Service Industries

E2E stub concept

This subtopic explores the comprehensive view of service delivery, encompassing all stages from initial customer contact to post-service follow-up, known as the end-to-end (E2E) journey. The 'stub concept' introduces the methodology of creating simplified, placeholder models for specific service components or interactions. This approach facilitates early-stage design validation, testing, and training without requiring full system implementation, thereby streamlining development and mitigating risks in complex service environments.

Cleaning and maintenance of external surfaces and areas

This element covers the essential knowledge and practical skills required to safely and effectively clean and maintain external surfaces such as pathways, car parks, and building facades. Learners will understand how to select appropriate equipment and methods, follow risk assessments, and complete tasks to industry standards, ensuring compliance with health and safety and environmental regulations. The focus is on preparing for tasks, executing cleaning operations, and concluding with proper waste disposal and equipment maintenance, which are critical for professional cleaning operatives.

Highfield Level 2 Certificate In Cleaning Principles (RQF)

Carry out maintenance and minor repairs

This element focuses on the competencies required to safely and effectively carry out maintenance and minor repairs as part of cleaning and support services roles. It covers the preparation process, including risk assessment, tool selection, and resource gathering, as well as the practical execution of tasks such as replacing consumables, adjusting fixtures, and performing basic fixes. Mastery of this element ensures that learners can maintain a safe and functional environment, reducing the need for specialist intervention for routine issues.

Highfield Level 2 Certificate in Cleaning and Support Services Skills (RQF)

Deep cleaning of internal equipment surfaces and areas

This subtopic equips learners with the competencies to systematically prepare, execute, and evaluate deep cleaning of internal equipment surfaces and areas. It emphasises adherence to safety protocols, selection of appropriate cleaning agents and methods, and meticulous post-cleaning checks to ensure thorough decontamination and operational readiness. Mastery of these procedures is critical for maintaining hygienic environments and extending asset lifespan.

Highfield Level 2 Certificate In Cleaning Principles (RQF)

Clean, maintain and protect semi-hard and hard floors

This element covers the systematic approach to maintaining semi-hard and hard floors, including preparation, cleaning, and protective treatments. Learners demonstrate the ability to select appropriate equipment, chemicals, and methods for different floor types, ensuring health and safety compliance and extending floor longevity through proper care.

Highfield Level 2 Certificate in Cleaning and Support Services Skills (RQF)

Communicate effectively in the workplace

This element covers the core communication skills required in cleaning and support services roles, including verbal and non-verbal methods, using workplace documentation, and ensuring accurate information transfer. It focuses on practical application to maintain safety, service quality, and team coordination, such as reporting faults, updating cleaning logs, and liaising with clients or colleagues.

Highfield Level 2 Certificate in Cleaning and Support Services Skills (RQF)

Health and Safety for the cleaning and support services industry

This subtopic covers essential health and safety requirements for cleaning and support services roles, including key legislation such as the Health and Safety at Work Act, COSHH, and RIDDOR. It emphasises practical application through safe working procedures, risk control measures, and the correct use of personal protective equipment to minimise workplace incidents.

Highfield Level 2 Certificate In Cleaning Principles (RQF)

Internal cleaning of passenger transport

This element equips learners with the competencies to systematically prepare, execute, and finalise internal valeting of passenger transport vehicles, such as buses, trains, and coaches. It covers the selection and safe use of appropriate cleaning agents and equipment, meticulous attention to surfaces and furnishings, and the essential post-cleaning procedures including waste disposal and resource management, ensuring compliance with industry and health standards.

Highfield Level 2 Certificate In Cleaning Principles (RQF)

Deal with non-routine waste

This element covers the safe handling, labelling, and transfer of non-routine waste, including hazardous, clinical, and suspicious items, in line with organisational policies and legal requirements. Learners will develop the skills to identify and respond to waste that deviates from standard refuse, ensuring containment, labelling, and disposal methods prevent harm to persons and the environment. Effective waste management is critical to maintaining health and safety standards in a cleaning and support services role.

