This qualification is designed to develop an in-depth understanding of the importance of providing effective Information, Advice and Guidance when interacting with customers, clients and colleagues. Learners will explore key areas including signposting, referrals, record keeping, confidentiality and effective communication and listening techniques.
Learners are also required to attend live workshops and masterclasses as part of their qualification. The course provides valuable knowledge and transferable skills for those looking to begin or progress their career in roles involving customer support, advice and guidance.
Course Length: 16 weeks on average
Awarding Body: TQUK (E-certificates upon achievement)
Learning Method(s): Paper materials, online and paper based assessment, live workshops and masterclasses.
There is no prior qualification needed to access this course.
This course is part of our fully funded range of Level 2 courses so is free to the majority of learners – eligibility criteria applies.
Unit 1: Information, advice or guidance in practice Learn about the various differences between information, advice and guidance and the requirements of different clients and how these are best met. It will also help gain in depth knowledge of the boundaries and responsibilities present when offering information, advice and guidance, including signposting, referrals and record keeping.
Unit 2: Developing interaction skills for information, advice or guidance
Discover how to interact with clients, executing appropriate and effective questioning techniques, listening skills and non-verbal communication. Gain knowledge of the impact of values, beliefs and attitudes on any interactions that may be encountered, as well as the importance of confidentiality and impartiality.
Unit 3: Signposting and referral in information, advice or guidance
Gain an understanding of the difference between signposting and referrals – when it is appropriate to refer or signpost an individual organisation’s procedures. Employees will also gain knowledge of good practice when signposting and referring, including recording, monitoring and evaluating.
Unit 4: Information, advice or guidance in context Gain an understanding of information, advice or guidance in the context of their own practice and a specific group of clients. Exploring different ways of assisting clients to explore and make choices. Knowledge on discriminatory practices and behaviours Course Content affecting specific client groups, as well as potential barriers and how to overcome them, are explored within this unit.
Unit 5: Skills for advice providers
This unit provides an understanding of the purpose and process of an advice interview, examining the relationship between client and advisor, the advisor’s role, stages of the advice interview and how to ensure client confidentiality. A key part of this section is gaining knowledge of social policy in advice work, negotiating effectively on a client’s behalf and support and action planning.
This is a guide to the eligibility criteria if you are not sure about anything please get in touch with us.
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Level 2 Certificate in Customer Service
Level 2 Customer Service Practitioner
Level 3 Event Assistant
Level 3 Business Admin
The Level 2 Certificate in Information, Advice or Guidance is a nationally recognised qualification developing the knowledge and skills needed to provide effective IAG services. Topics include communication, understanding client needs, professional boundaries, signposting and referral processes, confidentiality, equality and diversity, and supporting individuals to make informed decisions.
The qualification is suitable for anyone working in or aspiring to work in roles involving supporting and advising others, including careers advisers, employment support workers, housing officers, youth workers, community support workers, teaching assistants, and those in education, health, social care, and public services.
The course is fully funded through the Adult Skills Fund for eligible adults aged 19 and over living in London or Buckinghamshire. London residents must generally earn no more than £14.80 per hour, with Buckinghamshire eligibility linked to National Minimum Wage thresholds. All funding is subject to residency and eligibility checks at enrolment.
The course is delivered through a flexible blended learning model, with online materials supported by a dedicated tutor throughout. Most learners complete the qualification within 10 to 12 weeks, with assessment through an online portfolio of evidence and no formal examinations required.
The qualification supports progression into roles including Information Adviser, Customer Service Advisor, Careers Assistant, Community Support Worker, and Receptionist. It also provides a strong foundation for further training and career progression across education, employability, and community services.
