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> Courses / ILM Level 3 NVQ Diploma in Management
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Study Mode
Workbased Assessment and Coursework 
Business Services & Enterprise 
Course Code:
Entry Requirements
Level of English commensurate with the qualification and suitable job role (it is advisable to speak to a tutor before enrolling to check this).

NVQ Level 3 Diploma in Management

The college offers the credit based NVQ Diploma , which involves building up a number of credits to achieve the full qualification. An NVQ is the ideal qualification if you are working in your first managerial role. Canidates will need to be carrying out a range of managerial tasks in a suitable job. It is a competence based qualification which means you have to be in suitable employment to generate the relevant evidence for the assessment. This course has a flexible start date and is available for students to start at any point throughout the year.

About the Course

An NVQ is the ideal qualification to aim for if you are working in a customer service role.  Candidates will need to be working in a suitable job, either full or part-time, on a paid or voluntary basis. All candidates must have access to real work in order to gain the necessary evidence.

These qualifications recognise the skills and experience which candidates may have gained over a period of time, or which they are currently acquiring in their job.  Level 3 is appropriate for you If you are working in an customer service role which requires you to use your knowledge of the organization to delivery good, flexible service to customers and to influence what happens within your job role.


This is by individual appointment with an assessor - appointments usually last approximately 1 hour, and can be arranged on days and times to suit both the candidate and the assessor.  The sessions are used to provide assistance and support to candidates who are building portfolios of evidence, and for review of evidence, planning work to be undertaken and assessments.  Candidates arrange sessions to suit their work patterns - usually every 3 or 4 weeks.  The assessor will also arrange to visit candidates to observe and assess them in the work place, in addition to the tutorial visits.

How long does the course last?

Most candidates aim to complete the award within an academic year.  However, the time scale is flexible and candidates may finish more quickly if they have been able to spend a lot of time on their award, or take up to 2 years if necessary.  The fee is for the course, not per year, so there is no additional cost involved. 

What does the course involve?

Candidates need to collect evidence from the work place to prove their competence in the different areas of customer service work.  Within each area of work, candidates need to complete a variety of customer service tasks competently, covering a number of themes.  Evidence of work carried out is used to build a portfolio, which is used to confirm competence and award the qualification.  Evidence is required in a variety of formats – observations, case histories, statements, questioning, work products.

To achieve the full qualification you must complete a minimum of 55 credits made up of 6 mandatory units and optional units to a minimum value of 24 credits.


Certificates are awarded following assessment of the candidate’s portfolio of work.  A qualified assessor will examine the portfolio of evidence and make a decision about the candidate’s competence to perform a unit of work.  If accepted, the unit goes on to be checked by an internal verifier as part of the quality control process, before being checked by the external verifier (appointed by the examining body) and passed for certification.  The achievement (pass) rates for this qualification are very good. 

Key Units

Mandatory Units

  • Managing Personal and Professional Development
  • Managing Team Performance
  • Principles of Leadership and Management
  • Principles of People Management
  • Principles of Business

Optional Units

  • Promoting Equality, Diversity and Inclusion in the Workplace
  • Managing Individuals’ Performance
  • Manage Individuals’ Development in the Workplace
  • Chairing and Leading Meetings
  • Encouraging Innovation
  • Managing Conflict Within a Team
  • Procuring Products/Services
  • Implementing Change
  • Implementing and Maintaining Business Continuity Plans and Processes
  • Collaborating with Other Departments
  • Supporting Remote/Virtual Teams
  • Participating in a Project
  • Developing and Maintaining Professional Networks
  • Developing and Implementing an Operational Plan
  • Encouraging Learning and Development
  • Discipline and Grievance Management
  • Developing Working Relationships with Stakeholders
  • Managing Physical Resources
  • Managing the Impact of Work Activities on the Environment
  • Preparing For and Supporting Quality Audits
  • Conducting Quality Audits
  • Managing a Budget
  • Managing a Project
  • Managing Business Risk
  • Managing Knowledge in an Organisation
  • Recruitment, Selection and Induction Practice
  • Managing Redundancy and Redeployment
  • Buddying a Colleague for Skills Development
  • Contributing to the Improvement of Business Performance
  • Negotiating in a Business Environment
  • Developing a Presentation
  • Delivering a Presentation
  • Contributing to the Development and Implementation of an Information System
  • Resolving Customers’ Problems
  • Resolve Customers’ Complaints
  • Gathering, Analysing and Interpreting Customer Feedback
  • Employee Rights and Responsibilities
  • Health and Safety Procedures in the Workplace
  • Managing Events
  • Reviewing the Quality of Customer Service

Entry Requirements

Level of English commensurate with the qualification and suitable job role (it is advisable to speak to a tutor before enrolling to check this).


Practical Assessment.

Where does this Lead

Having completed one NVQ, many people go on to complete others in associated subjects, depending on the level of responsibility and nature of the job. Also, if the level of responsibility within the current role increases, a higher level within the same qualification suite – management - can be done.

For those not in employment, or wanting to follow a taught assignment-based course, an online programme of study is available.

Future Opportunities

• NVQ Level 3/4 in Administration (if appropriate to job role)
• NVQ Level  3 in Customer Service (if appropriate to job role)
• NVQ Level  4/5/7 in Management (if appropriate to job role)
• Membership of professional organisations

Tell Me More

It is advisable to speak to a tutor before enrolling onto this course, to ensure that your job role is appropriate for this level of NVQ. 


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