Qube Learning Information Pack

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company overview

7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR tel. 01235 833838 | fax. 01235 820022 | email. [email protected] | web. www.qube-learning.co.uk

company overview

Qube Learning is already working with hundreds of employers in your region.Our programmes are work-based so learning occurs in the workplace.Qube takes a flexible approach to ensure we fit around your needs.

We have been awarded numerous contracts by the Skills Funding Agency.Government-funding means that a number of our courses are free.

do you recognise these issues as part of your business . . .lack of dedicated training time?We can ensure that your staff progress after their induction and develop real skills on the job.

poor customer service?Better training and development can mean fewer complaints and an enhanced customer experience.

missed sales opportunities?Training can increase product knowledge, motivation and confidence in any sales environment.

too much time & money spent recruiting?By improving staff development you can increase employee retention and reduce recruitment costs.

poor staff English / maths skills?Literacy & numeracy courses can improve staff self confidence, communication and so much more.

We can offer:Apprenticeships & Advanced Apprenticeships

Work-Based Vocational QualificationsCore Skills (English & Maths)

Specialist Workshops.

our vocational training is a dynamic way of working with employers & is designed to enhance the skills & development of

your employees.

employer benefits

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employer benefits

our experience & expertise can help you make real improvements...• improve staff efficiency.• improve staff motivation.• improve staff retention.• improve customer satisfaction.• improve your public image.

government-funding means that you can...• reduce staff development costs.• develop staff in the skills that are relevant to your business.• provide evidence to support your due diligence requirements.• raise awareness of the benefits of good customer service.• stand out from the crowd by offering a better customer

experience.

our embedded learning approach to vocational training & short courses offers a real opportunity to develop skills in the workplace; adding real

value to your business.

Apprenticeship facts*80% of employers who employ apprentices agree they make their workplace more productive.

81% of consumers favour using a company which takes on apprentices.Employers who take on a 16-18 year old apprentice only pay their salary. The Government will fund their training.

88% of employers who employ apprentices believe that Apprenticeships lead to a more motivated & satisfied workforce.83% of employers who employ apprentices rely on their Apprenticeship programmes to provide

the skilled workers that they need for the future.One in five employers are hiring more apprentices to help them through the tough economic climate.

* Statistics from www.apprenticeships.org.uk updated: 11 / 02 / 2011

learner benefits

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learner benefits

• earn a wage as they learn new skills.• gain relevant job related skills by working with their own industry

qualified Learning Advisor.• take advantage of high quality training and support from their

employer at no cost to themselves.• gain nationally recognised qualifications which are attractive to

their current and future employers.• experience flexible and inspirational learning in a style tailored to

suit each individual learner.• enjoy newly found confidence in their own abilities both within

their workplace and everyday lives.

“I now have a recognised qualification and have furthered my knowledge. I have been able to use my skills and experience to mentor new administrators within my workplace. I am able to share my knowledge and skills with others and understand some of the barriers they may have when learning new skills. I have thoroughly enjoyed my programme of learning and it has given me a fantastic sense of achievement.”Paula CrillyAdministratorHighground Southern Cross Care Home

“My Learning Advisor was very supportive and treated me more like a friend than a tutor. I enjoy my work and the people I work with. Achieving my NVQ shows that my job role is just as important as any other in the hospital. I am also looking to possibly signing-up for a Customer Service NVQ next year.”Angie WilliamsDomestic Ward OrderlyPrincess Alexandra Hospital NHS Trust

“I have completed the qualification and gained valuable skills, I would recommend it to others as it gives you confidence and thus gain the respect of potential employers as qualifications alter the way in which they look at you. It changes their views for the better and makes them believe in your abilities and skills.”Damien RogersChefOrchid Group

“To date I have competed three qualifications with Qube Learning; Customer Service level 2, a Team leading Apprenticeship and Hospitality Supervision Diploma. I am extremely proud of my efforts but I really do not think I could have achieved what I did without the fabulous help I received. I have learnt so much from the three courses I have achieved and I feel it has made me a better person in my job role as Catering supervisor.”Shona FlanaganCatering SupervisorMilton Keynes Hospital NHS Foundation Trust

our learners can expect to...

apprenticeships

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apprenticeships

An Apprenticeship is a programme of learning funded by the Government that is aimed to benefit both an employee and their employer. The scheme is designed to enhance the employee’s level of competency and confidence within their current role by developing their practical skills and knowledge.

As a result the employee will gain nationally recognised qualifications in the form of a National Vocational Qualification (NVQ) Certificate or Diploma, Key Skills as well as knowledge of their statutory rights in employment.

In return the employer is able to benefit from improved overall efficiency, productivity and competitiveness within their market sector.

Apprenticeships take anywhere from 8 - 18 months to complete. Learners are allocated a Learning Advisor (LA) who comes into the workplace to visit the learner at work every month. Each visit lasts around 1½ hours and includes some 1 to 1 time as well as observation of the learner working as part of the assessment and feedback process.

An Apprenticeship is made up of the following components:

1. NVQ Certificate or Diploma in an agreed and relevant subject. This is the practical skills based component where the learner demonstrates that they have the skills and knowledge to meet the required national standard. Where a learner does not have the skills, a training plan is put together to enable learners to develop the relevant skills required. Some of this training needs to be delivered by the learner’s employer whilst they are working.

2. Technical Certificate is the knowledge-based component and depending on the subject, is assessed either by a series of online tests, written assignments or a practical assignment.

3. Key Skills are made up of Communication and Application of Number. The learner builds up a portfolio of both to show they are able to effectively communicate and use numbers in the workplace. Where relevant the learner may also need to complete an ICT key skill (e.g. Business Administration apprenticeships). Each key skill is assessed by an online test and a portfolio of evidence. The level of key skill will depend of the level of apprenticeship. A learner will complete Key Skills qualifications in the following: Level 1 or 2 - Application of Number. Level 1 or 2 - Communication. Level 1 or 2 - IT (selected Apprenticeships only).

4. ERR (Employment Rights and Responsibilities) This component is used to make Apprentices aware of their employment rights and responsibilities. The Apprentice completes this component in question and answer format in a workbook.

5. PLTS (Personal Learning and Thinking Skills) comprises six groups of skills that together with the Key Skills are essential to success in learning, life and work. These are; managing one’s self, managing relationships with others, managing one’s own learning, performance and work. These are embedded within the other components of the apprenticeship framework.

To be eligible for Apprenticeship funding, learners must...

1. Work a minimum of 30 hours per week, except in the minority of circumstances where the learner cannot complete the full 30 hours*

2. Not be participating in full-time education3. Have been resident in an EU country for a minimum of 3 years (and not for the

main purpose of education)4. Have a permanent National Insurance number5. Not have completed a funded programme previously in the same area of learning

(at the same level)6. Not have a level 4 or equivalent qualification i.e. Possess a degree.

* For full details speak to your Regional Business Development Specialist (RBDS).

the learning process

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the learning process

the learning processQube works closely with employers to fit training around their working hours & practices - minimising disruption to your business.

enrolment (sign-up)A specialist Qualifications Advisor will visit the learner(s) to go through the sign-up process. This involves the following:

• An Application Form.• An Occupational Initial Assessment (OIA).• Literacy & Numeracy Skills Assessments.• An Individual Learning Plan.

learningOur industry qualified and experienced Learning Advisors will provide a learning activity for the learner every month. Most likely this will involve a visit to the workplace from the LA to perform support and observations to build a portfolio of evidence.The LA will also engage with the learner and the employer to continually plan, assess and review the programme of learning.

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inductionWithin 2 weeks of enrolment, a local Learning Advisor (LA) will be allocated and will visit the learner(s) to begin the programme of learning. They will provide the following at this first introductory visit:

• A further explanation of programme.• Clarification of available support.• Methods of study overview.

assessment & feedbackEach qualification has it’s own assessments and the Learning Advisor will fully support the learner throughout this process. Some qualifications only require a verified portfolio of evidence to be completed.For more information regarding specific qualifications, please ask.