Highfield Level 2 Certificate in Cleaning and Support Services Skills (RQF)

Maintenance and minor repairs of property

This element covers the essential skills for cleaners to perform basic maintenance and minor repairs on property, such as fixing loose fixtures, touching up paintwork, or unblocking drains, while using appropriate tools and materials safely. It emphasizes the importance of preparation, correct execution, and post-task checks to maintain a safe and functional environment, aligning with health and safety regulations. Learners must demonstrate competence in selecting resources, completing tasks, and leaving the area clean and tidy.

Highfield Level 2 Certificate In Cleaning Principles (RQF)

Deal with routine waste

This unit covers the essential knowledge and practical skills required to manage routine waste in cleaning and support service environments. Learners will develop an understanding of waste classification, safe handling procedures for both general and hazardous waste, and proper techniques for dealing with waste containers and suspicious items. The focus is on compliance with health and safety regulations, environmental sustainability, and maintaining hygiene standards in various settings.

Highfield Level 2 Certificate in Cleaning and Support Services Skills (RQF)

Manual street cleaning

Manual street cleaning involves the systematic removal of litter, debris, and detritus from public highways and spaces using manual tools and equipment. This element covers the full cycle from preparation and risk assessment through to post-cleaning checks, waste disposal, and equipment maintenance, ensuring compliance with health, safety, and environmental standards.

Highfield Level 2 Certificate In Cleaning Principles (RQF)

Deep clean equipment and surfaces

This element focuses on the systematic deep cleaning of equipment and surfaces within specialist cleaning environments, such as healthcare or food preparation areas. Learners develop the ability to select appropriate methods, chemicals, and equipment, ensuring thorough decontamination and hygiene standards. The competency also covers post-cleaning restoration, confirming the area is safe and ready for use in line with industry regulations.

Highfield Level 2 Certificate in Cleaning and Support Services Skills (RQF)

Mechanical street cleaning

This subtopic equips learners with the skills to safely and efficiently operate mechanical street cleaning equipment, including preparation, execution, and post-task checks, ensuring compliance with environmental and health and safety regulations. It focuses on practical application in real-world settings such as highways, public spaces, and industrial sites, emphasising the correct use of sweepers, scrubber driers, and waste transfer procedures.

Highfield Level 2 Certificate In Cleaning Principles (RQF)

Develop yourself in the job role

This element focuses on the ability to proactively manage personal development within a cleaning and support services role. It covers identifying learning needs, setting realistic goals, and accessing appropriate training or support to enhance job performance and career progression. Learners must demonstrate self-evaluation and a commitment to continuous improvement in line with industry standards.

Highfield Level 2 Certificate in Cleaning and Support Services Skills (RQF)

Perform street cleansing manually

This subtopic focuses on the practical skills and knowledge required for manual street cleansing, including the safe and effective removal of litter, detritus, and debris from public grounds. It covers the use of appropriate tools and techniques, waste segregation, and the maintenance of waste collection points to ensure environmental cleanliness and compliance with health and safety regulations.

Highfield Level 2 Certificate in Cleaning and Support Services Skills (RQF)

Periodic cleaning of hard and semi hard floors

This element covers the systematic approach to periodic cleaning and protective treatment of hard and semi-hard floors, including tasks like stripping old finish, scrubbing, and recoating. Learners must understand how to assess floor types, choose appropriate chemicals and equipment, and execute methods safely and efficiently. Practical application focuses on maintaining floor hygiene, appearance, and longevity in commercial settings such as hospitals, schools, and offices, where periodic deep cleaning preserves surface integrity and slip resistance.

Highfield Level 2 Certificate In Cleaning Principles (RQF)

Perform street cleansing mechanically

This subtopic focuses on the safe and effective use of mechanical equipment, such as ride-on sweepers and scrubber-driers, for street cleansing. Learners must understand operational procedures, waste handling, and post-use maintenance to ensure high standards of cleanliness and compliance with environmental regulations.

