www.growyourskills.co.uk
providing specialist training in...
literacy & numeracy hospitality & catering
business administration customer service & retail
cleaning & support services
team leading & management accredited & bespoke workshops
Qube Learning
Online Information Resource January 2012 Published by Qube Qualifications & Development Ltd: 7, The Green, Milton Park, Abingdon, OX14 4RR. Doc REF: A182 V1 JAN12 Š 2012 All Rights reserved. All text and images are property of Qube Learning Reproduction/ replication is strictly prohibited.
Contents Company Overview Employer Benefits Learner Benefits Apprenticeships The Learning Process Qualification Equivalents Qualification Lists Support for Key Skills
4 6 8 10 12 14 16 18
Customer Service (Level 2) Customer Service (Level 3) Retail Skills Sales Professional Retail Management Business Administration (Level 2) Business Administration (Level 3) Team Leading Management (Level 3) Management (Level 5) Front of House Reception Hospitality Services Hospitality Supervision & Leadership Food and Beverage Service Food Service Beverage Service Kitchen Services Food Production & Cooking Professional Cookery Housekeeping Cleaning & Support Services Health Care Support Services
20 22 24 26 28 30 32 34 36 38 40 42 44 46 48 50 52 54 56 58 60 62
company overview
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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
We can offer:
Apprenticeships & Advanced Apprenticeships Work-Based Vocational Qualifications Core 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
poor staff English / maths skills? Literacy & numeracy courses can improve staff self confidence, communication and so much more
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
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.
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.
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. * Statistics from www.apprenticeships.org.uk updated: 11 / 02 / 2011
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
learner benefits
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learner benefits
our learners can expect to... • 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. “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 Flanagan
Catering Supervisor Milton Keynes Hospital NHS Foundation Trust
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
“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 Crilly
Administrator Highground 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 Williams
Domestic Ward Orderly Princess 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 Rogers Chef Orchid Group
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
apprenticeships
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apprenticeships An Apprenticeship is made up of the following components:
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.
To be eligible for Apprenticeship funding, learners must... 1. Work a minimum of 16 hours per week 2. Not be participating in full-time education 3. 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 number 5. 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.
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
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.
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
the learning process
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the learning process
the learning process
Qube 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 signup process. This involves the following: • An Application Form • An Occupational Initial Assessment (OIA) • Literacy & Numeracy Skills Assessments • An Individual Learning Plan
learning
Our 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.
assessment & feedback
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
regular training & assessment
learner induction
learner signup
employer engagement
• A further explanation of programme • Clarification of available support • Methods of study overview
celebrate success!
Within 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:
Each 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.
achievement of qualification
induction
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
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qualification equivalents
qualification equivalents
academic 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
level 2
• GCSE / O level (5 or more grades A - C) • CSE grade 1 • 1 Advanced level • 2 / 3 AS levels
vocational equivalents level 3 • • • • • • • • • • •
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
• • • •
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
• • • • • •
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
academic equivalents • 2 or more A Level passes • 4 or more AS Levels
vocational equivalents • • • • • • • • • • •
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
• • • • • • • • •
level 5
• Higher Degree
• Continuing Education Diploma • NVQ level 5 • Other high level professional qualifications
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
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
qualification list
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qualification list Vocational Qualifications & Apprenticeships Body
Level
Qualification Name
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
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
Funding Contracts
Skills for Life Body
Level
Qualification Name
Entry L3 to Level 2
Literacy
Entry L3 to Level 2
Numeracy
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
Funding Contract
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
Support for Key Skills
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support for key skills (SKS) visits
key skills:
better literacy & numeracy will...
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:
• 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.
• spelling • punctuation • grammar
• decimals • fractions • percentages
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 Visit At 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.
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
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 2nd Visit During 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 Visits During 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.
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
www.growyourskills.co.uk
level 2 NVQ certificate
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 Units Unit Number
Unit Title
Unit 101 Unit 201
Credit
Communicate using customer service language
1
4
Follow the rules to deliver customer service
2
4
Level
Credit
Optional Units - Impression & Image Unit 102
Maintain a positive & customer friendly attitude
1
5
Unit 103
Adapt your behaviour to give a good customer service impression
1
5
Unit 202
Communicate effectively with customers
2
5
Unit 203
Give customers a positive impression of yourself & your organisation
2
5
2
6
Unit 204
customer service
Level
Promote additional services or products to customers
Unit 205
Process information about customers
2
5
Unit 206
Live up to the customer service promise
2
6
Unit 207
Make customer service personal
2
6
Unit 208
Go the extra mile in customer service
2
6
Unit 209
Deal with customers face to face
2
5
Unit 210
Deal with incoming telephone calls from customers
2
5
Unit 211
Make telephone calls to customers
2
6
Unit 303
Deal with customers in writing or electronically
3
6
Unit 304
Use customer service as a competitive tool
3
8
Unit 305
Organise the promotion of additional services or products to customers
3
7
Unit 306
Build a customer service knowledge set
3
7
level 2 NVQ certificate in customer service Optional Units - Delivery
Level
Credit
Optional Units - Development & Improvement
Level
Credit
Unit 104
Do your job in a customer friendly way
1
5
Unit 221
Develop customer relationships
2
6
Unit 212
Deliver reliable customer service
2
5
Unit 222
Support customer service improvements
2
5
2
5
Unit 223
Develop personal performance through delivering customer service
2
6
2
5
Unit 224
Support customers using on-line customer services
2
5
Unit 225
Buddy a colleague to develop their customer service skills
2
5
Unit 213 Unit 214
Deliver customer service on your customer’s premises Recognise diversity when delivering customer service
Unit 215
Deal with customers across a language divide
2
8
Unit 216
Use questioning techniques when delivering customer service
2
4
Unit 226
Develop your own customer service skills through selfstudy
2
6
Unit 217
Deal with customers using bespoke software
2
5
Unit 227
Support customers using self-service technology
2
5
2
4
Unit 313
Work with others to improve customer service
3
8
Unit 314
Promote continuous improvement
3
7
Unit 315
Develop your own & others’ customer service skills
3
8
Unit 316
Lead a team to improve customer service
3
7
Unit 317
Gather, analyse & interpret customer feedback
3
10
Unit 318
Monitor the quality of customer service transactions
3
7
Unit 218
Maintain customer service through effective handover
Unit 307
Deliver customer service using service partnerships
3
6
Unit 308
Organise the delivery of reliable customer service
3
6
Unit 309
Improve the customer relationship
3
7
Level
Credit
Optional Units - Handling Problems Unit 105
Recognise & deal with customer queries, requests & problems
1
5
Unit 106