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qualification equivalents

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qualification equivalents

academic equivalents vocational equivalents

level 0 • Word Power / Number Power

level 1 • GCSE / O level grades D - G (or fewer than 5 at grades A - C)

• CSE below grade 1• 1 AS level

• BEC General Certificate• BEC Diploma• BTEC First Certificate• City & Guilds Operative Awards• CPVE year 1 (technical)• GNVQ Foundation• LCCI Elementary / First level• NVQ level 1• PEI Elementary / First level• RSA Elementary / First level• RSA Vocational Certificate

level 2 • GCSE / O level(5 or more grades A - C)

• CSE grade 1• 1 Advanced level• 2 / 3 AS levels

• BEC General Certificate with Credit• BEC Diploma with Credit• BTEC First Diploma• City & Guilds Higher Operative /

Craft• GNVQ Intermediate• LCCI Certificate (second level)• NVQ level 2• PEI Stage 2• Pitmans Intermediate level 2

Diploma Certificate• RSA Diploma

academic equivalents vocational equivalents

level 3 • 2 or more A Level passes• 4 or more AS Levels

• BEC National ONC / OND• BTEC National ONC / OND• City & Guilds Advanced Craft• GNVQ Advanced• LCCI Diploma (third level)• NVQ level 3• Pitmans level 3 Advanced Higher

Certificate• RSA Stage 3 Advanced Diploma• TEC Certificate / Diploma• Access to Higher Education Course• ESOL & Foreign Languages

Advanced Awards

level 4 • Teaching Qualifications (including PGCE)

• First Degree

• BEC National HNC / HND• BTEC National HNC / HND• Higher Education Certificate• Higher Education Diploma• LCCI Advanced level• NVQ level 4• Nursing (SRN)• RSA Advanced Certificate• RSA Higher Diploma

level 5 • Higher Degree • Continuing Education Diploma• NVQ level 5• Other high level professional

qualifications

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qualification list


qualification list

Vocational Qualifications & Apprenticeships

Body Level Qualification Name Funding Contracts

Level 2 NVQ Diploma Food & Beverage Service

Level 2 NVQ Diploma Beverage Service

Level 2 NVQ Diploma Food Service

Level 2 NVQ Diploma Kitchen Services

Level 2 NVQ Diploma Food Production & Cooking

Level 2 NVQ Diploma Professional Cookery

Level 2 NVQ Certificate Cleaning & Support Service Skills available commercially

Level 2 NVQ Diploma Housekeeping

Level 2 NVQ Diploma Hospitality Services

Level 2 NVQ Diploma Front of House Reception

Level 2 NVQ Certificate Business Administration

Level 2 NVQ Certificate Customer Service

Level 2 NVQ Diploma Retail Skills

Level 2 NVQ Certificate Team Leading

Level 3 NVQ Diploma Hospitality Supervision & Leadership

Level 3 NVQ Diploma Business Administration

Level 3 NVQ Diploma Customer Service

Level 3 NVQ Diploma Retail Sales Professional

Level 3 NVQ Diploma Retail Management

Level 3 NVQ Certificate Management

Level 5 NVQ Diploma Management available commercially

Skills for Life

Body Level Qualification Name Funding Contract

Entry L3 to Level 2 Literacy

Entry L3 to Level 2 Numeracy

Support for Key Skills

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support for key skills (SKS) visits

support for key skills (SKS):All SKS visits require learners and their Learning Support Advisor (LSA) to be sitting in an environment suitable for learning to take place (quiet and free from interruptions).

The purpose of these visits is to improve the learner’s literacy and/or numeracy skills, which in turn will increase their confidence and abilities in their job role. The number of visits required is determined on an individual basis as different learners have different requirements.

Visits usually take between an hour and an hour and a half every 3-4 weeks and are generally undertaken on a 1-1 basis.

1st VisitAt the first visit, the SKS procedure is explained to the learner. The learner is issued with the relevant diagnostic assessments. These are not tests and simply help to highlight the individual’s learning requirements. The assessments are completed by the learner on their own, before the second SKS visit. Some teaching will also take place during this visit. The learner’s portfolio is discussed and some work may be set towards their portfolio.

2nd VisitDuring this visit, the diagnostic assessments is marked and an action plan agreed between the LSA and the learner. A full discussion about the learner’s targets and relevant teaching takes place. The learner’s portfolio is discussed and an action plan for their portfolio work is agreed upon.

All subsequent VisitsDuring all other visits, teaching and learning practice takes place. Some of the portfolio is completed during visits when appropriate, although the learner is also expected to complete some of the work between visits. The learner also needs to practice what they have learned for at least an hour per week between visits.

To complete the Key Skills aspect of the apprenticeship, every learner will produce a portfolio of evidence and complete a 40 question multiple-choice test.

key skills:

In the world of work, there are very few jobs that do not require basic literacy or numeracy skills. We recognise there are those who may need a brush up on a few skills to achieve proficiency in areas such as:

• spelling.• punctuation.• grammar.

• decimals.• fractions.• percentages.

Qube can offer the following Skills for Life qualifications• Entry Level 3, Level 1 or Level 2 - Literacy.

• Entry Level 3, Level 1 or Level 2 - Numeracy.

better literacy & numeracy will...

• equip employees with the skills the organisation needs them to have.• contribute to the workforce feeling more valued and recognised.• enable employees to have the confidence to take more responsibility.• help to create an environment for better team working.• give employers greater confidence so they are better able to handle changes

to working practices.

This qualification is directed at those working within a customer service environment within any industry sector. The course will cover the practical skills for dealing with people both internally and externally and learning to provide a good level of customer service.

Learners will need to gain 20 credits by completing a minimum of at least 1 optional unit from each unit group.

Mandatory UnitsUnit Number Unit Title Level CreditUnit 101 Communicate using customer service language 1 4Unit 201 Follow the rules to deliver customer service 2 4

Optional Units - Impression & Image Level CreditUnit 102 Maintain a positive & customer friendly attitude 1 5Unit 103 Adapt your behaviour to give a good customer service

impression1 5

Unit 202 Communicate effectively with customers 2 5Unit 203 Give customers a positive impression of yourself & your

organisation2 5

Unit 204 Promote additional services or products to customers 2 6

Unit 205 Process information about customers 2 5Unit 206 Live up to the customer service promise 2 6Unit 207 Make customer service personal 2 6Unit 208 Go the extra mile in customer service 2 6Unit 209 Deal with customers face to face 2 5Unit 210 Deal with incoming telephone calls from customers 2 5Unit 211 Make telephone calls to customers 2 6Unit 303 Deal with customers in writing or electronically 3 6Unit 304 Use customer service as a competitive tool 3 8Unit 305 Organise the promotion of additional services or

products to customers3 7

Unit 306 Build a customer service knowledge set 3 7

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customerservice

level 2NVQ certificate


Optional Units - Delivery Level CreditUnit 104 Do your job in a customer friendly way 1 5Unit 212 Deliver reliable customer service 2 5Unit 213 Deliver customer service on your customer’s premises 2 5

Unit 214 Recognise diversity when delivering customer service 2 5

Unit 215 Deal with customers across a language divide 2 8Unit 216 Use questioning techniques when delivering customer

service2 4

Unit 217 Deal with customers using bespoke software 2 5Unit 218 Maintain customer service through effective handover 2 4

Unit 307 Deliver customer service using service partnerships 3 6Unit 308 Organise the delivery of reliable customer service 3 6Unit 309 Improve the customer relationship 3 7

Optional Units - Handling Problems Level CreditUnit 105 Recognise & deal with customer queries, requests &

problems1 5

Unit 106 Take details of customer service problems 1 4Unit 219 Resolve customer service problems 2 6Unit 220 Deliver customer service to difficult customers 2 6Unit 310 Monitor & solve customer service problems 3 6Unit 311 Apply risk assessment to customer service 3 10Unit 312 Process customer service complaints 3 6

Optional Units - Development & Improvement Level CreditUnit 221 Develop customer relationships 2 6Unit 222 Support customer service improvements 2 5Unit 223 Develop personal performance through delivering

customer service2 6

Unit 224 Support customers using on-line customer services 2 5Unit 225 Buddy a colleague to develop their customer service

skills2 5

Unit 226 Develop your own customer service skills through self-study

2 6

Unit 227 Support customers using self-service technology 2 5Unit 313 Work with others to improve customer service 3 8Unit 314 Promote continuous improvement 3 7Unit 315 Develop your own & others’ customer service skills 3 8Unit 316 Lead a team to improve customer service 3 7Unit 317 Gather, analyse & interpret customer feedback 3 10Unit 318 Monitor the quality of customer service transactions 3 7

level 2 NVQ certificate in customer service

This qualification is directed at senior and experienced individuals working in a customer service environment within any sector. The course will cover the practical skills for dealing with people both internally and externally and learning to develop customer service processes within a company.

Learners will need to gain 30 credits by completing a minimum of at least 1 optional unit from each group. At least 15 credits must be gained from level 3 units (including the mandatory units).

