Manager Guide for City & Guilds Level 2 Qualifications

The purpose of this guide is to provide information about the qualifications your member of staff is working towards and to answer some of the questions you may have about your role in supporting them throughout the process.


What are the Level 2 qualifications?

Level 2 qualifications are designed for those in front line customer service roles who are either relatively new or want to gain qualifications in recognition of knowledge already gained through Civil Service Learning modules and experience. They’re suitable for all those working in an Operational Delivery Profession role, including those working in or supervising in face-to-face, contact centre and processing roles. They’ll help your staff member develop essential skills in their operational roles

What is my role?

Your role is to support your member of staff through the qualification process.

This is achieved by:

  • Discussing and agreeing with them the most appropriate development opportunities
  • Enabling completion of the learning activities and applying the learning in the workplace
  • Having regular discussions with them, including review of any learning they've undertaken

What's my role in the assessment process?

When your member of staff registers for a qualification, you’ll both be sent a login via email. This login lets you see all the learning material and information your member of staff will be using.

Once your member of staff feels ready to take the assessment please use the test booking form given in their unit.

Your member of staff will then take the assessment under exam conditions, invigilated by you.

Pass marks are 70% and above and the result (pass or fail) will be given at the end of the test.

Further information about the qualification

You can also read further supporting information in the Candidate Guide

What exactly is involved

The accredited qualification pathway sits beside the non-accredited pathway. This means that you will be undertaking some of the same learning opportunities as colleagues who have chosen not to follow the accreditation route. The difference is you will submit your evidence to show how you have applied this learning and met the CMI standards.

The accredited qualification pathway is designed to lead to a qualification so there will be some extra activity you need to do to provide the evidence that you meet the assessment criteria.

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