Take details of customer service problems
1
4
Unit 219
Resolve customer service problems
2
6
Unit 220
Deliver customer service to difficult customers
2
6
Unit 310
Monitor & solve customer service problems
3
6
Unit 311
Apply risk assessment to customer service
3
10
Unit 312
Process customer service complaints
3
6
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
www.growyourskills.co.uk
level 3 NVQ diploma
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 Units Unit Number
Unit Title
Unit 301 Unit 302
Credit
Demonstrate understanding of customer service
3
6
Demonstrate understanding of the rules that impact improvements in customer service
3
6
Optional Units - Impression & Image
Level
Credit
Unit 202
Communicate effectively with customers
2
5
Unit 203
Give customers a positive impression of yourself & your organisation
2
5
2
6
Unit 204
customer service
Level
Promote additional services or products to customers
Unit 205
Process information about customers
2
5
Unit 206
Live up to the customer service promise
2
6
Unit 207
Make customer service personal
2
6
Unit 208
Go the extra mile in customer service
2
6
Unit 209
Deal with customers face to face
2
5
Unit 210
Deal with incoming telephone calls from customers
2
5
Unit 211
Make telephone calls to customers
2
6
Unit 303
Deal with customers in writing or electronically
3
6
Unit 304
Use customer service as a competitive tool
3
8
Unit 305
Organise the promotion of additional services or products to customers
3
7
Unit 306
Build a customer service knowledge set
3
7
Unit 403
Champion customer service
4
10
Unit 404
Make customer service environmentally friendly & sustainable
4
11
level 3 NVQ diploma in customer service Optional Units - Delivery
Level
Credit
Optional Units - Development & Improvement
Level
Credit
Unit 104
Do your job in a customer-friendly way
1
5
Unit 221
Develop customer relationships
2
6
Unit 212
Deliver reliable customer service
2
5
Unit 222
Support customer service improvements
2
5
2
5
Unit 223
Develop personal performance through delivering customer service
2
6
2
5
Unit 224
Support customers using on-line customer services
2
5
Unit 225
Buddy a colleague to develop their customer service skills
2
5
Unit 213 Unit 214
Deliver customer service on your customer’s premises Recognise diversity when delivering customer service
Unit 215
Deal with customers across a language divide
2
8
Unit 216
Use questioning techniques when delivering customer service
2
4
Unit 226
Develop your own customer service skills through selfstudy
2
6
Unit 217
Deal with customers using bespoke software
2
5
Unit 227
Support customers using self-service technology
2
5
2
4
Unit 313
Work with others to improve customer service
3
8
Unit 314
Promote continuous improvement
3
7
Unit 315
Develop your own & others’ customer service skills
3
8
Unit 316
Lead a team to improve customer service
3
7
Unit 317
Gather, analyse & interpret customer feedback
3
10
Unit 318
Monitor the quality of customer service transactions
3
7
4
10
Unit 218
Maintain customer service through effective handover
Unit 307
Deliver customer service using service partnerships
3
6
Unit 308
Organise the delivery of reliable customer service
3
6
Unit 309
Improve the customer relationship
3
7
Unit 405
Maintain & develop a healthy & safe customer service environment
4
8
4
10
Unit 406
Plan, organise & control customer service operations
Unit 407
Review the quality of customer service
4
8
Unit 408
Build & maintain effective customer relations
4
8
Unit 409
Deliver seamless customer service with a team
4
8
Level
Credit
Optional Units - Handling Problems Unit 219
Resolve customer service problems
2
6
Unit 220
Deliver customer service to difficult customers
2
6
Unit 310
Monitor & solve customer service problems
3
6
Unit 311
Apply risk assessment to customer service
3
10
Unit 312
Process customer service complaints
3
6
Unit 410
Handle referred customer complaints
4
10
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
Unit 411
Implement quality improvements to customer service
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
7
Unit 415
Apply technology or other resources to improve customer service
4
11
Unit 416
Review & re-engineer customer service processes
4
11
Unit 417
Manage customer service performance
4
7
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
www.growyourskills.co.uk
level 2 NVQ 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 Units Unit Number
Unit Title
201
Work effectively in your retail team
Optional Units
Credit
2
8
Level
Credit
Unit 103
Process donated goods for resale or recycling in a retail environment
1
6
Unit 112
Contribute to monitoring & maintaining ease of shopping in a retail sales area
1
2
2
8
Unit 202
retail skills
Level
Help customers choose products in a retail environment
Unit 203
Maximise product sales in a retail environment
2
5
Unit 204
Provide information & advice to customers in a retail environment
2
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
level 2 NVQ diploma in retail skills Level 1 & level 3 units may not be selected together.
Optional Units (continued)
At least 5 Optional Units must be completed or up to a maximum of 11. Optional Units (continued)
Level
Credit
Help to manage a retail team
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
8
Unit 317
Improve the customer relationship
3
8
Unit 318
Work with others to improve customer service
3
7
Unit 319
Monitor & solve customer service problems
3
7
3
10
3
11
Keep stock on sale at required levels in a retail environment
2
3
Unit 224
Display stock to promote sales to customers in a retail environment
2
6
2
5
Unit 320
Process payments for purchases in a retail environment
Credit
Unit 312
Unit 223
Unit 231
Level
Promote continuous improvement in customer service
Unit 234
Follow point-of-sale procedures for age-restricted products in a retail environment
2
8
Unit 321
Unit 235
Process returned goods & materials in a retail environment
2
3
Unit 328
Contribute to the continuous improvement of retail operations
3
10
Unit 236
Give customers a positive impression of yourself & your organisation
2
5
Unit 329
Recruit, select & keep colleagues
3
13
Unit 330
Provide learning opportunities for colleagues
3
11
Unit 237
Support customer service improvements
2
5
Unit 331
Evaluate the receipt of payments from customers
3
9
Unit 238
Resolve customer service problems
2
6
Unit 332
3
13
2
4
Monitor & maintain health & safety in a retail environment
3
3
Unit 239
Help to maintain health & safety in a retail environment
Unit 336
Unit 240
Help to keep the retail unit secure
2
6
Unit 241
Develop productive working relationships with colleagues
2
9
Unit 242
Allocate & check work in your team
2
12
Unit 260
Cash up in a retail store
2
2
Unit 262
Provide service to customers in the dressing room of a retail store
2
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
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
Help to monitor & maintain the security of the retail unit
Monitor & support secure till use during trading hours
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.
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
retail
sales professional
www.growyourskills.co.uk
level 3 NVQ diploma
level 3 NVQ diploma in retail sales professional 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.
Optional Units (continued)
Learners will need to gain 31 credits from the optional units. At least 24 credits must be gained from level 3 units (including the mandatory unit).
Unit 328 Unit 331
At least 4 optional units must be completed or up to a maximum of 11. Mandatory Unit Unit Number
Unit Title
301
Work effectively in your retail organisation
Optional Units
Level
Credit
3
9
Level
Credit
Unit 241
Develop productive working relationships with colleagues
2
9
Unit 260
Cash up in a retail store
2
2
Unit 262
Provide service to customers in the dressing room of a retail store
2
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
Unit 312
Help to manage a retail team
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
8
Unit 317
Improve the customer relationship
3
8
Unit 318
Work with others to improve customer service
3
7
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
Unit 319 Unit 320 Unit 321
Level
Credit
3
7
3
10
3
11
Contribute to the continuous improvement of retail operations
3
10
Evaluate the receipt of payments from customers
3
9
Monitor & solve customer service problems Promote continuous improvement in customer service Help to monitor & maintain the security of the retail unit
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. There are time limits on how quickly units can be achieved.
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
retail
management
www.growyourskills.co.uk
level 3 NVQ diploma
level 3 NVQ diploma in retail management This 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.
Optional Units (continued) Unit 320 Unit 321
Promote continuous improvement in customer service Help to monitor & maintain the security of the retail unit
Level
Credit
3
10
3
11
Unit 328
3
10
Learners will need to gain 34 credits from the optional units. At least 26 credits must be gained from level 3 units (including the mandatory unit).
Contribute to the continuous improvement of retail operations
Unit 329
Recruit, select & keep colleagues
3
13
Unit 330
Provide learning opportunities for colleagues
3
11
At least 4 optional units must be completed or up to a maximum of 6.