Mandatory UnitsUnit Number Unit Title Level CreditUnit 301 Demonstrate understanding of customer service 3 6Unit 302 Demonstrate understanding of the rules that impact

improvements in customer service3 6

Optional Units - Impression & Image Level CreditUnit 202 Communicate effectively with customers 2 5Unit 203 Give customers a positive impression of yourself & your

organisation2 5

Unit 204 Promote additional services or products to customers 2 6

Unit 205 Process information about customers 2 5Unit 206 Live up to the customer service promise 2 6Unit 207 Make customer service personal 2 6Unit 208 Go the extra mile in customer service 2 6Unit 209 Deal with customers face to face 2 5Unit 210 Deal with incoming telephone calls from customers 2 5Unit 211 Make telephone calls to customers 2 6Unit 303 Deal with customers in writing or electronically 3 6Unit 304 Use customer service as a competitive tool 3 8Unit 305 Organise the promotion of additional services or

products to customers3 7

Unit 306 Build a customer service knowledge set 3 7Unit 403 Champion customer service 4 10Unit 404 Make customer service environmentally friendly &

sustainable4 11

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level 3NVQ diploma

customerservice


level 3 NVQ diploma in customer service

Optional Units - Delivery Level CreditUnit 104 Do your job in a customer-friendly way 1 5Unit 212 Deliver reliable customer service 2 5Unit 213 Deliver customer service on your customer’s premises 2 5

Unit 214 Recognise diversity when delivering customer service 2 5

Unit 215 Deal with customers across a language divide 2 8Unit 216 Use questioning techniques when delivering customer

service2 4

Unit 217 Deal with customers using bespoke software 2 5Unit 218 Maintain customer service through effective handover 2 4

Unit 307 Deliver customer service using service partnerships 3 6Unit 308 Organise the delivery of reliable customer service 3 6Unit 309 Improve the customer relationship 3 7Unit 405 Maintain & develop a healthy & safe customer service

environment4 8

Unit 406 Plan, organise & control customer service operations 4 10

Unit 407 Review the quality of customer service 4 8Unit 408 Build & maintain effective customer relations 4 8Unit 409 Deliver seamless customer service with a team 4 8

Optional Units - Handling Problems Level CreditUnit 219 Resolve customer service problems 2 6Unit 220 Deliver customer service to difficult customers 2 6Unit 310 Monitor & solve customer service problems 3 6Unit 311 Apply risk assessment to customer service 3 10Unit 312 Process customer service complaints 3 6Unit 410 Handle referred customer complaints 4 10

Optional Units - Development & Improvement Level CreditUnit 221 Develop customer relationships 2 6Unit 222 Support customer service improvements 2 5Unit 223 Develop personal performance through delivering

customer service2 6

Unit 224 Support customers using on-line customer services 2 5Unit 225 Buddy a colleague to develop their customer service

skills2 5

Unit 226 Develop your own customer service skills through self-study

2 6

Unit 227 Support customers using self-service technology 2 5Unit 313 Work with others to improve customer service 3 8Unit 314 Promote continuous improvement 3 7Unit 315 Develop your own & others’ customer service skills 3 8Unit 316 Lead a team to improve customer service 3 7Unit 317 Gather, analyse & interpret customer feedback 3 10Unit 318 Monitor the quality of customer service transactions 3 7Unit 411 Implement quality improvements to customer service 4 10

Unit 412 Plan & organise the development of customer service staff

4 9

Unit 413 Develop a customer service strategy for a part of an organisation

4 11

Unit 414 Manage a customer service award programme 4 7Unit 415 Apply technology or other resources to improve

customer service4 11

Unit 416 Review & re-engineer customer service processes 4 11Unit 417 Manage customer service performance 4 7

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level 2NVQ diploma

This qualification is directed at those working within a retail environment within many sectors of that industry, from clothing and fashion, to food and groceries, to charity shop work. The course will cover the practical skills for dealing with customers and shoppers, learning to provide a good level of customer service and working within a retail environment.

Learners will need to gain 29 credits from the optional units. At least 22 credits must be gained from level 2 units (including the mandatory unit).

Mandatory UnitsUnit Number Unit Title Level Credit201 Work effectively in your retail team 2 8

Optional Units Level CreditUnit 103 Process donated goods for resale or recycling in a retail

environment1 6

Unit 112 Contribute to monitoring & maintaining ease of shopping in a retail sales area

1 2

Unit 202 Help customers choose products in a retail environment 2 8

Unit 203 Maximise product sales in a retail environment 2 5Unit 204 Provide information & advice to customers in a retail

environment2 5

Unit 205 Demonstrate products to customers in a retail environment

2 8

Unit 206 Promote loyalty schemes to customers in a retail environment

2 5

Unit 207 Receive goods & materials into storage in a retail environment

2 4

Unit 208 Put goods & materials into storage in a retail environment

2 4

Unit 209 Process customer orders for goods in a retail environment

2 3

Unit 210 Prepare products for sale to customers in a retail environment

2 3

retail skills


Level 1 & level 3 units may not be selected together.

At least 5 Optional Units must be completed or up to a maximum of 11.

Optional Units (continued) Level CreditUnit 223 Keep stock on sale at required levels in a retail

environment2 3

Unit 224 Display stock to promote sales to customers in a retail environment

2 6

Unit 231 Process payments for purchases in a retail environment 2 5

Unit 234 Follow point-of-sale procedures for age-restricted products in a retail environment

2 8

Unit 235 Process returned goods & materials in a retail environment

2 3

Unit 236 Give customers a positive impression of yourself & your organisation

2 5

Unit 237 Support customer service improvements 2 5Unit 238 Resolve customer service problems 2 6Unit 239 Help to maintain health & safety in a retail environment 2 4

Unit 240 Help to keep the retail unit secure 2 6Unit 241 Develop productive working relationships with

colleagues2 9

Unit 242 Allocate & check work in your team 2 12Unit 260 Cash up in a retail store 2 2Unit 262 Provide service to customers in the dressing room of a

retail store2 1

Unit 306 Organise the receipt & storage of goods in a retail environment

3 11

Unit 311 Maintain the availability of goods for sale to customers in a retail environment

3 11

level 2 NVQ diploma in retail skills

Optional Units (continued) Level CreditUnit 312 Help to manage a retail team 3 11Unit 313 Plan, monitor & adjust staffing levels & schedules in a

retail environment3 11

Unit 316 Organise the delivery of reliable customer service 3 8Unit 317 Improve the customer relationship 3 8Unit 318 Work with others to improve customer service 3 7Unit 319 Monitor & solve customer service problems 3 7Unit 320 Promote continuous improvement in customer service 3 10

Unit 321 Help to monitor & maintain the security of the retail unit 3 11

Unit 328 Contribute to the continuous improvement of retail operations

3 10

Unit 329 Recruit, select & keep colleagues 3 13Unit 330 Provide learning opportunities for colleagues 3 11Unit 331 Evaluate the receipt of payments from customers 3 9Unit 332 Monitor & maintain health & safety in a retail

environment3 13

Unit 336 Monitor & support secure till use during trading hours 3 3

A minimum of 14 credits must be selected from units 202 - 210, 223 - 224, 231, 234 - 242, 260 & 262. A further 15 credits must be selected from units 112, 202 - 210, 223 - 224, 231, 234 - 242, 306, 311 - 313, 316 - 321, 328 - 332 & 336. Only 1 unit may be selected from units 236 - 240 & units 316 - 319.

Only 1 unit may be selected from units 236 - 240 & units 316 - 319.

There are time limits on how quickly units can be achieved.

retail

sales professional

level 3NVQ diploma

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This qualification is directed at those who have been working within a retail environment for a length of time or as a supervisor. This course is flexible enough to be tailored to fit within many sectors of the retail industry, from clothing and fashion, to food and groceries, to charity shop work. The course will cover the practical skills for interacting with staff and customers, learning to deal appropriately with goods and working securely within a retail environment.


At least 4 optional units must be completed or up to a maximum of 11.

