Key Learning Objectives:
- Understand the purpose of information technology in a business environment
- Understand how to manage electronic and paper based information
- Understand the purpose of producing documents that are fit-for-purpose
- Know the procedures to be followed when producing documents
12
Principles of personal responsibilities and working in a business environment
Verified
Key Learning Objectives:
- Know the employment rights and responsibilities of the employee and employer
- Understand the purpose of health, safety and security procedures in a business environment
- Understand how to communicate effectively with others
- Understand how to work with and support colleagues
- Know how to plan own work and be accountable to others
- Understand the purpose of improving own performance in a business environment and how to do so
- Understand the types of problems that may occur in a business environment and how to deal with them
13
Principles of project management
Verified
Key Learning Objectives:
- Know the difference between routine work and taking part in a project
- Understand how to prepare for and plan a project
- Understand how to monitor a project
- Understand the purpose of evaluating a project and ways of doing so
14
Principles of providing administrative services
Verified
Key Learning Objectives:
- Understand how to make and receive telephone calls
- Understand how to handle mail
- Understand how to use different types of office equipment
- Understand how to keep waste to a minimum in a business environment
- Know how to make arrangements for meetings
- Understand procedures for organising travel and accommodation arrangements
- Understand diary management procedures
- Understand the purpose of delivering effective customer service and how to do so
- Understand the purpose of reception services and how to follow reception procedures
15
Principles of supporting business events
Verified
Key Learning Objectives:
- Understand how to support the organisation of a business event
- Understand the purpose of displaying professional and helpful behaviour whilst supporting a business event and how to do so
- Understand how to deal with problems encountered when supporting a business event
16
Principles of supporting change in a business environment
Verified
Key Learning Objectives:
- Understand why change happens in a business environment
- Understand the purpose of supporting change in a business environment
- Understand how to respond to change in a business environment
17
Principles of working in the Public Sector
Verified
Key Learning Objectives:
- Know the features of the public sector
- Understand how the public sector is structured
- Understand the role of the public sector in providing services and how individual roles contribute to service provision
- Understand finances in the public sector
- Understand how public sector organisations work together and with other organisations
- Understand how performance is monitored and measured in the public sector and the purpose of doing so
18
Spreadsheet Software
Verified
Key Learning Objectives:
- Use a spreadsheet to enter, edit and organise numerical and other data
- Use appropriate formulas and tools to summarise and display spreadsheet information
- Select and use appropriate tools and techniques to present spreadsheet information effectively
19
Supporting the customer service environment
Verified
Key Learning Objectives:
- Apply the practical skills required to deliver effective customer service
- Demonstrate how to meet customer needs and expectations
- Communicate effectively with customers
- Apply customer service improvements and develop self
20
Using Collaborative Technologies
Verified
Key Learning Objectives:
- Stay safe and secure when using collaborative technology, Set up and access IT tools and devices for collaborative working
- Prepare collaborative technologies for use
- Contribute to tasks using collaborative technologies
21
Using Email
Verified
Key Learning Objectives:
- Use e-mail software tools and techniques to compose and send messages
- Manage incoming email effectively
22
Using the Internet
Verified
Key Learning Objectives:
- Connect to the internet
- Use browser software to navigate web pages
- Use browser tools to search for information from the internet
- Use browser software to communicate information online
- Follow and understand the need for safety and security practices when working online
23
Word Processing Software
Verified
Key Learning Objectives:
- Enter, edit and combine text and other information accurately within word processing documents, Structure information within word processing documents
- Use word processing software tools to format and present documents
Regulatory & Verification Details
- Qualification Number (QN)
- 600/1648/6
- Regulated Status
- Available to learners
- Awarding Body
- City & Guilds
- Qualification Type
- Vocationally-Related Qualification
- Operational Start
- May 2011