Unit 331
Evaluate the receipt of payments from customers
3
9
Unit 332
Monitor & maintain health & safety in a retail environment
3
13
3
3
Mandatory Unit Unit Number
Unit Title
301
Work effectively in your retail organisation
Optional Units
Level
Credit
3
9
Level
Credit
Unit 241
Develop productive working relationships with colleagues
2
9
Unit 242
Allocate & check work in your team
2
12
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
Unit 313
Plan, monitor & adjust staffing levels & schedules in a retail environment
3
11
Unit 316
Organise the delivery of reliable customer service
3
8
Unit 317
Improve the customer relationship
3
8
Unit 318
Work with others to improve customer service
3
7
Unit 319
Monitor & solve customer service problems
3
7
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
Unit 336
Monitor & support secure till use during trading hours
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. There are time limits on how quickly units can be achieved.
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
www.growyourskills.co.uk
level 2 NVQ certificate
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 Units Unit Number
Unit Title
Level
Credit
Unit 201
Manage your own performance in a business environment
2
2
Unit 202
Improve your own performance in a business environment
2
2
Unit 203
Work in a business environment
2
2
Unit 204
Communicate in a business environment
2
3
Level
Credit
Optional Units - Group B
business administration
Unit 107
Make & receive telephone calls
1
3
Unit 205
Solve business problems
2
4
Unit 206
Work with other people in a business environment
2
3
Unit 207
Use electronic message systems
2
1
Unit 208
Use a diary system
2
3
Unit 209
Take minutes
2
4
Unit 210
Handle mail
2
3
Unit 211
Provide reception services
2
3
Unit 212
Produce documents in a business environment
2
4
Unit 213
Prepare text from notes
2
3
Unit 216
Prepare text from recorded audio instruction
2
4
Unit 217
Organise & report data
2
3
Unit 218
Research information
2
4
Unit 219
Store & retrieve information
2
3
Unit 220
Archive information
2
2
Unit 221
Use office equipment
2
4
Unit 222
Maintain & issue stationery stock items
2
3
level 2 NVQ certificate in business administration Optional Units - Group B (continued)
Level
Credit
Unit 223
Support the organisation of an event
2
2
Unit 224
Support the coordination of an event
2
3
Unit 225
Support the organisation of business travel or accommodation
2
Unit 226
Support the organisation of meetings
Unit 227
Optional Units - Group C
Level
Credit
Unit 112
Use occupational & safety guidelines when using keyboards
1
2
3
Unit 114
Word processing software
1
3
Unit 115
Bespoke or specialist software
1
2
2
4
Unit 116
Data management software
1
2
Respond to change in a business environment
2
3
Unit 117
Database software
1
3
Unit 228
Support the management & development of an information system
2
7
Unit 118
Improving productively using IT
1
3
Unit 229
Meet & welcome visitors
2
3
Unit 119
IT security for users
1
1
Unit 310
Develop a presentation
3
3
Unit 120
Presentation software
1
3
Unit 311
Deliver a presentation
3
3
Unit 121
Setting up an IT system
1
3
3
4
Unit 122
Spreadsheet software
1
3
Unit 232
Bespoke or specialist software
2
3
Unit 233
Database management software
2
3
Unit 234
Database software
2
4
Unit 235
Improving productivity using IT
2
4
Unit 236
IT security for users
2
2
Unit 237
Presentation software
2
4
Unit 238
Setting up an IT system
2
4
Unit 239
Spreadsheet software
2
4
Word processing software
2
4
Unit 312
Design & produce documents in a business environment
Unit 315
Prepare text from recorded audio instruction
3
4
Unit 316
Support the design & development of an information system
3
7
Unit 317
Monitor information systems
3
7
Unit 318
Analyse & report data
3
6
Unit 319
Order products & services
3
5
Unit 320
Plan & organise an event
3
4
Unit 321
Co-ordinate an event
3
4
Unit 322
Plan & organise meetings
3
5
Unit 326
Contribute to innovation in a business environment
3
4
Unit 327
Contribute to running a project
3
5
Unit 328
Deliver, monitor & evaluate customer service to internal customers
3
3
Unit 329
Deliver, monitor & evaluate customer service to external customers
3
3
Unit 330
Agree a budget
3
4
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
Unit 242
Please speak to your RBDS about the selection rules that apply to this qualification.
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
www.growyourskills.co.uk
level 3 NVQ diploma
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 Units Unit Number
Unit Title
Level
Credit
Unit 301
Manage your own performance in a business environment
3
3
Unit 302
Evaluate & improve your own performance in a business environment
3
3
Unit 303
Work in a business environment
3
4
Unit 304
Communicate in a business environment
3
3
Level
Credit
Optional Units - Group B
business administration
Unit 207
Use electronic message systems
2
1
Unit 208
Use a diary system
2
3
Unit 209
Take minutes
2
4
Unit 210
Handle mail
2
3
Unit 211
Provide reception services
2
3
Unit 212
Produce documents in a business environment
2
4
Unit 213
Prepare text from notes
2
3
Unit 216
Prepare text from recorded audio instruction
2
4
Unit 217
Organise & report data
2
3
Unit 218
Research information
2
4
Unit 219
Store & retrieve information
2
3
Unit 220
Archive information
2
2
Unit 221
Use office equipment
2
4
Unit 222
Maintain and issue stationery stock items
2
3
Unit 223
Support the organisation of an event
2
2
Unit 224
Support the coordination of an event
2
3
Unit 225
Support the organisation of business travel or accommodation
2
3
level 3 NVQ diploma in business administration Optional Units - Group B (continued)
Level
Credit
Unit 226
Support the organisation of meetings
2
4
Unit 227
Respond to change in a business environment
2
3
Unit 228
Support the management & development of an information system
2
Unit 229
Meet & welcome visitors
Unit 305
Optional Units - Group B (continued)
Level
Credit
Unit 328
Deliver, monitor & evaluate customer service to internal customers
3
3
7
Unit 329
Deliver, monitor & evaluate customer service to external customers
3
3
2
3
Unit 330
Agree a budget
3
4
Solve business problems
3
4
Unit 331
Use customer service as a competitive tool
3
8
Unit 306
Work with other people in a business environment
3
4
Unit 332
Monitor & solve customer service problems
3
6
Unit 307
Contribute to decision-making in a business environment
3
3
Unit 420
Manage budgets
4
5
Unit 308
Negotiate in a business environment
3
5
Unit 309
Supervise a team in a business environment
3
6
Level
Credit
Unit 310
Develop a presentation
3
3
Unit 311
Deliver a presentation
3 3
Unit 312
Design & produce documents in a business environment
Unit 112
Use occupational & safety guidelines when using keyboards
1
2
3
Unit 232
Bespoke or specialist software
2
3
4
Unit 233
Database management software
2
3
Unit 234
Database software
2
4
Unit 235
Improving productivity using IT
2
4
Unit 236
IT security for users
2
2
Unit 237
Presentation software
2
4
Unit 238
Setting up an IT system
2
4
Unit 239
Spreadsheet software
2
4
Unit 242
Word processing software
2
4
Unit 333
Bespoke or specialist software
3
4
Unit 334
Data management software
3
4
Unit 335
Database software
3
6
Unit 336
Improving productivity using IT
3
5
Unit 337
IT security for users
3
3
Unit 338
Presentation software
3
6
Unit 339
Setting up an IT system
3
5
Spreadsheet software
3
6
Unit 315
Prepare text from recorded audio instruction
3
4
Unit 316
Support the design & development of an information system
3
7
Unit 317
Monitor information systems
3
7
Unit 318
Analyse & report data
3
6
Unit 319
Order products & services
3
5
Unit 320
Plan & organise an event
3
4
Unit 321
Co-ordinate an event
3
4
Unit 322
Plan & organise meetings
3
5
Unit 323
Organise business travel or accommodation
2
5
Unit 324
Evaluate organisation of business travel or accommodation
3
2
Unit 325
Supervise an office facility
3
5
Unit 326
Contribute to innovation in a business environment
3
4
Unit 327
Contribute to running a project
3
5
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
Optional Units - Group C
Unit 340
Please speak to your RBDS about the selection rules that apply to this qualification.