Mandatory UnitUnit Number Unit Title Level Credit301 Work effectively in your retail organisation 3 9

Optional Units Level CreditUnit 241 Develop productive working relationships with

colleagues2 9

Unit 260 Cash up in a retail store 2 2Unit 262 Provide service to customers in the dressing room of a

retail store2 1

Unit 306 Organise the receipt & storage of goods in a retail environment

3 11


3 11

Unit 312 Help to manage a retail team 3 11Unit 313 Plan, monitor & adjust staffing levels & schedules in a

retail environment3 11

Unit 316 Organise the delivery of reliable customer service 3 8Unit 317 Improve the customer relationship 3 8Unit 318 Work with others to improve customer service 3 7

Optional Units (continued) Level CreditUnit 319 Monitor & solve customer service problems 3 7Unit 320 Promote continuous improvement in customer service 3 10



3 10

Unit 331 Evaluate the receipt of payments from customers 3 9

A minimum of 16 credits must be selected from units 306, 311 - 313, 316 - 321 & 331. A further 15 credits must be selected from units 241, 260, 262, 306, 311 - 313, 316 - 321 & 331.

Only 1 unit may be selected from units 241, 260 or 262 & units 316 - 319.


level 3 NVQ diploma in retail sales professional

managementretail

level 3NVQ diploma

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level 3 NVQ diploma in retail managementThis qualification is directed at those who have been working within a retail environment as a supervisor or manager. This course is flexible enough to be tailored to fit within many sectors of the retail industry, from clothing and fashion, to food and groceries, to charity shop work. The course will cover the practical skills for interacting & leading your team, monitoring heath & safety and security processes while organising the retail environment.


At least 4 optional units must be completed or up to a maximum of 6.

Mandatory UnitUnit Number Unit Title Level Credit301 Work effectively in your retail organisation 3 9

Optional Units Level CreditUnit 241 Develop productive working relationships with

colleagues2 9

Unit 242 Allocate & check work in your team 2 12Unit 306 Organise the receipt & storage of goods in a retail

environment3 11


3 11

Unit 313 Plan, monitor & adjust staffing levels & schedules in a retail environment

3 11

Unit 316 Organise the delivery of reliable customer service 3 8Unit 317 Improve the customer relationship 3 8Unit 318 Work with others to improve customer service 3 7Unit 319 Monitor & solve customer service problems 3 7

Optional Units (continued) Level CreditUnit 320 Promote continuous improvement in customer service 3 10



3 10

Unit 329 Recruit, select & keep colleagues 3 13Unit 330 Provide learning opportunities for colleagues 3 11Unit 331 Evaluate the receipt of payments from customers 3 9Unit 332 Monitor & maintain health & safety in a retail

environment3 13

Unit 336 Monitor & support secure till use during trading hours 3 3

A minimum of 16 credits must be selected from units 306, 311 - 313, 316 - 321 & 331. A further 15 credits must be selected from units 241, 260, 262, 306, 311 - 313, 316 - 321 & 331.

At least 1 unit must be selected from units 241, 242, 328 - 330.


This qualification is designed for those in an administrative role with an element of individual responsibility. The course aims to develop practical skills and the knowledge essential to working in an office environment within any industry sector.

Learners will need to gain 12 credits by completing a minimum of 7 credits from optional unit group B & a maximum of 5 credits from optional unit group C. At least 14 credits must be gained from level 2 units (including the mandatory units)

Mandatory UnitsUnit Number Unit Title Level CreditUnit 201 Manage your own performance in a business

environment2 2

Unit 202 Improve your own performance in a business environment

2 2

Unit 203 Work in a business environment 2 2Unit 204 Communicate in a business environment 2 3

Optional Units - Group B Level CreditUnit 107 Make & receive telephone calls 1 3Unit 205 Solve business problems 2 4Unit 206 Work with other people in a business environment 2 3Unit 207 Use electronic message systems 2 1Unit 208 Use a diary system 2 3Unit 209 Take minutes 2 4Unit 210 Handle mail 2 3Unit 211 Provide reception services 2 3Unit 212 Produce documents in a business environment 2 4Unit 213 Prepare text from notes 2 3Unit 216 Prepare text from recorded audio instruction 2 4Unit 217 Organise & report data 2 3Unit 218 Research information 2 4Unit 219 Store & retrieve information 2 3Unit 220 Archive information 2 2Unit 221 Use office equipment 2 4Unit 222 Maintain & issue stationery stock items 2 3


business administration

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Optional Units - Group B (continued) Level CreditUnit 223 Support the organisation of an event 2 2Unit 224 Support the coordination of an event 2 3Unit 225 Support the organisation of business travel or

accommodation2 3

Unit 226 Support the organisation of meetings 2 4Unit 227 Respond to change in a business environment 2 3Unit 228 Support the management & development of an

information system2 7

Unit 229 Meet & welcome visitors 2 3Unit 310 Develop a presentation 3 3Unit 311 Deliver a presentation 3 3Unit 312 Design & produce documents in a business environment 3 4

Unit 315 Prepare text from recorded audio instruction 3 4Unit 316 Support the design & development of an information

system3 7

Unit 317 Monitor information systems 3 7Unit 318 Analyse & report data 3 6Unit 319 Order products & services 3 5Unit 320 Plan & organise an event 3 4Unit 321 Co-ordinate an event 3 4Unit 322 Plan & organise meetings 3 5Unit 326 Contribute to innovation in a business environment 3 4Unit 327 Contribute to running a project 3 5Unit 328 Deliver, monitor & evaluate customer service to internal

customers3 3

Unit 329 Deliver, monitor & evaluate customer service to external customers

3 3

Unit 330 Agree a budget 3 4

Optional Units - Group C Level CreditUnit 112 Use occupational & safety guidelines when using

keyboards1 2

Unit 114 Word processing software 1 3Unit 115 Bespoke or specialist software 1 2Unit 116 Data management software 1 2Unit 117 Database software 1 3Unit 118 Improving productively using IT 1 3Unit 119 IT security for users 1 1Unit 120 Presentation software 1 3Unit 121 Setting up an IT system 1 3Unit 122 Spreadsheet software 1 3Unit 232 Bespoke or specialist software 2 3Unit 233 Database management software 2 3Unit 234 Database software 2 4Unit 235 Improving productivity using IT 2 4Unit 236 IT security for users 2 2Unit 237 Presentation software 2 4Unit 238 Setting up an IT system 2 4Unit 239 Spreadsheet software 2 4Unit 242 Word processing software 2 4

level 2 NVQ certificate in business administration

Please speak to your RBDS about the selection rules that apply to this qualification.

business administration

This qualification is designed for senior and experienced individuals working in an administrative role. The course aims to improve practical and technical skills as well as promoting efficient administrative processes within any industry sector.

Learners will need to gain 27 credits by completing a minimum of 14 credits from optional unit group B & a maximum of 13 credits from optional unit group C. At least 27 credits must be gained from level 3 units (including the mandatory units)

Mandatory UnitsUnit Number Unit Title Level CreditUnit 301 Manage your own performance in a business

environment3 3

Unit 302 Evaluate & improve your own performance in a business environment

3 3

Unit 303 Work in a business environment 3 4Unit 304 Communicate in a business environment 3 3

Optional Units - Group B Level CreditUnit 207 Use electronic message systems 2 1Unit 208 Use a diary system 2 3Unit 209 Take minutes 2 4Unit 210 Handle mail 2 3Unit 211 Provide reception services 2 3Unit 212 Produce documents in a business environment 2 4Unit 213 Prepare text from notes 2 3Unit 216 Prepare text from recorded audio instruction 2 4Unit 217 Organise & report data 2 3Unit 218 Research information 2 4Unit 219 Store & retrieve information 2 3Unit 220 Archive information 2 2Unit 221 Use office equipment 2 4Unit 222 Maintain and issue stationery stock items 2 3Unit 223 Support the organisation of an event 2 2Unit 224 Support the coordination of an event 2 3Unit 225 Support the organisation of business travel or

accommodation2 3

level 3NVQ diploma

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Optional Units - Group B (continued) Level CreditUnit 226 Support the organisation of meetings 2 4Unit 227 Respond to change in a business environment 2 3Unit 228 Support the management & development of an

information system2 7

Unit 229 Meet & welcome visitors 2 3Unit 305 Solve business problems 3 4Unit 306 Work with other people in a business environment 3 4Unit 307 Contribute to decision-making in a business environment 3 3Unit 308 Negotiate in a business environment 3 5Unit 309 Supervise a team in a business environment 3 6Unit 310 Develop a presentation 3 3Unit 311 Deliver a presentation 3 3Unit 312 Design & produce documents in a business environment 3 4