Highfield Level 2 Certificate in Cleaning and Support Services Skills (RQF)

Periodic cleaning of soft floors and furnishings

This subtopic focuses on the systematic approach to periodic deep cleaning of soft floors (e.g., carpets) and furnishings (e.g., upholstery). It encompasses all stages from pre-cleaning preparation and risk assessment to the execution of cleaning processes and final quality checks. Proper techniques ensure the removal of deep-seated dirt, stains, and allergens while prolonging the life of textiles and maintaining a hygienic environment.

Highfield Level 2 Certificate In Cleaning Principles (RQF)

Working safely at heights in the cleaning and support services industry

This subtopic focuses on the essential knowledge and skills required to safely prepare for and conduct cleaning and support services tasks at height. It covers risk assessment, selection and inspection of access equipment, and the correct use of fall prevention and protection measures. Practical application ensures learners can minimise the risk of falls, a leading cause of workplace injury, by applying legal and organisational safety procedures when using ladders, mobile towers, or other elevated work platforms.

Highfield Level 2 Certificate In Cleaning Principles (RQF)

Reduce risks to health and safety in the workplace

This element focuses on the practical application of health and safety procedures to identify, evaluate, and reduce risks specific to cleaning and support services environments. Learners must demonstrate the ability to conduct thorough risk assessments, implement control measures such as safe use of equipment and chemicals, and adhere to organisational and legal requirements to maintain a safe workplace for themselves and others.

Highfield Level 2 Certificate in Cleaning and Support Services Skills (RQF)

Working with customers and others in the cleaning and support services industry

This subtopic focuses on the essential interpersonal skills required for cleaning and support services professionals to interact positively with customers and colleagues. Learners will explore effective communication techniques, strategies for identifying and meeting customer expectations, and the dynamics of collaborative team working to ensure a safe, efficient, and professional service environment.

Highfield Level 2 Certificate In Cleaning Principles (RQF)

Use a water-fed pole system to clean windows and facades

This subtopic focuses on the safe and effective use of water-fed pole systems for cleaning windows and building facades, a method that utilizes purified water and extendable poles to reach high areas without ladders. Learners must demonstrate both theoretical understanding and practical competence in pre-use checks, operation, and post-use maintenance, ensuring compliance with health and safety regulations and achieving streak-free results. Mastery includes selecting appropriate equipment, adjusting water flow, and troubleshooting common issues, all while maintaining productivity and client satisfaction.

Highfield Level 2 Certificate in Cleaning and Support Services Skills (RQF)

Clean and maintain external surfaces and areas

This element focuses on the systematic approach to cleaning external surfaces and areas, including paved walkways, building façades, windows, and outdoor fixtures. It covers preparation steps such as risk assessment, selecting appropriate equipment and cleaning agents, and implementing safety measures, through to executing the cleaning task and completing post-clean checks. Practical application ensures learners can maintain exterior environments to a professional standard, enhancing safety, appearance, and longevity of surfaces.

Highfield Level 2 Certificate in Cleaning and Support Services Skills (RQF)

Cleaning of confined spaces

This subtopic focuses on the safe and effective cleaning of confined spaces, which are areas with limited entry and exit points that may contain hazardous atmospheres or physical dangers. Learners must understand the legal requirements, risk assessments, and use of appropriate personal protective equipment and cleaning methods to mitigate risks. Practical application includes cleaning tasks in tanks, silos, ductwork, drainage systems, and other restricted environments within various service industries such as hospitality, healthcare, and industrial facilities.

Highfield Level 2 Certificate In Cleaning Principles (RQF)

Work individually and follow reporting procedures in a cleaning environment

This element addresses the critical skills required for cleaning operatives to work independently while maintaining personal safety and adhering to workplace protocols. It covers risk assessment, proper use of PPE, safe handling of cleaning agents, and effective communication and reporting procedures. Mastery ensures operatives can complete tasks without direct supervision, upholding health and safety standards and organizational policies.