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
team leading
www.growyourskills.co.uk
level 2 NVQ certificate
level 2 NVQ certificate in team leading 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 Units Unit Number
Unit Title
Level
Credit
Unit A1
Manage personal development
2
4
Unit D1
Develop productive working relationships with colleagues
2
3
Unit E11
Communicate information & knowledge
2
3
Level
Credit
Optional Units - Group B Unit B5
Set objectives & provide support for team members
3
5
Unit D5
Plan, allocate & monitor work in your team
3
5
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
Optional Units - Group C
Level
Credit
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 D10
Manage conflict in a team
3
3
Unit D11
Lead & manage meetings
3
4
Unit D12
Participate in meetings
3
2
Unit E10
Make effective decisions
3
3
3
4
Unit E12
Manage knowledge in your own area of responsibility
Unit E15
Procure supplies
3
2
Unit F17
Manage customer service in your own area of responsibility
3
4
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
www.growyourskills.co.uk
level 3 NVQ certificate
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 Units Unit Number
Unit Title
Level
Credit
Unit A2
Manage your own professional development within an organisation
3
4
Unit B5
Set objectives & provide support for team members
3
5
Unit D5
Plan, allocate & monitor work in your team
3
5
Level
Credit
Optional Units Unit A1
Manage personal development
2
4
Unit A3
Develop, maintain & review personal networks
4
4
Unit B6
Provide leadership & direction for your own area of responsibility
4
5
Unit B8b
Ensure compliance with legal, regulatory, ethical & social requirements
4
5
Unit B10b
Manage risk in your own area of responsibility
4
4
Unit B10c
Review risk management processes in your own area of responsibility
4
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
level 3 NVQ certificate in management Optional Units (continued)
Level
Credit
Unit D1
Develop productive working relationships with colleagues
2
3
Unit D2a
Develop working relationships with colleagues & stakeholders
4
4
Unit D3a
Recruit staff in your own area of responsibility
4
4
Unit D6
Plan, allocate & monitor work in your area of responsibility
4
5
Unit D7
Support learning & development within your own areas of responsibility
4
5
Address performance problems affecting team members
4
3
Unit D9
Build, support & manage a team
4
4
Unit D10
Manage conflict in a team
3
3
Unit D11
Lead & manage meetings
3
3
Unit D12
Participate in meetings
2
2
Unit D13
Support individuals to develop & take responsibility for their performance
4
4
Unit D14
Know how to follow disciplinary procedures
4
4
Unit D15
Manage grievance procedures
4
3
Unit D16
Support the management of redundancies in your own area of responsibility
4
3
Unit E6a
Implement, monitor & review health & safety policy in your area of responsibility
4
6
Unit E8
Manage physical resources
4
3
Unit E9
Manage the environmental impact of work activities
4
5
Unit E10
Make effective decisions
3
3
Unit E11
Communicate information & knowledge
2
3
3
4
Unit D8
Unit E12
Manage knowledge in your own area of responsibility
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
Optional Units (continued)
Level
Credit
Unit E15
Procure supplies
3
2
Unit E16
Manage a tendering process
4
4
Unit F1
Plan & manage a project
4
8
Unit F4
Develop & implement marketing plans
4
6
Unit F9
Analyse the market in which your organisation operates
4
5
Unit F11
Manage the achievement of customer satisfaction
4
5
Unit F14
Prepare for & support quality audits
4
4
Unit F17
Manage customer service in your own area of responsibility
3
4
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
management
www.growyourskills.co.uk
level 5 NVQ diploma
level 5 NVQ diploma in management This qualification is aimed at experinced 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.
Optional Units (continued)
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 Units Unit Title
Level
Credit
Develop & evaluate operational plans for own area of responsibility
5
6
Provide leadership & direction for own area of responsibility
4
5
Plan change in own area of responsibility
5
6
Work productively with colleagues & stakeholders
5
6
Optional Units
Level
Credit
Implement change in own area of responsibility
4
6
Develop working relationships with colleagues & stakeholders
4
4
Recruit staff in your own area of responsibility
5
4
Plan, allocate & monitor work in own area of responsibility
4
5
Support learning & development within your own area of responsibility
4
5
Address performance problems affecting team members
4
3
Build, support & manage a team
4
4
Support individuals to develop & take responsibility for their performance
4
4
Know how to follow disciplinary procedures
4
4
Managing grievance procedures
4
3
Support 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
3
Level
Credit
Establish risk management processes for an organisation
5
6
Promote equality of opportunity, diversity & inclusion across an organisation
5
6
Manage the environmental impact of work activities
4
5
Manage a tendering process
4
4
Examine staff turnover issues in own area of responsibility
5
4
Plan & manage a project
4
8
Developing collaborative relationships with other organisations
5
7
Develop & implement marketing plans
4
6
Promote the use of technology within an organisation
5
6
Analyse the market in which your organisation operates
4
5
Manage health & safety across an organisation
5
6
Manage the achievement of customer satisfaction
4
5
Monitor & review business processes
5
3
Prepare for and support quality audits
4
4
Develop a customer focused organisation
5
5
Inform strategic decision-making
6
7
Conduct a quality audit
6
6
Support the culture of an organisation
6
5
Manage product development and marketing
5
7
Lead innovation within an organisation
6
10
Develop, maintain & review personal networks
4
4
Manage a budget for own area of activity or work
5
7
Ensure compliance with legal, regulatory, ethical & social requirements
4
5
Outsource organisational processes
6
8
Manage risk in your own area of responsibility
4
4
Manage a programme of complementary projects
6
8
Review risk management processes in own area of responsibility
4
3
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
front of house reception
www.growyourskills.co.uk
level 2 NVQ diploma
level 2 NVQ diploma in front of house reception This 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.