Unit 315 Prepare text from recorded audio instruction 3 4Unit 316 Support the design & development of an information

system3 7

Unit 317 Monitor information systems 3 7Unit 318 Analyse & report data 3 6Unit 319 Order products & services 3 5Unit 320 Plan & organise an event 3 4Unit 321 Co-ordinate an event 3 4Unit 322 Plan & organise meetings 3 5Unit 323 Organise business travel or accommodation 2 5Unit 324 Evaluate organisation of business travel or

accommodation3 2

Unit 325 Supervise an office facility 3 5Unit 326 Contribute to innovation in a business environment 3 4Unit 327 Contribute to running a project 3 5

Optional Units - Group B (continued) Level CreditUnit 328 Deliver, monitor & evaluate customer service to internal

customers3 3

Unit 329 Deliver, monitor & evaluate customer service to external customers

3 3

Unit 330 Agree a budget 3 4Unit 331 Use customer service as a competitive tool 3 8Unit 332 Monitor & solve customer service problems 3 6Unit 420 Manage budgets 4 5

Optional Units - Group C Level CreditUnit 112 Use occupational & safety guidelines when using

keyboards1 2

Unit 232 Bespoke or specialist software 2 3Unit 233 Database management software 2 3Unit 234 Database software 2 4Unit 235 Improving productivity using IT 2 4Unit 236 IT security for users 2 2Unit 237 Presentation software 2 4Unit 238 Setting up an IT system 2 4Unit 239 Spreadsheet software 2 4Unit 242 Word processing software 2 4Unit 333 Bespoke or specialist software 3 4Unit 334 Data management software 3 4Unit 335 Database software 3 6Unit 336 Improving productivity using IT 3 5Unit 337 IT security for users 3 3Unit 338 Presentation software 3 6Unit 339 Setting up an IT system 3 5Unit 340 Spreadsheet software 3 6

level 3 NVQ diploma in business administration

Please speak to your RBDS about the selection rules that apply to this qualification.

team leading


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level 2 NVQ certificate in team leading

Optional Units - Group C Level CreditUnit B11 Manage or support equality of opportunity & diversity &

inclusion in your area of responsibility3 4

Unit C1 Support team members to identify, develop & implement new ideas

3 4

Unit D10 Manage conflict in a team 3 3Unit D11 Lead & manage meetings 3 4Unit D12 Participate in meetings 3 2Unit E10 Make effective decisions 3 3Unit E12 Manage knowledge in your own area of responsibility 3 4

Unit E15 Procure supplies 3 2Unit F17 Manage customer service in your own area of

responsibility3 4

This qualification is aimed at team leaders and supervisors who are primarily responsible for motivating and supporting their team members while meeting agreed outputs and targets. This certificate can be tailored to cover equality & diversity, resolving staff issues and developing other management skills.

Learners will need to gain 7 credits from the optional units. 1 unit with a credit value of 5 must be selected from optional unit group B & 1 unit with a minimum credit value of 2 must be selected from optional unit group C.

Mandatory UnitsUnit Number Unit Title Level CreditUnit A1 Manage personal development 2 4Unit D1 Develop productive working relationships with

colleagues2 3

Unit E11 Communicate information & knowledge 2 3

Optional Units - Group B Level CreditUnit B5 Set objectives & provide support for team members 3 5Unit D5 Plan, allocate & monitor work in your team 3 5

management


This qualification is aimed at first line managers who are responsible for the delegation of work and the leadership of their team. The course aims to improve people and resource management skills, support the development of managerial processes and can be tailored to suit any sector.

Learners will need to gain 11 credits from the optional units. At least 14 credits must be gained from level 3 units (including the mandatory units).

Mandatory UnitsUnit Number Unit Title Level CreditUnit A2 Manage your own professional development within an

organisation3 4

Unit B5 Set objectives & provide support for team members 3 5Unit D5 Plan, allocate & monitor work in your team 3 5

Optional Units Level CreditUnit A1 Manage personal development 2 4Unit A3 Develop, maintain & review personal networks 4 4Unit B6 Provide leadership & direction for your own area of

responsibility4 5

Unit B8b Ensure compliance with legal, regulatory, ethical & social requirements

4 5

Unit B10b Manage risk in your own area of responsibility 4 4Unit B10c Review risk management processes in your own area of

responsibility4 3

Unit B11 Manage or support equality of opportunity & diversity & inclusion in your area of responsibility

3 4

Unit C1 Support team members to identify, develop & implement new ideas

3 4

Unit C6 Implement change in your own area of responsibility 4 6

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level 3 NVQ certificate in management

Optional Units (continued) Level CreditUnit D1 Develop productive working relationships with

colleagues2 3

Unit D2a Develop working relationships with colleagues & stakeholders

4 4

Unit D3a Recruit staff in your own area of responsibility 4 4Unit D6 Plan, allocate & monitor work in your area of

responsibility4 5

Unit D7 Support learning & development within your own areas of responsibility

4 5

Unit D8 Address performance problems affecting team members 4 3

Unit D9 Build, support & manage a team 4 4Unit D10 Manage conflict in a team 3 3Unit D11 Lead & manage meetings 3 3Unit D12 Participate in meetings 2 2Unit D13 Support individuals to develop & take responsibility for

their performance4 4

Unit D14 Know how to follow disciplinary procedures 4 4Unit D15 Manage grievance procedures 4 3Unit D16 Support the management of redundancies in your own

area of responsibility4 3

Unit E6a Implement, monitor & review health & safety policy in your area of responsibility

4 6

Unit E8 Manage physical resources 4 3Unit E9 Manage the environmental impact of work activities 4 5Unit E10 Make effective decisions 3 3Unit E11 Communicate information & knowledge 2 3Unit E12 Manage knowledge in your own area of responsibility 3 4

Optional Units (continued) Level CreditUnit E15 Procure supplies 3 2Unit E16 Manage a tendering process 4 4Unit F1 Plan & manage a project 4 8Unit F4 Develop & implement marketing plans 4 6Unit F9 Analyse the market in which your organisation operates 4 5Unit F11 Manage the achievement of customer satisfaction 4 5Unit F14 Prepare for & support quality audits 4 4Unit F17 Manage customer service in your own area of

responsibility3 4

management

level 5NVQ diploma

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level 5 NVQ diploma in management

Optional Units (continued) Level CreditImplement change in own area of responsibility 4 6Develop working relationships with colleagues & stakeholders 4 4Recruit staff in your own area of responsibility 5 4Plan, allocate & monitor work in own area of responsibility 4 5Support learning & development within your own area of responsibility 4 5Address performance problems affecting team members 4 3Build, support & manage a team 4 4Support individuals to develop & take responsibility for their performance 4 4Know how to follow disciplinary procedures 4 4Managing grievance procedures 4 3Support the management of redundancies in your own area of responsibility

4 3

Develop & implement a risk assessment plan in your own area of responsibility 4 6

Manage physical resources 4 3Manage the environmental impact of work activities 4 5Manage a tendering process 4 4Plan & manage a project 4 8Develop & implement marketing plans 4 6Analyse the market in which your organisation operates 4 5Manage the achievement of customer satisfaction 4 5Prepare for and support quality audits 4 4Inform strategic decision-making 6 7Support the culture of an organisation 6 5Lead innovation within an organisation 6 10Manage a budget for own area of activity or work 5 7Outsource organisational processes 6 8Manage a programme of complementary projects 6 8

This qualification is aimed at experienced managers who are responsible for the overall running and management of their team. The course aims to improve people and resource management skills, support the development of managerial processes and can be tailored to suit any sector.

Learners will need to gain 38 credits in total, 15 credits of which from the optional units. At least one unit from the optional units must be at level 5.

Mandatory UnitsUnit Title Level CreditDevelop & evaluate operational plans for own area of responsibility 5 6Provide leadership & direction for own area of responsibility 4 5Plan change in own area of responsibility 5 6Work productively with colleagues & stakeholders 5 6

Optional Units Level CreditEstablish risk management processes for an organisation 5 6Promote equality of opportunity, diversity & inclusion across an organisation

5 6

Examine staff turnover issues in own area of responsibility 5 4Developing collaborative relationships with other organisations 5 7Promote the use of technology within an organisation 5 6Manage health & safety across an organisation 5 6Monitor & review business processes 5 3Develop a customer focused organisation 5 5Conduct a quality audit 6 6Manage product development and marketing 5 7Develop, maintain & review personal networks 4 4Ensure compliance with legal, regulatory, ethical & social requirements 4 5Manage risk in your own area of responsibility 4 4Review risk management processes in own area of responsibility 4 3 Management Level 5 is not funded by the Skills Funding Agency and therefore incurs a commercial charge. To find out

more, speak with your Regional Business Development Manager or email us: [email protected]

front of house reception

level 2NVQ diploma

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Optional Units - Group B Level CreditUnit 205 Maintain & deal with payments 2 4Unit 255 Produce documents in a business environment 2 4Unit 256 Use office equipment 2 3Unit 257 Communicate in a business environment 2 3Unit 258 Provide reception services 2 3Unit 259 Store & retrieve information 2 3Unit 260 Handle mail & book external services 2 3Unit 261 Resolve customer service problems 2 6Unit 273 Promote additional services & products to customers 2 6

Unit 274 Deal with customers across a language divide 2 8Unit 275 Maintain customer service through an effective handover 2 4

Unit 666 Employment rights & responsibilities in the hospitality, leisure, travel & tourism sector

2 2

level 2 NVQ diploma in front of house receptionThis qualification is designed for those working within a customer facing reception environment, providing customer service and administrative functions in the hospitality sector. The course aims to develop customer service skills relevant to the working environment while maintaining a high level of personal professionalism and front of house standards.