Highfield Level 2 Certificate in Cleaning and Support Services Skills (RQF)

Work safely at heights

This subtopic covers the essential principles and practical skills required to carry out cleaning tasks at height without risk to self or others. It includes risk assessment, selecting and using appropriate access equipment (such as ladders, stepladders, and mobile towers), and adhering to safe working procedures. Learners will apply these principles in realistic cleaning scenarios, ensuring compliance with health and safety legislation and industry best practice.

Highfield Level 2 Certificate in Cleaning and Support Services Skills (RQF)

Work with others and follow reporting procedures

This element covers the essential collaborative and reporting skills required in cleaning and support services roles. Learners must understand how to prepare for tasks according to organisational requirements, function effectively within a team, and handle conflicts or incidents by following proper reporting channels. Mastery ensures workplace safety, efficiency, and compliance with company policies.

Highfield Level 2 Certificate in Cleaning and Support Services Skills (RQF)

Clean and maintain internal surfaces and areas

This element covers the systematic preparation, cleaning, and maintenance of internal surfaces and areas within a professional cleaning context, emphasizing adherence to health and safety regulations, appropriate selection and use of cleaning agents and equipment, and the importance of post-cleaning inspection and documentation to ensure work meets required standards and customer satisfaction.

Highfield Level 2 Certificate in Cleaning and Support Services Skills (RQF)

Cleaning of food areas

This element covers the essential procedures for safely and effectively cleaning food preparation and service areas to prevent contamination and comply with food safety regulations. Learners will develop practical skills in preparing, carrying out, and checking cleaning tasks, including proper selection and use of equipment, chemicals, and personal protective equipment, and correct waste disposal. Mastery ensures a hygienic environment that protects public health and meets industry standards.

Highfield Level 2 Certificate In Cleaning Principles (RQF)

Clean and maintain soft floors and furnishings

This element equips learners with the practical skills and underpinning knowledge to effectively clean and maintain soft floor coverings (such as carpets and rugs) and soft furnishings (including curtains and upholstery). It covers essential preparation steps, selection and safe use of equipment and cleaning agents, and appropriate maintenance techniques to preserve appearance and extend service life, with a strong emphasis on health, safety, and customer satisfaction. Mastery of these procedures ensures compliance with industry standards in both domestic and commercial cleaning contexts.

Highfield Level 2 Certificate in Cleaning and Support Services Skills (RQF)

Cleaning of glazed surfaces and facades

This element focuses on the essential processes for effectively cleaning glazed surfaces and facades, including windows, glass panels, and building exteriors. Learners will develop skills in preparing the work area, selecting appropriate methods and materials, executing cleaning tasks safely, and finalising the job through inspection, waste disposal, and equipment care. Practical application ensures surfaces are left streak-free and hygienic while adhering to health and safety standards in professional cleaning environments.

Highfield Level 2 Certificate In Cleaning Principles (RQF)

Clean confined spaces

This element focuses on the safe and effective cleaning of confined spaces, including tanks, ducts, and pits, in line with organisational procedures. Learners must understand hazards, risk assessments, and permit-to-work systems, and demonstrate practical competence in selecting appropriate equipment, PPE, and cleaning methods to achieve hygienic standards while maintaining personal safety and compliance.

Highfield Level 2 Certificate in Cleaning and Support Services Skills (RQF)

Cleaning of high risk areas _controlled environments_

This subtopic covers the rigorous procedures required for cleaning controlled environments such as cleanrooms, healthcare settings, or pharmaceutical production areas. Learners must understand how to prepare for, execute, and verify cleaning activities while strictly adhering to infection control protocols to maintain environmental integrity and safety. Practical application involves demonstrating competence in selecting and using specialist equipment, chemicals, and techniques to eliminate contaminants and prevent cross-infection.