Optional Units - Group B
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 Units Unit Number Unit 101
Unit Title Maintain a safe, hygienic & secure working environment
Level
Credit
1
3
Unit 104
Work effectively as part of a hospitality team
1
3
Unit 201
Give customers a positive impression of yourself & your organisation
2
5
Optional Units - Group A Unit 251
Deal with communication as part of a reception function
Credit
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 263
Provide tourism information services to customers
2
5
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
Credit
Unit 205
Maintain & deal with payments
2
4
Unit 255
Produce documents in a business environment
2
4
Unit 256
Use office equipment
2
3
Unit 257
Communicate in a business environment
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
2
6
2
8
2
4
2
2
Unit 273 Unit 274 Unit 275 Unit 666
Level
Level
Promote additional services & products to customers Deal with customers across a language divide Maintain customer service through an effective handover Employment rights & responsibilities in the hospitality, leisure, travel & tourism sector
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
www.growyourskills.co.uk
level 2 NVQ 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. Mandatory Units Unit Number Unit 101
Unit Title Maintain a safe, hygienic & secure working environment
Credit
1
3
Unit 104
Work effectively as part of a hospitality team
1
3
Unit 201
Give customers a positive impression of yourself & your organisation
2
5
Level
Credit
Mandatory Units - Food Preparation & Service
hospitality services
Level
Unit 203
Maintain food safety when storing, preparing & cooking food
2
4
Unit 204
Maintain food safety when storing, holding & serving food
2
4
level 2 NVQ diploma in hospitality services Optional Units - Food Preparation & Service (Group A) Unit 109
Prepare & clear areas for a counter & take away service
Level
Credit
1
3
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
2
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 252
Deal with the arrival of customers
2
4
Unit 120
Prepare & cook meat & poultry
1
4
Unit 253
Deal with bookings
2
4
Unit 143
Produce basic egg dishes
1
3
Unit 254
Prepare customer accounts & deal with departures
2
4
Unit 206
Prepare & clear areas for table service
2
4
Unit 255
Produce documents in a business environment
2
4
Unit 207
Serve food at the table
2
4
Unit 256
Use office equipment
2
3
Unit 208
Provide silver service
2
6
Unit 258
Provide reception services
2
3
Unit 209
Provide a buffet & carvery service
2
4
Unit 259
Store & retrieve information
2
3
Unit 210
Covert a room for dining
2
3
Unit 260
Handle mail & book external services
2
3
Unit 211
Prepare & clear the bar area
2
4
Unit 261
Resolve customer service problems
2
6
Unit 212
Serve alcoholic & soft drinks
2
5
Unit 263
Provide tourism information services to customers
2
5
Unit 213
Prepare & serve cocktails
2
5
Unit 264
Cleaning & servicing a range of housekeeping areas
2
3
Unit 214
Prepare & serve wines
2
5
Unit 265
2
4
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
2
Unit 218
Prepare & serve hot drinks using specialist equipment
Unit 251
Use of different chemicals & equipment in housekeeping
Unit 266
Maintain housekeeping supplies
2
3
Unit 267
Clean, maintain & protect semi-hard & hard floors
2
4
4
Unit 268
Clean & maintain soft floors & furnishings
2
4
Unit 269
Provide a linen service
2
3
Carry out periodic room servicing & deep cleaning
2
3
2
6
2
8
2
4
2
2
Unit 219
Receive, store & issue drinks stock
2
3
Unit 270
Unit 250
Prepare & present food for cold presentation
2
4
Unit 273
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
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
Deal with communication as part of a reception function
Unit 274 Unit 275 Unit 666
Promote additional services & products to customers Deal with customers across a language divide Maintain customer service through an effective handover Employment rights & responsibilities in the hospitality, leisure, travel & tourism sector
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
hospitality supervision & leadership
www.growyourskills.co.uk
level 3 NVQ diploma
level 3 NVQ diploma in hospitality supervision & leadership 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 Units
Optional Units - Group C HSL 6
Contribute to promoting hospitality services & products
Level
Credit
3
4
HSL 9
Contribute to the development of recipes & menus
3
4
HSL 12
Supervise off site food delivery service
3
4
HSL 13
Supervise cellar & drink storage operations
3
4
HSL 14
Manage the receipt, storage or dispatch of goods
3
4
Level
Credit
HSL 15
Supervise the wine / cellar store & dispense counter
3
4
Provide leadership for your team
3
9
HSL 18
Supervise linen service
3
4
HSL 2
Develop productive working relationships with colleagues
3
9
HSL 19
Monitor & solve customer service problems
3
4
HSL 23
Improve the customer relationship
3
4
HSL 3
Contribute to the control of resources
3
4
HSL 24
Provide learning opportunities for colleagues
3
11
HSL 4
Maintain the health, hygiene & safety & security of the working environment
3
4
HSL 25
3
4
HSL 5
Lead a team to improve customer service
3
8
HSL 26
Supervise practices for handling payments
3
4
Level
Credit
HSL 28
Manage the environmental impact of your team
3
3
HSL 29
Contribute to the selection of staff for activities
3
4
HSL 30
Ensure food safety hygiene practice is followed in the preparation & serving of food & drink
3
4
HSL 31
Lead meetings
3
3
Unit Number
Unit Title
HSL 1
Optional Units - Group B HSL 7
Supervise food production operations
3
4
HSL 8
Supervise a function
3
4
HSL 10
Supervise food services
3
4
HSL 11
Supervise drink service
3
4
HSL 17
Supervise housekeeping services
3
4
HSL 20
Supervise the portering & concierge service
3
4
HSL 21
Supervise the reception service
3
4
HSL 22
Supervise the reservation & booking service
3
4
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
Support the use of technological equipment in hospitality
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
food & beverage service
www.growyourskills.co.uk
level 2 NVQ diploma
level 2 NVQ diploma in food & beverage service This 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.
Optional Units - Beverage Service (Group B)
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.
Unit Number Unit 101
Unit Title Maintain a safe, hygienic & secure working environment
Level
Credit
1
3
Credit
Unit 212
Serve alcoholic & soft drinks
2
5
Unit 213
Prepare & serve cocktails
2
5
Unit 214
Prepare & serve wines
2
5
Unit 217
Prepare & serve dispensed & instant hot drinks
2
3
2
4
Level
Credit
1
3
Unit 218
Prepare & serve hot drinks using specialist equipment
Optional Units - Generic (Group C) Unit 109
Mandatory Units
Level
Prepare & clear areas for a counter & take away service
Unit 205
Maintain & deal with payments
2
4
Unit 206
Prepare & clear areas for table service
2
4
Unit 104
Work effectively as part of a hospitality team
1
3
Unit 211
Prepare & clear the bar area
2
4
Unit 201
Give customers a positive impression of yourself & your organisation
2
5
Unit 215
Maintain cellars & kegs
2
3
Unit 216
Clean drinks dispense lines
2
3
Unit 204
Maintain food safety when storing, holding & serving food
2
4
Unit 219
Receive, store & issue drinks stock
2
3
Unit 261
Resolve customer service problems
2
6
2
6
2
8
2
4
2
2
Optional Units - Food Service (Group A)
Level
Credit
Unit 110
Provide a counter or take away service
1
3
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
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
Unit 273 Unit 274 Unit 275 Unit 666
Promote additional services & products to customers Deal with customers across a language divide Maintain customer service through an effective handover Employment rights & responsibilities in the hospitality, leisure, travel & tourism sector
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
food service
www.growyourskills.co.uk
level 2 NVQ diploma
level 2 NVQ diploma in food service This 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).
Optional Units - Group B
Unit 205
Learners will need to gain 22 credits by completing a minimum of 8 credits from optional unit group A. The remaining 14 credits can be selected from optional unit groups A or B. Mandatory Units Unit Number Unit 101
Credit
1
3
Maintain & deal with payments
2
4
Unit 211
Prepare & clear the bar area
2
4
Unit 214
Prepare & serve wines
2
5
Unit 217
Prepare & serve dispensed & instant hot drinks
2
3
2
4
2
6
2
6
2
8
2
4
2
2
Unit 109
Unit 218 Unit Title Maintain a safe, hygienic & secure working environment
Level
Credit
1
3
Unit 104
Work effectively as part of a hospitality team
1
3
Unit 201
Give customers a positive impression of yourself & your organisation
2
5
Maintain food safety when storing, holding & serving food
2
4
Unit 204
Level
Optional Units - Group A
Level
Credit
Unit 110
Provide a counter or take away service
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
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
Unit 261 Unit 273 Unit 274 Unit 275 Unit 666
Prepare & clear areas for a counter & take away service
Prepare & serve hot drinks using specialist equipment Resolve customer service problems Promote additional services & products to customers Deal with customers across a language divide Maintain customer service through an effective handover Employment rights & responsibilities in the hospitality, leisure, travel & tourism sector
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
beverage service
www.growyourskills.co.uk
level 2 NVQ diploma
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.