Learners will need to gain 26 credits by completing a minimum of 3 credits from optional unit group A. The remaining 23 credits can be selected from optional unit groups A or B.

Mandatory UnitsUnit Number Unit Title Level CreditUnit 101 Maintain a safe, hygienic & secure working environment 1 3

Unit 104 Work effectively as part of a hospitality team 1 3Unit 201 Give customers a positive impression of yourself & your

organisation2 5

Optional Units - Group A Level CreditUnit 251 Deal with communication as part of a reception function 2 3

Unit 252 Deal with the arrival of customers 2 4Unit 253 Deal with bookings 2 4Unit 254 Prepare customer accounts & deal with departures 2 4Unit 263 Provide tourism information services to customers 2 5

hospitality services

level 2NVQ diploma

This qualification is designed for those working within a hospitality or residential environment where duties are very diverse. Depending on the individual, the course can cover elements of reception, housekeeping, food and beverage service and food preparation and cooking.

Learners not working with food will need to gain 26 credits from the optional units - Non Food Service (group B). Learners that are working with food will need to gain 22 credits from either optional unit groups (Food Preparation & Service - group A or Non Food Service - group B)

If a learner prepares food, they must complete unit 203.If a learner serves food, they must complete unit 204.

If learners take Food Preparation and Food & Beverage Service units they must complete Unit 203. (Unit 204 is then not required). The remaining credits can come from optional unit group A (Food Preparation & Service).

Learners may only select a maximum of 2 further level 1 units from Section A.



organisation2 5

Mandatory Units - Food Preparation & Service Level CreditUnit 203 Maintain food safety when storing, preparing & cooking

food2 4

Unit 204 Maintain food safety when storing, holding & serving food

2 4

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Optional Units - Food Preparation & Service (Group A) Level Credit

Unit 109 Prepare & clear areas for a counter & take away service 1 3

Unit 110 Provide a counter or take away service 1 3

Unit 116 Prepare & finish simple salad & fruit dishes 1 2

Unit 117 Prepare hot & cold sandwiches 1 2

Unit 119 Prepare & cook fish 1 3

Unit 120 Prepare & cook meat & poultry 1 4

Unit 143 Produce basic egg dishes 1 3

Unit 206 Prepare & clear areas for table service 2 4

Unit 207 Serve food at the table 2 4

Unit 208 Provide silver service 2 6

Unit 209 Provide a buffet & carvery service 2 4

Unit 210 Covert a room for dining 2 3

Unit 211 Prepare & clear the bar area 2 4

Unit 212 Serve alcoholic & soft drinks 2 5

Unit 213 Prepare & serve cocktails 2 5

Unit 214 Prepare & serve wines 2 5

Unit 215 Maintain cellars & kegs 2 3

Unit 216 Clean drinks dispense lines 2 3

Unit 217 Prepare & serve dispensed & instant hot drinks 2 3

Unit 218 Prepare & serve hot drinks using specialist equipment 2 4

Unit 219 Receive, store & issue drinks stock 2 3

Unit 250 Prepare & present food for cold presentation 2 4

Unit 271 Complete kitchen documents 2 3

Unit 272 Set up & close a kitchen 2 4

Unit 281 Produce basic fish dishes 2 4

Unit 284 Produce basic vegetable dishes 2 4

Unit 288 Produce basic rice, pulse & grain dishes 2 3

Unit 289 Produce basic pasta dishes 2 3

level 2 NVQ diploma in hospitality services

Optional Units - Non Food Service (Group B) Level Credit

Unit 137 Collect linen & make beds 1 3

Unit 138 Clean windows from the inside 1 3

Unit 205 Maintain & deal with payments 2 4

Unit 251 Deal with communication as part of a reception function 2 3

Unit 252 Deal with the arrival of customers 2 4

Unit 253 Deal with bookings 2 4

Unit 254 Prepare customer accounts & deal with departures 2 4

Unit 255 Produce documents in a business environment 2 4

Unit 256 Use office equipment 2 3

Unit 258 Provide reception services 2 3

Unit 259 Store & retrieve information 2 3

Unit 260 Handle mail & book external services 2 3

Unit 261 Resolve customer service problems 2 6

Unit 263 Provide tourism information services to customers 2 5

Unit 264 Cleaning & servicing a range of housekeeping areas 2 3

Unit 265 Use of different chemicals & equipment in housekeeping 2 4

Unit 266 Maintain housekeeping supplies 2 3

Unit 267 Clean, maintain & protect semi-hard & hard floors 2 4

Unit 268 Clean & maintain soft floors & furnishings 2 4

Unit 269 Provide a linen service 2 3

Unit 270 Carry out periodic room servicing & deep cleaning 2 3

Unit 273 Promote additional services & products to customers 2 6

Unit 274 Deal with customers across a language divide 2 8

Unit 275 Maintain customer service through an effective handover 2 4


2 2

level 3NVQ diploma

hospitality supervision & leadership

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level 3 NVQ diploma in hospitality supervision & leadership

Optional Units - Group C Level CreditHSL 6 Contribute to promoting hospitality services & products 3 4

HSL 9 Contribute to the development of recipes & menus 3 4HSL 12 Supervise off site food delivery service 3 4HSL 13 Supervise cellar & drink storage operations 3 4HSL 14 Manage the receipt, storage or dispatch of goods 3 4HSL 15 Supervise the wine / cellar store & dispense counter 3 4HSL 18 Supervise linen service 3 4HSL 19 Monitor & solve customer service problems 3 4HSL 23 Improve the customer relationship 3 4HSL 24 Provide learning opportunities for colleagues 3 11HSL 25 Support the use of technological equipment in hospitality 3 4

HSL 26 Supervise practices for handling payments 3 4HSL 28 Manage the environmental impact of your team 3 3HSL 29 Contribute to the selection of staff for activities 3 4HSL 30 Ensure food safety hygiene practice is followed in the

preparation & serving of food & drink3 4

HSL 31 Lead meetings 3 3

This qualification is suitable for people working within any area of the hospitality industry, including domestic or kitchen staff. The course aims to develop leadership skills for supervisors while establishing professional practices and effective services.

Learners will need to gain 11 credits from the optional units. At least 1 unit must be selected from optional unit group B.

Mandatory UnitsUnit Number Unit Title Level CreditHSL 1 Provide leadership for your team 3 9HSL 2 Develop productive working relationships with

colleagues3 9

HSL 3 Contribute to the control of resources 3 4HSL 4 Maintain the health, hygiene & safety & security of the

working environment3 4

HSL 5 Lead a team to improve customer service 3 8

Optional Units - Group B Level CreditHSL 7 Supervise food production operations 3 4HSL 8 Supervise a function 3 4HSL 10 Supervise food services 3 4HSL 11 Supervise drink service 3 4HSL 17 Supervise housekeeping services 3 4HSL 20 Supervise the portering & concierge service 3 4HSL 21 Supervise the reception service 3 4HSL 22 Supervise the reservation & booking service 3 4

food & beverage service

level 2NVQ diploma

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Optional Units - Beverage Service (Group B) Level CreditUnit 212 Serve alcoholic & soft drinks 2 5Unit 213 Prepare & serve cocktails 2 5Unit 214 Prepare & serve wines 2 5Unit 217 Prepare & serve dispensed & instant hot drinks 2 3Unit 218 Prepare & serve hot drinks using specialist equipment 2 4

Optional Units - Generic (Group C) Level CreditUnit 109 Prepare & clear areas for a counter & take away service 1 3

Unit 205 Maintain & deal with payments 2 4Unit 206 Prepare & clear areas for table service 2 4Unit 211 Prepare & clear the bar area 2 4Unit 215 Maintain cellars & kegs 2 3Unit 216 Clean drinks dispense lines 2 3Unit 219 Receive, store & issue drinks stock 2 3Unit 261 Resolve customer service problems 2 6Unit 273 Promote additional services & products to customers 2 6



2 2

level 2 NVQ diploma in food & beverage serviceThis qualification is aimed at people working within the hospitality industry whose role involves the combination of taking of orders and the service of food and drinks, providing practical training for these skills. The course also covers hygiene, team working and food safety in the workplace.

