Candidate Guide for City & Guilds Level 4 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 (Managment) at Level 4 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 or complete the assignments.

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 from both groups.

Level 4 Certificate in Operational Delivery (Management)
Unit 303 Principles of equality and diversity in operational delivery Mandatory
Unit 451 Leadership and management in operational delivery Mandatory
Unit 452 Management of risk in operational delivery Mandatory
Unit 453 Managing change in operational delivery Mandatory
Unit 454 Principles and practices of managing customer service in operational delivery Mandatory
Level 4 Diploma in Operational Delivery (Management)
Unit 303 Principles of equality and diversity in operational delivery Mandatory
Unit 451 Leadership and management in operational delivery Mandatory
Unit 452 Management of risk in operational delivery Mandatory
Unit 453 Managing change in operational delivery Mandatory
Unit 454 Principles and practices of managing customer service in operational delivery Mandatory
Plus two units from group A or one unit from group B.
Unit 455 Principles of managing continuous improvement in operational delivery Group A (choose 2)
Unit 456 Personal and professional development in operational delivery Group A (choose 2)
Unit 457 Principles and processes of quality audits in operational delivery Group A (choose 2)
Unit 458 Principles of building relationships with external organisations in operational delivery Group A (choose 2)
Unit 459 Principles of using sales techniques to market services and solutions in operational delivery Group A (choose 2)
Unit 460 Principles of working collaboratively in the operational delivery profession Group A (choose 2)
Unit 461 Principles of coaching individuals to achieve outcomes in operational delivery Group A (choose 2)
Unit 462 Line management in a debt environment Group A (choose 2)
Unit 501 Project specification for operational delivery Group B (choose 1)
Level 4 Diploma in Operational Delivery (Management)
Unit 303 Principles of equality and diversity in operational delivery Mandatory
Unit 451 Leadership and management in operational delivery Mandatory
Unit 452 Management of risk in operational delivery Mandatory
Unit 453 Managing change in operational delivery Mandatory
Unit 454 Principles and practices of managing customer service in operational delivery Mandatory
Plus two units from group A or one unit from group B.
Level 4 Award in Relationship Management Operational Delivery
Unit 458 Priniciples of building relationships with external organisations in Operational Delivery Mandatory
Unit 459 Principles of selling services and solutions in Operational Delivery Mandatory
Unit 460 Principles or working collaboratively in Operational Delivery Mandatory
Level 4 Certificate in Managing the Delivery of Services to Customers (Operational Delivery)
Unit 303 Principles of equality and diversity in operational delivery Choose 5
Unit 313 Principles of researching the labour market to respond to customer needs Choose 5
Unit 451 Leadership and management in operational delivery Choose 5
Unit 452 Management of risk in operational delivery Choose 5
Unit 453 Managing change in operational delivery Choose 5
Unit 454 Principles and practices of managing customer service in operational delivery Choose 5
Unit 455 Principles of managing continuous improvement in operational delivery Choose 5
Unit 456 Personal and professional development in operational delivery Choose 5
Unit 457 Principles and processes of quality audits in operational delivery Choose 5
Unit 458 Priniciples of building relationships with external organisations in Operational Delivery Choose 5
Unit 459 Principles of selling services and solutions in Operational Delivery Choose 5
Unit 460 Principles or working collaboratively in Operational Delivery Choose 5
Unit 461 Principles of coaching individuals to achieve outcomes in Operational Delivery Choose 5

Unit descriptions

Unit 301 Working in operational delivery

This unit develops understanding in the scope of working in operational delivery, its structure and professional standards. You will cover the role of Continuous Professional Development (CPD) withing operational delivery and have the opportunity to produce and review a development plan and set your own objectives.

Unit 302 - Safety and security in operational delivery

This unit focuses on being able to retrieve, use, store and dispose of data and understand the legal and organisational requirements for data protection in operational delivery. You will also develop an understanding of how to maintain your own and other's personal safety and security.

Unit 303 - Principles of equality and diversity in operational delivery

This unit develops your understanding of the concept and benefits of equality and diversity within operational delivery. You will understand the obligation to fulfil organisational and legal expectations for equality and diversity and know how to respond proactively to address customer needs.