Optional Units - Group B
Learners will need to gain 26 credits by completing a minimum of 7 credits from optional unit group A. The remaining 19 credits can be selected from optional unit groups A or B.
Unit Number Unit 101
Unit Title Maintain a safe, hygienic & secure working environment
2
4
Unit 215
Maintain cellars & kegs
2
3
Unit 216
Clean drinks dispense lines
2
3
Unit 219
Receive, store & issue drinks stock
2
3
Unit 261
Resolve customer service problems
2
6
2
6
2
8
2
4
2
2
Credit
Unit 274
1
3
Unit 275 Unit 666
Work effectively as part of a hospitality team
1
3
Unit 201
Give customers a positive impression of yourself & your organisation
2
5
Level
Credit
Optional Units - Group A 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 217
Prepare & serve dispensed & instant hot drinks
2
3
2
4
Unit 218
Maintain & deal with payments
Level
Unit 104
Prepare & serve hot drinks using specialist equipment
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
Credit
Unit 205
Unit 273
Mandatory Units
Level
Promote additional services & products to customers Deal with customers across a language divide Maintain customer service through an effective handover Employment rights & responsibilities in the hospitality, leisure, travel & tourism sector
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
kitchen services
www.growyourskills.co.uk
level 2 NVQ diploma
level 2 NVQ diploma in kitchen services This 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.
Optional Units - Group B
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. Mandatory Units Unit Number Unit 101
Unit Title Maintain a safe, hygienic & secure working environment
Level
Credit
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
Level
Credit
Optional Units - Group A 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 118
Cook vegetables
1
3
Unit 119
Prepare & cook fish
1
3
Unit 120
Prepare & cook meat & poultry
1
4
Unit 146
Present menu items according to a defined brand standard
1
3
Unit 298
Maintain an efficient use of resources in the kitchen
2
3
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
Level
Credit
Unit 235
Promote new menu items
2
3
Unit 271
Complete kitchen documents
2
3
Unit 272
Set up & close a kitchen
2
4
Unit 293
Produce hot & cold desserts
2
3
Unit 294
Produce cold starters & salads
2
3
Unit 296
Produce healthier dishes
2
3
Unit 297
Maintain an efficient use of food resources
2
4
Unit 299
Prepare, operate & clean specialist food preparation & cooking equipment
2
4
Unit 666
Employment rights & responsibilities in the hospitality, leisure, travel & tourism sector
2
2
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
food production & cooking
www.growyourskills.co.uk
level 2 NVQ diploma
level 2 NVQ diploma in food production & cooking 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.
Optional Units - Group A (continued)
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.
Unit 110
Provide a counter or take away service
Unit 117
Mandatory Units Unit Number Unit 101 Unit 104 Unit 203
Unit Title Maintain a safe, hygienic & secure working environment Work effectively as part of a hospitality team Maintain food safety when storing, preparing & cooking food
Optional Units - Group A
Level
Credit
1
3
1
3
2
4
Level
Credit
Level
Credit
Unit 294
Produce cold starters & salads
2
3
Unit 295
Produce flour, dough & tray-baked products
2
3
Level
Credit
1
3
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
Optional Units - Group B
Unit 281
Produce basic fish dishes
2
4
Unit 235
Promote new menu items
2
3
Unit 282
Produce basic meat dishes
2
4
Unit 248
2
3
Unit 283
Produce basic poultry dishes
2
4
Liaise with care team to ensure that an individual’s nutritional needs are met
Unit 284
Produce basic vegetable dishes
2
4
Unit 262
Modify the content of dishes
2
4
Unit 285
Cook chill food
2
3
Unit 271
Complete kitchen documents
2
3
Unit 286
Cook freeze food
2
3
Unit 272
Set up & close a kitchen
2
4
Unit 287
Produce basic hot sauces
2
4
Unit 296
Produce healthier dishes
2
3
Unit 288
Produce basic rice, pulse & grain dishes
2
3
Unit 297
Maintain an efficient use of food resources
2
4
Unit 289
Produce basic pasta dishes
2
3
Unit 298
Maintain an efficient use of resources in the kitchen
2
3
Unit 290
Produce basic bread & dough products
2
4
Unit 299
2
4
Unit 291
Produce basic pastry products
2
5
Prepare, operate & clean specialist food preparation & cooking equipment
Unit 292
Produce basic cakes, sponges & scones
2
4
Unit 666
Employment rights & responsibilities in the hospitality, leisure, travel & tourism sector
2
2
Unit 293
Produce hot & cold desserts
2
3
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
professional cookery
www.growyourskills.co.uk
level 2 NVQ diploma
level 2 NVQ diploma in professional cookery 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.
Optional Units (continued)
Learners will need to gain 45 credits from the optional units.
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
Mandatory Units
Unit 239
Prepare, cook & finish basic rice dishes
2
4
Unit Number
Unit Title
Prepare, cook & finish basic pasta dishes
2
4
Unit 101 Unit 102
Level
Credit
Unit 240
Maintain a safe, hygienic & secure working environment
1
3
Unit 241
Prepare, cook & finish pulse dishes
2
4
Maintain, handle & clean knives
1
3
Unit 242
Prepare, cook & finish basic vegetable protein dishes
2
4
Prepare, cook & finish basic egg dishes
2
3
Unit 104
Work effectively as part of a hospitality team
1
3
Unit 243
Unit 203
Maintain food safety when storing, preparing & cooking food
2
4
Unit 244
Prepare, cook & finish basic bread & dough products
2
5
Unit 245
Prepare, cook & finish basic pastry products
2
5
Prepare, cook & finish cakes, sponges, biscuits & scones
2
5
Optional Units
Level
Credit
Unit 246
Unit 126
Cook & finish simple bread & dough products
1
3
Unit 247
Prepare, cook & finish basic grain dishes
2
4
Unit 145
Prepare meals to meet relevant nutritional standards set for school meals
1
4
Unit 248
Liaise with care team to ensure that an individual’s nutritional needs are met
2
3
Unit 202
Order stock
2
4
Unit 249
Prepare, cook & finish hot & cold desserts
2
4
Unit 220
Prepare fish for basic dishes
2
4
Unit 250
Prepare & present food for cold presentation
2
4
Unit 221
Prepare shellfish for basic dishes
2
3
Unit 271
Complete kitchen documents
2
3
Set up & close a kitchen
2
4
Unit 222
Prepare meat for basic dishes
2
4
Unit 272
Unit 223
Prepare poultry for basic dishes
2
4
Unit 276
Process dried ingredients prior to cooking
2
2
Unit 224
Prepare game for basic dishes
2
4
Unit 277
Prepare & mix spice & herb blends
2
2
Cook chill food
2
3
Unit 225
Prepare offal for basic dishes
2
3
Unit 285
Unit 226
Prepare vegetables for basic dishes
2
4
Unit 286
Cook freeze food
2
3
Unit 227
Cook & finish basic fish dishes
2
4
Unit 296
Produce healthier dishes
2
3
Unit 666
Employment rights & responsibilities in the hospitality, leisure, travel & tourism sector
2
2
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
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
housekeeping
www.growyourskills.co.uk
level 2 NVQ diploma
level 2 NVQ diploma in housekeeping 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 101
Unit Title Maintain a safe, hygienic & secure working environment
Level
Credit
1
3
Level
Credit
Unit 137
Collect linen & make beds
1
3
Unit 138
Clean windows from the inside
1
3
Unit 201
Give customers a positive impression of yourself & your organisation
2
5
2
4
Unit 265
Mandatory Units Unit Number
Optional Units
Use of different chemicals & equipment in housekeeping
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 104
Work effectively as part of a hospitality team
1
3
Unit 269
Provide a linen service
2
3
Unit 264
Cleaning & servicing a range of housekeeping areas
2
3
Unit 270
Carry out periodic room servicing & deep cleaning
2
3
Unit 274
Deal with customers across a language divide
2
8
2
4
2
2
Unit 275 Unit 666
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
Maintain customer service through an effective handover Employment rights & responsibilities in the hospitality, leisure, travel & tourism sector
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
cleaning & support service skills
www.growyourskills.co.uk
level 2 NVQ certificate
level 2 NVQ certificate in cleaning & support service skills 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.