Learners will need to gain 22 credits by completing a minimum of 3 credits from optional unit group A (Food Service) & a minimum of 3 credits from optional unit group B (Beverage Service). The remaining 16 credits can be selected from optional unit groups A, B or C.



organisation2 5


2 4

Optional Units - Food Service (Group A) Level CreditUnit 110 Provide a counter or take away service 1 3Unit 207 Serve food at the table 2 4Unit 208 Provide silver service 2 6Unit 209 Provide a buffet & carvery service 2 4

food service

level 2NVQ diploma

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Optional Units - Group B Level CreditUnit 109 Prepare & clear areas for a counter & take away service 1 3

Unit 205 Maintain & deal with payments 2 4Unit 211 Prepare & clear the bar area 2 4Unit 214 Prepare & serve wines 2 5Unit 217 Prepare & serve dispensed & instant hot drinks 2 3Unit 218 Prepare & serve hot drinks using specialist equipment 2 4

Unit 261 Resolve customer service problems 2 6Unit 273 Promote additional services & products to customers 2 6



2 2

level 2 NVQ diploma in food serviceThis qualification is directed specifically at those who deal with food service in a hospitality situation. The course aims to develop awareness of hygiene, effective team working and food safety in the workplace as well as providing practical training in service skills (including silver service).




organisation2 5


2 4

Optional Units - Group A Level CreditUnit 110 Provide a counter or take away service 1 3Unit 206 Prepare & clear areas for table service 2 4Unit 207 Serve food at the table 2 4Unit 208 Provide silver service 2 6Unit 209 Provide a buffet & carvery service 2 4

beverage service

level 2NVQ diploma

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Optional Units - Group B Level CreditUnit 205 Maintain & deal with payments 2 4Unit 215 Maintain cellars & kegs 2 3Unit 216 Clean drinks dispense lines 2 3Unit 219 Receive, store & issue drinks stock 2 3Unit 261 Resolve customer service problems 2 6Unit 273 Promote additional services & products to customers 2 6



2 2

level 2 NVQ diploma in beverage service

This qualification is directed specifically at those who deal with the preparation and service of drinks in hospitality. The course aims to develop awareness of hygiene, effective team working and customer care in the workplace as well as providing practical training in drink service skills.




organisation2 5

Optional Units - Group A Level CreditUnit 211 Prepare & clear the bar area 2 4Unit 212 Serve alcoholic & soft drinks 2 5Unit 213 Prepare & serve cocktails 2 5Unit 214 Prepare & serve wines 2 5Unit 217 Prepare & serve dispensed & instant hot drinks 2 3Unit 218 Prepare & serve hot drinks using specialist equipment 2 4

kitchen services

level 2NVQ diploma

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level 2 NVQ diploma in kitchen servicesThis qualification is suitable for people working within a kitchen environment where the menu is set to a brand standard with set dishes & ingredients. Topics cover the practical preparation and cooking techniques as well as hygiene, food safety and specific kitchen processes.

Learners will need to gain 27 credits completing a minimum of 11 credits from optional unit group A. The remaining 16 credits can be selected from optional unit groups A or B.


Unit 104 Work effectively as part of a hospitality team 1 3Unit 203 Maintain food safety when storing, preparing & cooking

food2 4

Optional Units - Group A Level CreditUnit 110 Provide a counter or take away service 1 3Unit 116 Prepare & finish simple salad & fruit dishes 1 2Unit 117 Prepare hot & cold sandwiches 1 2Unit 118 Cook vegetables 1 3Unit 119 Prepare & cook fish 1 3Unit 120 Prepare & cook meat & poultry 1 4Unit 146 Present menu items according to a defined brand

standard1 3

Unit 298 Maintain an efficient use of resources in the kitchen 2 3

Optional Units - Group B Level CreditUnit 235 Promote new menu items 2 3Unit 271 Complete kitchen documents 2 3Unit 272 Set up & close a kitchen 2 4Unit 293 Produce hot & cold desserts 2 3Unit 294 Produce cold starters & salads 2 3Unit 296 Produce healthier dishes 2 3Unit 297 Maintain an efficient use of food resources 2 4Unit 299 Prepare, operate & clean specialist food preparation &

cooking equipment2 4


2 2

level 2NVQ diploma

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food production & cooking


level 2 NVQ diploma in food production & cooking

Optional Units - Group A (continued) Level Credit

Unit 294 Produce cold starters & salads 2 3

Unit 295 Produce flour, dough & tray-baked products 2 3

Optional Units - Group B Level Credit

Unit 110 Provide a counter or take away service 1 3

Unit 117 Prepare hot & cold sandwiches 1 2

Unit 143 Produce basic egg dishes 1 3

Unit 144 Prepare meals for distribution 1 2

Unit 145 Prepare meals to meet relevant nutritional standards set for school meals

1 4

Unit 146 Present menu items according to a defined brand standard 1 3

Unit 201 Give customers a positive impression of yourself & your organisation

2 5

Unit 205 Maintain & deal with payments 2 4

Unit 210 Covert a room for dining 2 3

Unit 234 Prepare & cook food to meet the requirements of allergy sufferers

2 3

Unit 235 Promote new menu items 2 3

Unit 248 Liaise with care team to ensure that an individual’s nutritional needs are met

2 3

Unit 262 Modify the content of dishes 2 4



Unit 296 Produce healthier dishes 2 3

Unit 297 Maintain an efficient use of food resources 2 4

Unit 298 Maintain an efficient use of resources in the kitchen 2 3

Unit 299 Prepare, operate & clean specialist food preparation & cooking equipment

2 4


2 2

This qualification is suitable for people working within a kitchen environment where the majority of the menu items are finished / processed on site and produce a range of different dishes using different ingredients. Topics cover a range of practical preparation and cooking techniques as well as hygiene, food safety and options to cover nutritional standards and menu content.

Learners will need to gain 30 optional unit credits by completing a minimum of 16 credits from optional unit group A & a minimum of 14 credits from optional unit group B.

Mandatory Units

Unit Number Unit Title Level Credit

Unit 101 Maintain a safe, hygienic & secure working environment 1 3

Unit 104 Work effectively as part of a hospitality team 1 3

Unit 203 Maintain food safety when storing, preparing & cooking food 2 4

Optional Units - Group A Level Credit

Unit 281 Produce basic fish dishes 2 4

Unit 282 Produce basic meat dishes 2 4

Unit 283 Produce basic poultry dishes 2 4

Unit 284 Produce basic vegetable dishes 2 4

Unit 285 Cook chill food 2 3

Unit 286 Cook freeze food 2 3

Unit 287 Produce basic hot sauces 2 4

Unit 288 Produce basic rice, pulse & grain dishes 2 3

Unit 289 Produce basic pasta dishes 2 3

Unit 290 Produce basic bread & dough products 2 4

Unit 291 Produce basic pastry products 2 5

Unit 292 Produce basic cakes, sponges & scones 2 4

Unit 293 Produce hot & cold desserts 2 3

professional cookery

level 2NVQ diploma

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Optional Units (continued) Level Credit

Unit 231 Cook & finish basic game dishes 2 5

Unit 232 Cook & finish basic offal dishes 2 5

Unit 233 Cook & finish basic vegetable dishes 2 4

Unit 236 Prepare, cook & finish basic hot sauces 2 4

Unit 237 Prepare, cook & finish basic soups 2 4

Unit 238 Make basic stock 2 3

Unit 239 Prepare, cook & finish basic rice dishes 2 4

Unit 240 Prepare, cook & finish basic pasta dishes 2 4

Unit 241 Prepare, cook & finish pulse dishes 2 4

Unit 242 Prepare, cook & finish basic vegetable protein dishes 2 4

Unit 243 Prepare, cook & finish basic egg dishes 2 3

Unit 244 Prepare, cook & finish basic bread & dough products 2 5

Unit 245 Prepare, cook & finish basic pastry products 2 5

Unit 246 Prepare, cook & finish cakes, sponges, biscuits & scones 2 5

Unit 247 Prepare, cook & finish basic grain dishes 2 4

Unit 248 Liaise with care team to ensure that an individual’s nutritional needs are met

2 3

Unit 249 Prepare, cook & finish hot & cold desserts 2 4

Unit 250 Prepare & present food for cold presentation 2 4



Unit 276 Process dried ingredients prior to cooking 2 2

Unit 277 Prepare & mix spice & herb blends 2 2

Unit 285 Cook chill food 2 3

Unit 286 Cook freeze food 2 3

Unit 296 Produce healthier dishes 2 3


2 2

This qualification is suitable for experienced kitchen staff within an environment where the majority of the menu items are created on site using a number of different ingredients and cooking methods. Topics cover the practical preparation and cooking techniques of a range of dishes and elements as well as hygiene, food and utensil safety and important kitchen processes.

