Candidate Guide for City & Guilds Level 2 Qualifications

The purpose of the guide is to provide information about the qualifications available to you and to answer some of the questions you may have.

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Welcome

This guide, for the City & Guilds Award, Certificate or Diploma in Operational Delivery (Principles) at Level 2, aims to make your learning journey easy and rewarding, and to ensure that you both enjoy your study and value the skills you gain in the process.

You can start with the Award, and then build on this by adding more units to achieve the Certificate and Diploma, or move straight to taking a Certificate or Diploma.

All City and Guilds qualifications have been mapped to the existing CSL Learning Opportunities giving you a choice of on-line learning from the CSL and ODP pool of modules. As many of these courses have been mandatory at some point, you may find that you have already completed a large chunk of the learning required to obtain a City & Guilds qualification and all you need to do is to refresh your knowledge and sit the tests. There is no requirement to attend any face to face courses in order to complete the qualifications.

The time you need to dedicate to obtain an Award at any level may be as little as just a few days from your allocated annual study time in order to revise and sit the tests.

Structure of the qualification

Dependent upon the qualification you are taking (Award, Certificate or Diploma), there are a required number of units you must take.

If units are additional, you must pick the required number of these units to complete the qualification

Level 2 Award
Unit 201 Principles of working in operational delivery Mandatory
Unit 207 Principles of protecting data security in own area of responsibility Mandatory
Unit 208 Principles of equality and diversity in operational delivery Mandatory
Level 2 Certificate
Unit 201 Principles of working in operational delivery Mandatory
Unit 202 Principles of providing customer service in a team Mandatory
Unit 207 Principles of protecting data security in own area of responsibility Mandatory
Unit 208 Principles of equality and diversity in operational delivery Mandatory
Unit 203 Principles of providing face-to-face customer service Additional (choose one)
Unit 204 Principles of providing customer service in writing Additional (choose one)
Unit 205 Principles of providing customer service by telephone Additional (choose one)
Unit 206 Principles of providing customer service using technology Additional (choose one)
Unit 209 Principles of calculating liabilities Additional (choose one)
Unit 210 Principles of calculating entitlements Additional (choose one)
Unit 211 Principles of dealing with customers' financial transactions Additional (choose one)
Level 2 Diploma
Unit 201 Principles of working in operational delivery Mandatory
Unit 202 Principles of providing customer service in a team Mandatory
Unit 207 Principles of protecting data security in own area of responsibility Mandatory
Unit 208 Principles of equality and diversity in operational delivery Mandatory
Unit 203 Principles of providing face-to-face customer service Additional (choose three)
Unit 204 Principles of providing customer service in writing Additional (choose three)
Unit 205 Principles of providing customer service by telephone Additional (choose three)
Unit 206 Principles of providing customer service using technology Additional (choose three)
Unit 209 Principles of calculating liabilities Additional (choose three)
Unit 210 Principles of calculating entitlements Additional (choose three)
Unit 211 Principles of dealing with customers' financial transactions Additional (choose three)

Unit descriptions

Unit 201 – Principles of working in operational delivery

This unit aims to ensure that learners understand the scope of the operational delivery profession and the organisation’s guidelines, principles and procedures for standards of conduct in operational delivery. They will develop knowledge about how to maintain personal safety and security and the importance of being alert to the security of others. They will also learn about organisational aims and objectives and how it is important that their professional development supports the achievement of operational aims.

Unit 202 – Principles of providing customer service in a team

This unit aims to develop learners’ understanding of the importance of providing effective and reliable customer service as part of a team. Learners will develop knowledge of how to support colleagues within the team in order to complete tasks. They will also learn how to use feedback from customers to improve the service they provide.

Unit 203 – Principles of providing face-to-face customer service

This unit aims to develop the knowledge of learners who have the opportunity to work face-to-face with customers. They will develop an understanding of the best ways to gather information that will enable them to meet the needs of the customer. Learners will develop an understanding of how to deal with gaps, errors and irregularities in information. It will show that the learner is able to deal with them and understand when it is appropriate to escalate issues. They will also learn about processes for resolving customer service problems.

Unit 204 – Principles of providing customer service in writing

This unit develops the knowledge of learners who provide customer service in writing. They will develop an understanding of the best ways to communicate with customers in written communication; which may be paper or electronic. Learners will develop an understanding of how to deal with gaps, errors and irregularities in information. It will show that the learner is able to deal with them and understand when it is appropriate to escalate issues. They will also learn about processes for resolving customer service problems.

Unit 205 – Principles of providing customer service by telephone

This unit aims to develop the knowledge of learners who provide customer service by telephone. They will develop an understanding of the organisation’s guidelines and procedures for the use of the telephone and the best ways to deal with enquires from customers. Learners will develop an understanding of how to deal with gaps, errors and irregularities in information. It will show that the learner is able to deal with them and understand when it is appropriate to escalate issues. They will also learn about processes for resolving customer service problems.