Optional Units - Group B
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 A Unit Number
Unit Title
Level
Credit
Unit 201
Reduce the risks to health & safety in the workplace
2
3
Unit 202
Communicate effectively in the workplace
2
2
Unit 203
Develop yourself in the job role
2
2
Level
Credit
Optional Units - Group A Unit 105
Work with others & follow reporting procedures in a cleaning environment
1
2
Unit 106
Work individually & follow reporting procedures in a cleaning environment
1
3
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
Level
Credit
Unit 205
Clean & maintain internal surfaces
2
4
Unit 207
Deal with routine waste
2
3
Unit 208
Clean washrooms & replenish supplies
2
3
Unit 209
Clean high risk areas
2
5
Unit 211
Clean food areas
2
4
Unit 214
Clean & maintain soft floors & furnishings
2
4
Unit 215
Clean glazed surfaces & facades
2
3
Unit 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: tellmemore@qube-learning.co.uk
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
health care support services
www.growyourskills.co.uk
level 2 NVQ certificate
level 2 NVQ in health care support services 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.
Unit Title
Level
SS21**
Clean toilets & washrooms manually
2
SS22
Classify items & make up loads
2
SS23
Clean items by washing processes
2
SS24
Press & finish simple garments & items
2
Level
SS26
Prepare food & drink for clients
2
Maintain hygiene in food storage, preparation & cooking
2
Mandatory Units Unit Number
Optional Units (continued)
SS1
Foster people’s equality, diversity & rights
2
SS27
SS2
Contribute to the effectiveness of work teams
2
SS28
Prepare, cook & assemble food for service
2
SS3
Promote, monitor & maintain health, safety & security in the workplace
2
SS29
Provide a table or tray service
2
SS30
Clean & service a range of areas
2
Give customers a positive impression of yourself & your organisation
2
SS32
Record, store & supply information using a paper-based filing system
2
SS33
Enter, retrieve & print data in a database
2
SS34
Provide authorised access to records
2
SS35
Protect records
2
SS36
Maintain the arrangements of records
2
SS37
Administer the current records system
2
SS4 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
2
SS14
Collect, transport & dispose of health care waste
2
SS15
Distribute & despatch mail
2
SS16
Maintain housekeeping supplies
2
SS17
Prepare beds & handle linen & bed coverings
2
SS18
Monitor & maintain the cleanliness of environments
2
SS19**
Clean floors manually
2
SS20**
Clean furniture, fittings & vertical surfaces manually
2
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
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
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
we also deliver... health & safety in the workplace
food safety in catering
control of substances hazardous to health
preparing to teach in lifelong learning
short courses
bespoke courses
We also deliver a wide range of bespoke and short courses that can be tailored to suite your requirements.
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.
course name
level awarding body
Qube’s Bespoke Training includes:
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
7 The Green, Milton Park, Abingdon, Oxon, OX14 4RR
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 Sian
National Sales Manager tel. 01235 83 38 38 mob. 07833 241394 email. nina.sian@qube-learning.co.uk
tel. 01235 833838 | fax. 01235 820022 | email. tellmemore@qube-learning.co.uk | web. www.qube-learning.co.uk
£100
high street vouchers* Complete and return to:
Qube Learning 7 The Green Milton Park Abingdon Oxon OX14 4RR
postage required
No stamp? No problem. Register a employee by email/phone:
tellmemore@qube-learning.co.uk | 01235 83 38 38
customer service & retail business administration hospitality & catering team leading & management & many more * Referred learner must be signed onto a full Apprenticeship programme to qualify for £100 of high street vouchers, payable upon learner completing a minimum of 3 months of their apprenticeship. Valid for actual employers only. ** It is your responsibility to declare any high street vouchers received to HMRC as part of your annual tax return. Payment is made at the discretion of Qube Learning. Full terms and conditions apply.
Employee being referred name: date of birth: tel: email: job title: employer: Your details name: tel: email:
Apprenticeship programmes are free to all people between the ages of 16-18 and part funded for those under the age of 24. Contact us to find out more.**
Receive £100 worth of high street vouchers by referring anyone who is employed and under 19 years of age for an Apprenticeship.*
Apprenticeships are a great way to gain skills and develop a career in an increasingly competitive job market.
Good for your Business
Apprenticeships supporting young people at work
Claim £100 in high-street vouchers for referring a 16-18 year old employee!
some of our clients... Avery Healthcare, Bupa, Costa Coffee, Four Seasons, Integral UK, London Borough of Tower Hamlets, Mitie, NHS, Pitney Bowes Ltd, Shaw Trust
Promote additional services or products to customers
2
Process information about customers
2
5
Live up to the customer service promise
2
6
Make customer service personal
2
Go the extra mile in customer service
2
6
Deal with customers face to face
2
5
Deal with incoming telephone calls from customers
2
Make telephone calls to customers
Unit 205 Unit 206 Unit 207 Unit 208
6
Unit 208 Unit 209 Unit 210
Unit 203 Unit 204
6
Unit 205 Unit 206
Unit 209 Unit 210 Unit 211
5
2
Unit 303
6
Unit 303
Deal with customers in writing or electronically
3
6
Unit 304
Use customer service as a competitive tool
3
8
Unit 305
Organise the promotion of additional services or products to customers
3
7
Unit 306
Build a customer service knowledge set
3
7
customer service
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 Units Unit Number
Unit Title
Level
Credit
Unit A2
Manage your own professional development within an organisation
3
4
Unit B5
Set objectives & provide support for team members
3
5
Unit D5
Plan, allocate & monitor work in your team
Optional Units
3
5
Level
Credit
Unit A1
Manage personal development
2
4
Unit A3
Develop, maintain & review personal networks
4
4
Unit B6
Provide leadership & direction for your own area of responsibility
4
5
Unit B8b
Ensure compliance with legal, regulatory, ethical & social requirements
4
5
Unit B10b
Manage risk in your own area of responsibility
4
4
Unit B10c
Review risk management processes in your own area of responsibility
4
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
kitchen services
level 5 NVQ diploma
Unit 304 Unit 305 Unit 306
Give customers a positive impression of yourself & your organisation Promote additional services or products to customers Process information about customers
www.growyourskills.co.uk
2
5
2
6
2
Live up to the customer service promise
2
Make customer service personal
2
Go the extra mile in customer service
2
Deal with customers face to face
2
Deal with incoming telephone calls from customers
2
Make telephone calls to customers
2
Deal with customers in writing or electronically
3
Use customer service as a competitive tool
3
Organise the promotion of additional services or products to customers
3
Build a customer service knowledge set
3
5 6 6
Level
Credit
Unit 103
Process donated goods for resale or recycling in a retail environment
1
6
Unit 112
Contribute to monitoring & maintaining ease of shopping in a retail sales area
1
2 8
Maximise product sales in a retail environment
2
5
Unit 204
Provide information & advice to customers in a retail environment
2
5
Unit 205
Demonstrate products to customers in a retail environment
2
8
Unit 206
Promote loyalty schemes to customers in a retail environment
Unit 207
2
5
Receive goods & materials into storage in a retail environment
2
4
Unit 208
Put goods & materials into storage in a retail environment
2
4
7
Unit 209
Process customer orders for goods in a retail environment
2
3
7
Unit 210
Prepare products for sale to customers in a retail environment
2
3
5 5 6 6 8
Champion customer service
4
10
Make customer service environmentally friendly & sustainable
4
11
retail skills
level 2 NVQ diploma
level 3 NVQ diploma
retail
sales professional
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)
level 2 NVQ diploma
business administration
retail
management
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).