Learners will need to gain 45 credits from the optional units.

Mandatory Units

Unit Number Unit Title Level Credit

Unit 101 Maintain a safe, hygienic & secure working environment 1 3

Unit 102 Maintain, handle & clean knives 1 3

Unit 104 Work effectively as part of a hospitality team 1 3

Unit 203 Maintain food safety when storing, preparing & cooking food 2 4

Optional Units Level Credit

Unit 126 Cook & finish simple bread & dough products 1 3

Unit 145 Prepare meals to meet relevant nutritional standards set for school meals

1 4

Unit 202 Order stock 2 4

Unit 220 Prepare fish for basic dishes 2 4

Unit 221 Prepare shellfish for basic dishes 2 3

Unit 222 Prepare meat for basic dishes 2 4

Unit 223 Prepare poultry for basic dishes 2 4

Unit 224 Prepare game for basic dishes 2 4

Unit 225 Prepare offal for basic dishes 2 3

Unit 226 Prepare vegetables for basic dishes 2 4

Unit 227 Cook & finish basic fish dishes 2 4

Unit 228 Cook & finish basic shellfish dishes 2 4

Unit 229 Cook & finish basic meat dishes 2 5

Unit 230 Cook & finish basic poultry dishes 2 5

level 2 NVQ diploma in professional cookery

housekeeping

level 2NVQ diploma

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This qualification is intended for individuals working within a hotel or residential environment where duties include the servicing of a variety of rooms. The course provides training for improving practical cleaning skills and housekeeping services as well as hygiene & team working skills.

Learners will need to gain 28 credits from the optional units.


Unit 104 Work effectively as part of a hospitality team 1 3Unit 264 Cleaning & servicing a range of housekeeping areas 2 3

level 2 NVQ diploma in housekeeping

Optional Units Level CreditUnit 137 Collect linen & make beds 1 3Unit 138 Clean windows from the inside 1 3Unit 201 Give customers a positive impression of yourself & your

organisation2 5

Unit 265 Use of different chemicals & equipment in housekeeping 2 4

Unit 266 Maintain housekeeping supplies 2 3Unit 267 Clean, maintain & protect semi-hard & hard floors 2 4Unit 268 Clean & maintain soft floors & furnishings 2 4Unit 269 Provide a linen service 2 3Unit 270 Carry out periodic room servicing & deep cleaning 2 3Unit 274 Deal with customers across a language divide 2 8Unit 275 Maintain customer service through an effective handover 2 4


2 2


cleaning & support service skills

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This qualification is intended for those in the cleaning industry, including contract cleaners and those whose job roles involve the cleaning of a wide range of premises. The course provides training for improving practical cleaning skills, health and safety risk recognition and effective working relationships.

Learners will need to gain 11 optional unit credits by completing 1 unit from optional unit group A. The remaining 16 credits must be gained from at least 3 units from optional unit group B.

Mandatory Units - Group AUnit Number Unit Title Level CreditUnit 201 Reduce the risks to health & safety in the workplace 2 3Unit 202 Communicate effectively in the workplace 2 2Unit 203 Develop yourself in the job role 2 2

Optional Units - Group A Level CreditUnit 105 Work with others & follow reporting procedures in a

cleaning environment1 2

Unit 106 Work individually & follow reporting procedures in a cleaning environment

1 3

level 2 NVQ certificate in cleaning & support service skills

Optional Units - Group B Level CreditUnit 205 Clean & maintain internal surfaces 2 4Unit 207 Deal with routine waste 2 3Unit 208 Clean washrooms & replenish supplies 2 3Unit 209 Clean high risk areas 2 5Unit 211 Clean food areas 2 4Unit 214 Clean & maintain soft floors & furnishings 2 4Unit 215 Clean glazed surfaces & facades 2 3Unit 216 Deal with non-routine waste 2 3

Cleaning & support services is not funded by the Skills Funding Agency and therefore incurs a commercial charge. To find out more, speak with your Regional Business Development Manager or email us: [email protected]

health care support services

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w.gr

owyo

ursk

ills.co

.uk



This qualification is aimed at people working within the care sector, in supporting roles such as porters, security personnel, laundry and kitchen assistants, health records administrators and general assistants / support staff. This qualification is wide ranging and can be tailored to meet the diverse needs of employers and learners.

Mandatory UnitsUnit Number Unit Title LevelSS1 Foster people’s equality, diversity & rights 2SS2 Contribute to the effectiveness of work teams 2SS3 Promote, monitor & maintain health, safety & security in the

workplace2

SS4 Give customers a positive impression of yourself & your organisation

2

Optional Units Level

SS5* Support & control visitors to services & facilities 2

SS6* Transport supplies of physical resources within the work area 2

SS7* Receive, transmit, store & retrieve information 2

SS8* Support the use of information technology 2

SS10* Organise the receipt & storage of goods 2

SS13 Move & transport patients within the work area 2SS14 Collect, transport & dispose of health care waste 2SS15 Distribute & despatch mail 2SS16 Maintain housekeeping supplies 2SS17 Prepare beds & handle linen & bed coverings 2SS18 Monitor & maintain the cleanliness of environments 2

SS19** Clean floors manually 2

SS20** Clean furniture, fittings & vertical surfaces manually 2

level 2 NVQ in health care support services

Optional Units (continued) Level

SS21** Clean toilets & washrooms manually 2

SS22 Classify items & make up loads 2SS23 Clean items by washing processes 2SS24 Press & finish simple garments & items 2SS26 Prepare food & drink for clients 2SS27 Maintain hygiene in food storage, preparation & cooking 2SS28 Prepare, cook & assemble food for service 2SS29 Provide a table or tray service 2SS30 Clean & service a range of areas 2SS32 Record, store & supply information using a paper-based filing

system2

SS33 Enter, retrieve & print data in a database 2SS34 Provide authorised access to records 2SS35 Protect records 2SS36 Maintain the arrangements of records 2SS37 Administer the current records system 2

Note:* a maximum of three units can be selected from SS5, SS6, SS7, SS8 & SS10** a maximum of two units can be selected from SS19, SS20 & SS21

health & safety in the workplace

food safety in catering

preparing to teachin lifelong learning

control of substanceshazardous to health

we also deliver...


short courses

We also deliver a wide range of bespoke and short courses that can be tailored to suite your requirements.

bespoke courses

In addition to the short courses listed below, we are also able to tailor a programme to suit the requirements of your organisation, including the legislative qualifications required for employees to safely and legally carry out their duties.

Qube’s Bespoke Training includes:

• Customer Service.• Leadership & Management.• Managing a Hospitality Environment.• Managing a Catering Environment.• Managing an Office Environment.• Managing a Retail Environment.• and many more.

haven’t seen what you’re looking for?

At Qube we strive to offer the best packages to our customers. If there is a specific course that you are looking for that is not in our directory please contact our National Sales Manager to find out if we can accommodate you:

Nina SianNational Sales Manager

tel. 01235 83 38 38mob. 07833 241394email. [email protected]

course name level awarding body

Health & Safety in the Workplace 2

Food Safety in Catering 2

Cleaning in Food Premises 2

The Principles of Risk Assessment 2

The Principles of Manual Handling 2

The Principles of COSHH 2

Training Skills & Practice 3

Preparing to Teach in the Lifelong Learning Sector 3

Beer & Cellar Quality

Customer & Drinks Service 1

Responsible Alcohol Retailing 1

National Certificate for Personal Licence Holders 2

World Class Customer Service Professionals 2

World Class Customer Service Coach 3

Documents

Qube Learning Information Pack