Highfield Level 2 Certificate In Cleaning Principles (RQF)

Cleaning of interiors and washrooms

This subtopic covers the complete process of professional cleaning in interior spaces and washrooms, from initial preparation and risk assessment to the safe execution of cleaning tasks and final inspection. Learners will develop practical skills in selecting and using equipment, chemicals, and personal protective equipment (PPE) to maintain hygiene standards, prevent cross-contamination, and comply with health and safety regulations. The focus is on systematic cleaning methods, waste disposal, and resource replenishment to ensure environments are safe and fit for purpose.

Highfield Level 2 Certificate In Cleaning Principles (RQF)

Clean food areas

This subtopic focuses on the essential skills and knowledge required to safely and effectively clean food areas, including preparation, production, and storage spaces, in line with food safety legislation. It covers the identification of pest infestations, the use of appropriate cleaning agents and equipment, and the correct procedures for cleaning food production equipment to prevent cross-contamination and uphold hygiene standards. Learners will gain practical competence to maintain a hygienic environment critical for public health and regulatory compliance.

Highfield Level 2 Certificate in Cleaning and Support Services Skills (RQF)

Cleaning of specialist electronic equipment

This subtopic focuses on the safe and effective cleaning of specialist electronic equipment such as servers, medical devices, laboratory instruments, and communication hardware. It covers preparation, execution, and post-cleaning checks, emphasizing the prevention of damage from electrostatic discharge, moisture, and harsh chemicals. The knowledge is essential for commercial and industrial cleaners to protect valuable assets and meet manufacturer specifications.

Highfield Level 2 Certificate In Cleaning Principles (RQF)

Clean glazed surfaces and facades

This unit provides the essential skills and knowledge for cleaning glazed surfaces and facades safely and effectively. Learners will understand how to select and use appropriate cleaning methods, tools, and chemicals, as well as how to finish cleaning to a high standard and reinstate the work area. It is crucial for those working in commercial cleaning, window cleaning, and facilities maintenance roles.

Highfield Level 2 Certificate in Cleaning and Support Services Skills (RQF)

Clean high risk areas

This subtopic equips learners with the knowledge and skills to clean high-risk areas such as clinical settings or commercial kitchens, where infection prevention is critical. It covers procedures for preparation, execution, and follow-up cleaning to eliminate pathogens and prevent cross-contamination. Successful completion demonstrates competence in maintaining safety standards and using appropriate cleaning techniques and equipment.

Highfield Level 2 Certificate in Cleaning and Support Services Skills (RQF)

Cleaning with water fed pole systems

This subtopic covers the safe and effective use of water-fed pole systems for cleaning exterior surfaces such as windows, cladding, and building facades. The technique uses telescopic poles with brush heads and purified water, eliminating the need for ladders and detergents, thereby improving safety and reducing environmental impact. Mastery involves thorough preparation, correct cleaning methodology, post-cleaning inspection, responsible waste disposal, and proper equipment maintenance.

Highfield Level 2 Certificate In Cleaning Principles (RQF)

Dealing with routine and non routine waste

This topic covers procedures for handling routine and non-routine waste in cleaning operations. Learners will understand how to handle, transfer, and dispose of different types of waste safely and in compliance with regulations.

Highfield Level 2 Certificate In Cleaning Principles (RQF)

Clean washrooms and replenish supplies

This element covers the essential practices for maintaining hygienic washroom facilities, including preparation, cleaning procedures, and restocking of supplies. It ensures learners can safely select and use appropriate cleaning agents and equipment to remove soil and microorganisms, while also understanding the importance of replenishing consumables and restoring the area to a presentable state. Mastery of these skills supports infection control and enhances user satisfaction in commercial and public settings.

Highfield Level 2 Certificate in Cleaning and Support Services Skills (RQF)

Number and Algebra

This subtopic covers the foundational mathematical concepts of number and algebra, including arithmetic operations, fractions, percentages, ratios, and basic algebraic manipulation. These skills are essential for solving real-world problems in service industries, such as calculating costs, discounts, and resource allocations, and for interpreting data to make informed decisions.

Mathematics