level 3 NVQ diploma
Mandatory Units Unit Number
Unit Title
Level
Credit
Unit 201
Manage your own performance in a business environment
2
2
Unit 202
Improve your own performance in a business environment
2
2
Unit 203
Work in a business environment
2
2
Unit 204
Communicate in a business environment
2
3
level 2 NVQ diploma
www.growyourskills.co.uk
www.growyourskills.co.uk
www.growyourskills.co.uk
level 2 NVQ certificate
level 3 NVQ diploma
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 Units Unit Number
Unit Title
Unit 301
Manage your own performance in a business environment
Unit 302
Evaluate & improve your own performance in a business environment
Unit 303
Work in a business environment
Unit 304
Communicate in a business environment
Level 3 3 3
Credit 3
4 3
Credit
Level
Credit
Make & receive telephone calls
1
3
Unit 207
Use electronic message systems
2
1
Unit 205
Solve business problems
2
4
Unit 208
Use a diary system
2
3
Unit 206
Work with other people in a business environment
2
3
Unit 209
Take minutes
2
4
Unit 207
Use electronic message systems
2
1
Unit 210
Handle mail
2
3
Unit 208
Use a diary system
2
3
Unit 211
Provide reception services
2
3
Unit 209
Take minutes
2
4
Unit 212
Produce documents in a business environment
2
4
Unit 210
Handle mail
2
3
Unit 213
Prepare text from notes
2
3
Unit 211
Provide reception services
2
3
Unit 216
Prepare text from recorded audio instruction
2
4
Unit 212
Produce documents in a business environment
2
4
Unit 217
Organise & report data
2
3
Unit 213
Prepare text from notes
2
3
Unit 218
Research information
2
4
Unit 216
Prepare text from recorded audio instruction
2
4
Unit 219
Store & retrieve information
2
3
Unit 217
Organise & report data
2
3
Unit 220
Archive information
2
2
Unit 218
Research information
2
4
Unit 221
Use office equipment
2
4
Unit 219
Store & retrieve information
2
3
Unit 222
Maintain and issue stationery stock items
2
3
Unit 220
Archive information
2
2
Unit 223
Support the organisation of an event
2
2
Unit 221
Use office equipment
2
4
Unit 224
Support the coordination of an event
2
3
Unit 222
Maintain & issue stationery stock items
2
3
Unit 225
Support the organisation of business travel or accommodation
2
3
Optional Units - Group B
business administration
level 2 NVQ diploma
level 2 NVQ certificate
3
3
Level
Unit 107
Optional Units - Group B 2
Unit 203
Help customers choose products in a retail environment
level 3 NVQ diploma
www.growyourskills.co.uk
8
www.growyourskills.co.uk
Credit
2
www.growyourskills.co.uk
Optional Units
Level
www.growyourskills.co.uk
Unit Title Work effectively in your retail team
www.growyourskills.co.uk
www.growyourskills.co.uk
Mandatory Units Unit Number 201
Unit 202
6
Unit 403 Unit 404
team leading
level 2 NVQ diploma
Learners may only select a maximum of 2 further level 1 units from Section A. Mandatory Units Unit Number Unit 101
Unit Title
Level
Maintain a safe, hygienic & secure working environment
Unit 104
Work effectively as part of a hospitality team
Unit 201
level 2 NVQ diploma
food production & cooking
level 2 NVQ diploma
professional cookery
address... Qube Qualifications & Development Ltd t/a Qube Learning 7 the Green, Milton Park, Abingdon, Oxon OX14 4RR
hospitality services
Give customers a positive impression of yourself & your organisation
level 2 NVQ diploma
housekeeping
1 1
Credit 3 3
2
5
Level
Credit
Unit 203
Maintain food safety when storing, preparing & cooking food
2
4
Unit 204
Maintain food safety when storing, holding & serving food
2
4
Mandatory Units - Food Preparation & Service
front of house reception
management
management
level 2 NVQ diploma
5
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).
www.growyourskills.co.uk
5 5
Credit
2
Communicate effectively with customers
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.
Support for Key Skills
qualification list
www.growyourskills.co.uk
2 2
Level
Optional Units - Impression & Image Unit 202
level 2 NVQ diploma
www.growyourskills.co.uk
Communicate effectively with customers Give customers a positive impression of yourself & your organisation
6 6
qualification equivalents
hospitality supervision & leadership
level 2 NVQ certificate
cleaning & support service skills
food & beverage service
level 2 NVQ certificate
beverage service
food service
www.growyourskills.co.uk
Unit 202 Unit 203
Credit
3 3
www.growyourskills.co.uk
5 5
Level
www.growyourskills.co.uk
1 1
Unit Title Demonstrate understanding of customer service Demonstrate understanding of the rules that impact improvements in customer service
www.growyourskills.co.uk
Credit
Maintain a positive & customer friendly attitude Adapt your behaviour to give a good customer service impression
Mandatory Units Unit Number Unit 301 Unit 302
the learning process
apprenticeships
www.growyourskills.co.uk
Level
Unit 102 Unit 103
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).
www.growyourskills.co.uk
Optional Units - Impression & Image
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.
www.growyourskills.co.uk
4 4
www.growyourskills.co.uk
Credit
1 2
Unit 211
www.growyourskills.co.uk
Level
Communicate using customer service language Follow the rules to deliver customer service
Unit 207
level 3 NVQ certificate
Unit Title
Unit 101 Unit 201
www.growyourskills.co.uk
Unit Number
Unit 204
customer service
level 3 NVQ diploma
Mandatory Units
www.growyourskills.co.uk
Learners will need to gain 20 credits by completing a minimum of at least 1 optional unit from each unit group.
www.growyourskills.co.uk
www.growyourskills.co.uk
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.
learner benefits
www.growyourskills.co.uk
employer benefits
company overview
level 2 NVQ certificate
www.growyourskills.co.uk
www.growyourskills.co.uk
www.growyourskills.co.uk
this pack contains...
we also deliver...
health care support services
health & safety in the workplace
food safety in catering
control of substances hazardous to health
preparing to teach in lifelong learning
if you are missing any inserts, please contact us on: 01235 83 38 38
contact details... phone. fax. email. websites.
01235 83 38 38 01235 82 00 22 tellmemore@qube-learning.co.uk www.qube-learning.co.uk www.growyourskills.co.uk