Unit 304 – Resolving customer service problems in operational delivery

The unit focuses on your understanding of how your job role involves delivering and organising excellent customer service. This unit is about the part of your job that involves resolving customer service problems. It is also about changing systems to avoid repeated customer service problems.

Unit 305 – Verify the calculation/entitlement

This unit focuses on checking and authorising others’ calculations of entitlements to ensure their accuracy. You need to demonstrate your knowledge of how to approve those calculations or entitlements that are correct and to refer those that are not for resolution or correction.

Unit 306 – Technical advice in operational delivery cases

This unit focuses on the provision of factual technical advice or guidance relating to your area of work, both within established guidance and where no specific guidance is available but where established principles exist. These may be issues which have been escalated. You need to identify the recipient’s information needs and communicate in a way that the recipient can understand, following the appropriate conventions and using the appropriate communication methods. Recipient will include internal and external customers and other stakeholders.

Unit 307 – Investigate suspected non-compliance in operational delivery

This unit focuses on confirming the nature of non-compliance and the levels of culpability before making effective use of organisational powers to carry out investigations. You should know how to identify and report suspected areas of non-compliance revealed by investigation and explain why it is important to monitor the progress of interventions, refer to others as necessary and report and quantify the outcome of the investigations. You need to understand the need to take customer-related factors into account when carrying out investigations.

Unit 308 – Manage team and individual performance against set objectives

This unit focuses on understanding objective setting with individuals and teams to achieve objectives as well as identifying and managing under performance and recognising team and individual success.

Unit 309 – Customer service in partnership

This unit focuses on understanding that excellent customer service relies on teamwork. This unit is all about understanding how to work effectively within a service chain and how to develop the links that cement key relationships. Effective communication and understanding of the roles of different organisations, departments and individuals are central to this area of your work.

Unit 310 – Operational delivery interviews

This unit focuses on ensuring that you are able to interview customers to meet their objectives, record their findings and inform colleagues of these findings. It is also designed to ensure that you know and understand the procedures and techniques to carry out interviews and are aware of the organisation’s policies, standards and customer charter with which you should comply.

Unit 311 – Operational delivery visits

Operational delivery visits - This unit ensures that you know and understand the procedures and techniques to carry out visits and are aware of the organisation’s policies and standards with which you should comply. You will also learn how to plan and conduct follow up visits and resolve issues within your own authority and know how to process issues outside of your authority.

Unit 312 – PManaging debt in operational delivery

This unit focuses on developing your understanding about credit control procedures in operational delivery. You will understand how to identify instances of late payment and non-payment and how to take appropriate action to collect outstanding payments in accordance with all codes, laws and regulatory requirements.

Assessment

You will need to successfully complete written tasks which are given in each unit. Please read the task instructions carefully.

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 yourselves 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.

Step By Step Learner Guide for each unit

You will need to successfully complete written tasks which are given in each unit. Please read the task instructions carefully. The tasks are based on the unit assessment criteria which are given in each unit.

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 yourselves 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. You may have already completed some of the learning options recommended; in which case, all you need to do is to refresh your memory before attempting each assignment.

As your Level 4 qualification is part of the City & Guilds ILM (Institute of Leadership and Management) you will be given access to the Institute of Leadership and Management study Membership for the first 12 months of your qualification, this will provide you with additional on-line learning resources covering a variety of management topics.

As a studying member, you have access to the members only area of the ILM website including the following:

  • Learning Zone – ILM’s learning and development portal with over 400 digital learning resources, developed by leading experts and covering essential leadership and management topics. The zone includes video seminars, expert e-learning modules giving an in-depth guided session to build skills and knowledge. Downloadable factsheets and subject overviews.
  • Resource centre - online access to the latest leadership and management articles, magazines and journals.
  • Business book summary service –the latest management books clearly and concisely summarised.
  • Regular e-communication – monthly E-Edge, plus our weekly email newsletter straight to students email address.
  • Career centre – job boards with opportunities from thousands of newspapers, job sites, associations and company career sites; CV advice; practical careers advice.
  • CPD – a downloadable planner that helps to identify goals in skills and learning and identify where there are gaps in your skills and learning, set goals and plan CPD activity.

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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