City & Guilds
Level 3
QN: 600/1646/2
Curriculum Active
City & Guilds Level 3 Diploma in Business Support
Official qualification regulated by Ofqual, awarded by City & Guilds. Classified as a Vocationally-Related Qualification. Total guided learning hours: 841 hours.
Qualification Level
Level 3
Awarding Body
City & Guilds
Syllabus Units
26 Units
Guided Hours
841 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:
- Create and modify non-relational database tables, Enter, edit and organise structured information in a database
- Use database software tools to run queries 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
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
5
Introduction to Notice Processing and Information Management
Verified
Key Learning Objectives:
- 001 Understand the roles of key organisations involved in private and public sector parking enforcement, 002 Understand the background to current parking legislation, 003 Understand the role of the Notice Processor, 004 Know how to record accurately the necessary information for vehicle identification, 005 Understand key tools to aid communication, 006 Understand the concept & key principles of equality & diversity, 007 Understand the Data Protection Act (DPA), 008 Understand the Freedom of Information Act (FOI), 009 Know how to process incoming correspondence, 010 Understand how to process payments, 011 Understand how to carry out audit activities
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 slide sequences
- Prepare slideshow for presentation
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 in a business environment
Verified
Key Learning Objectives:
- Understand how to design and monitor information systems
- Understand how to research information
- Understand how to organise
- report and evaluate the relevance of information
- Understand how to store information
- Understand how to design and produce documents
- Understand how to maintain security and confidentiality in a business environment
12
Principles of personal responsibilities and how to develop and evaluate own performance at work
Verified
Key Learning Objectives:
- Understand the employment rights and responsibilities of the employee and employer and their purpose
- Understand the purpose of health, safety and security procedures in a business environment
- Understand how to manage own work
- Understand how to evaluate and improve own performance in a business environment
- Understand the types of problems that may occur with own work and how to deal with them
- Understand the decision making process
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 and maintaining administrative services
Verified
Key Learning Objectives:
- Understand how to order products and services
- Understand how to keep waste to a minimum in a business environment
- Understand the purpose of delivering effective customer service
- Know how to take minutes
- Understand how to organise meetings
- Understand how to organise events
- Understand how to manage diary systems
15
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
16
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
17
Principles of working with and supervising others in a business environment
Verified
Key Learning Objectives:
- Understand the purpose of working with others in a team
- Understand how to behave in a way that supports positive working with others
- Understand the purpose and methods of communicating effectively with others in a team
- Understand how to assess own work and the work of a team
18
Spreadsheet Software
Verified
Key Learning Objectives:
- Use a spreadsheet to enter, edit and organise numerical and other data
- Select and use appropriate formulas and data analysis tools to meet requirements
- Select and use tools and techniques to present and format spreadsheet information
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 working with collaborative technology
- Plan and set up 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 e-mail effectively
22
Word Processing Software
Verified
Key Learning Objectives:
- Enter and combine text and other information accurately within word processing documents
- Create and modify layout and structures for word processing documents
- Use word processing software tools to format and present documents effectively to meet requirements
Regulatory & Verification Details
- Qualification Number (QN)
- 600/1646/2
- Regulated Status
- Available to learners
- Awarding Body
- City & Guilds
- Qualification Type
- Vocationally-Related Qualification
- Operational Start
- May 2011
- Operational End
- Dec 2026