Unit 206 – Principles of providing customer service using technology

This unit aims to develop the knowledge of learners who provide customer service using technology. They will develop an understanding of the best ways to process enquires and provide advice and guidance, including the importance of validating information. Learners will develop an understanding of how to deal with gaps, errors and irregularities in information. It will show that the learner is able to deal with them and understand when it is appropriate to escalate issues. As well as learning how to develop skills in using technology they will also learn how to support customers using self-service technology for application in their current role or as underpinning knowledge for future roles.

Unit 207 – Principles of protecting data security in own area of responsibility

This unit aims to develop the learner’s understanding of the organisation’s data security policies and procedures. They will learn how and why data is protected in the organisation and how security needs to be maintained when data is shared with both internal and external customers.

Unit 208 – Principles of equality and diversity in operational delivery

The aim of this unit is to enable the learner to understand the importance and benefits of equality and diversity in operational delivery and understand how to respond to customers with diverse needs.

Unit 209 – Principles of calculating liabilities

The aim of this unit is to develop knowledge regarding financial transactions. It will show that the learner is able to deal with calculating amounts liable or payable and keep records of the calculation. They will also develop an understanding of how to confirm the liabilities or amounts to be paid.

Unit 210 – Principles of calculating entitlements

This aim of this unit is to develop knowledge regarding financial transactions. It will show that the learner is able to deal with calculating entitlements and they know how to keep records of calculations. They will also develop an understanding of how to confirm the entitlements or amounts to be paid.

Unit 211 – Principles of dealing with customer’s financial transactions

The aim of this is unit is to develop knowledge of financial transactions. The learner needs to understand the codes, laws and regulatory requirements relating to dealing with financial data and processing customer transactions. Learners will also develop an understanding of how to deal with gaps, errors and irregularities in information. It will show that the learner is able to deal with them and understand when it is appropriate to escalate issues. They will also develop an understanding of how to maintain documentation.

Assessment

You will need to successfully complete one on-line Multiple Choice Test for each unit. The tests consist of 25 questions each, all based on the assessment criteria listed in each unit. Please read the assessment criteria carefully to decide if you are ready for your test!

When you register for the qualification you have chosen you will be given log in details that will give you access to the assessment criteria for each unit.

This will also provide you with information on Learning Opportunities available through CSL Learning which will provide you with the knowledge to achieve the qualification.

To prepare yourself for the assessment, it is recommended that you carefully read the step by step guide that accompanies each unit that will be made available to you following log in. Your line manager should be able to advise you on the choice of learning options. You may have already completed some of the learning options recommended, in which case, all you need to do is to refresh your memory and book the test.

Step By Step Learner Guide for each unit

By following the guidance below you will be able to make the most out of the study experience, prepare for the multiple choice assessment and develop the confidence required to sit the test.

When you have chosen your qualification and the units that you will be taking, your first step is to follow the booking guidance for Operational Delivery Qualifications on the CSL Portal.

Within 5 working days of your start date (indicated on the CSL Portal) you will receive joining instructions. These instructions consist of a welcome letter and a link to the log in page of the qualification support web site managed by Premier Partnership.

In addition you will be provided with a password that enables you to log into your own personal qualifications page. This page holds all the details and information that you will need to undertake your qualification.

What support will I have?

Premier Partnership

As well as handling the technical aspects of the accreditation process, Premier Partnership is committed to providing additional learner support, for example if you have any queries about your registration with C&G or if you have any special requirements.

You can contact Premier Partnership directly at quals@premier-partnership.co.uk or by telephoning the help desk on 01302 361226.

Telephone enquiries will be responded to in normal working hours (09:00 to 17:00 Monday to Friday) or for messages left outside of normal working hours within one working day.

Emails will normally be responded to within 48 hours.

Your Line Manager

Your Line Manager already plays an important role in your professional development. As you progress towards your qualification, your Line Manager will support you in a number of ways. These include:

  • Approving your request to start the pathway
  • Agreeing with you what are the most appropriate development opportunities
  • Having regular discussions with you, including reviews of any workshops you have attended or learning activities that you have undertaken

The Line Manager Guide clarifies their role in supporting you through the qualification.

Civil Service Learning

You will already be aware of the wide range of learning opportunities available to you on the Civil Service Learning portal. These include:

  • Workshops and events
  • Workplace learning activities
  • Workbooks and crib guides
  • E-learning

Policies and Codes of Practice

Both C&G and Premier Partnership work in accordance with a number of policies and codes of practice to ensure that they carry out their responsibilities in a fair, equitable and legal manner.

Policies and procedures that are particularly relevant to you as a learner are:

C&G

  • Complaints and Appeals Policy
  • Complaints and Appeals Procedure
  • Reasonable Adjustments Policy
  • Diversity and Equality Policy

Premier Partnership

  • Complaints and Appeals Policy
  • Diversity and Equality Policy

Policies and procedures are based on ACAS guidelines and codes of practice. You may request copies of these by contacting Premier Partnership directly at quals@premier-partnership.co.uk

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