City & Guilds
Level 3
QN: 601/2737/5
Curriculum Active
City & Guilds Level 3 Certificate in Operational Delivery (VRQ)
Official qualification regulated by Ofqual, awarded by City & Guilds. Classified as a Vocationally-Related Qualification. Total guided learning hours: 267 hours.
Qualification Level
Level 3
Awarding Body
City & Guilds
Syllabus Units
19 Units
Guided Hours
267 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Customer service in partnership
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Customer service in partnership
- Apply practical skills, procedures and techniques in Customer service in partnership
- Evaluate performance, standards and best practices for Customer service in partnership
2
Investigate suspected non-compliance in operational delivery
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Investigate suspected non-compliance in operational delivery
- Apply practical skills, procedures and techniques in Investigate suspected non-compliance in operational delivery
- Evaluate performance, standards and best practices for Investigate suspected non-compliance in operational delivery
3
Manage team and individual performance against set objectives
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Manage team and individual performance against set objectives
- Apply practical skills, procedures and techniques in Manage team and individual performance against set objectives
- Evaluate performance, standards and best practices for Manage team and individual performance against set objectives
4
Managing debt in operational delivery
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Managing debt in operational delivery
- Apply practical skills, procedures and techniques in Managing debt in operational delivery
- Evaluate performance, standards and best practices for Managing debt in operational delivery
5
Operational delivery interviews
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Operational delivery interviews
- Apply practical skills, procedures and techniques in Operational delivery interviews
- Evaluate performance, standards and best practices for Operational delivery interviews
6
Operational delivery visits
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Operational delivery visits
- Apply practical skills, procedures and techniques in Operational delivery visits
- Evaluate performance, standards and best practices for Operational delivery visits
7
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
8
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
9
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
10
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
11
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
12
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
13
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
14
Principles of researching the labour market to respond to customer needs
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Principles of researching the labour market to respond to customer needs
- Apply practical skills, procedures and techniques in Principles of researching the labour market to respond to customer needs
- Evaluate performance, standards and best practices for Principles of researching the labour market to respond to customer needs
15
Resolving customer service problems in operational delivery
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Resolving customer service problems in operational delivery
- Apply practical skills, procedures and techniques in Resolving customer service problems in operational delivery
- Evaluate performance, standards and best practices for Resolving customer service problems in operational delivery
16
Safety and security in operational delivery
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Safety and security in operational delivery
- Apply practical skills, procedures and techniques in Safety and security in operational delivery
- Evaluate performance, standards and best practices for Safety and security in operational delivery
17
Technical advice in operational delivery cases
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Technical advice in operational delivery cases
- Apply practical skills, procedures and techniques in Technical advice in operational delivery cases
- Evaluate performance, standards and best practices for Technical advice in operational delivery cases
18
Verify the calculation/entitlement
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Verify the calculation/entitlement
- Apply practical skills, procedures and techniques in Verify the calculation/entitlement
- Evaluate performance, standards and best practices for Verify the calculation/entitlement
19
Working in operational delivery
Verified
Key Learning Objectives:
- Understand key principles, terminology and concepts of Working in operational delivery
- Apply practical skills, procedures and techniques in Working in operational delivery
- Evaluate performance, standards and best practices for Working in operational delivery
Regulatory & Verification Details
- Qualification Number (QN)
- 601/2737/5
- Regulated Status
- Available to learners
- Awarding Body
- City & Guilds
- Qualification Type
- Vocationally-Related Qualification
- Operational Start
- Apr 2014