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Virtual Assistant at QLS Level 2

Virtual Assistant at QLS Level 2
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This course is available in Paper format or Online.


VAs are the latest buzz word in the world of work. First there was the Temp Staff then came the Outsourced Staff; now you can become a Virtual Assistant.

A VA is very much like a PA except they work from home using the internet and telephone to help clients all over the world.


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Virtual Assistant at QLS Level 2

Course code: OFC02

Delivery method: Paper Based or Online

Course duration: 12 Months

Entry requirements: No prior qualification needed

Award achieved: ABC Awards and Certa Award Certificate of achievement at QLS Level 2

A ‘VA’ is very much like a ‘PA’ except they work from home using the internet and telephone to help clients all over the world.

If you have experience of office work and good communication skills, then this is an excellent way to either build a business or supplement your income.

This Home Study Virtual Assistant course will show you how to become a VA. What’s more, once you have completed the VA course we can help you with your other skills such as using Microsoft Office Programmes, Bookkeeping and Web Design.


Unit 1: What is a Virtual Assistant?

  • What is a Virtual Assistant?
  • Who uses a Virtual Assistant and why?
  • What tasks can a Virtual Assistant do?
  • What skills will a Virtual Assistant need?
  • Issues to Consider When Setting up a Home Office
  • What organisations are available to Virtual Assistants?

Unit 2: How to Market yourself as a VA

  • Tips on where to Market your Business
  • How to write a Marketing Plan
  • Marketing in other countries

Unit 3: Starting Your Own Business – Decisions

  • How to succeed with your business
  • How to start up your new business
  • Getting the right mindset

Unit 4: Starting a Business from scratch

  • Why start a Business from scratch
  • Buying an existing Business
  • Buying a Franchise

Unit 5: Recruiting Staff

  • How to Recruit Staff
  • The Process of Recruiting

Unit 6: Dealing with Staff

  • Introduction to dealing with Staff
  • Paying Staff
  • Training and Development
  • The Law
  • Discrimination
  • Health & Safety
  • Trade Unions
  • Taxation

Unit 7: Fraud and Theft

  • Protect your Business: Stop Fraud before it starts
  • Theft of money
  • Theft of inventory or equipment
  • Theft of intellectual property

Unit 8: The Business Plan

  • Understand the function of the business plan
  • Reasons for developing a business plan
  • Identify sources to get help in developing a business plan
  • Identify the type of information to include in a business plan
  • Prepare an outline of a business plan

Unit 9: Customer Care an Introduction

  • What is Customer Care?
  • Defining Customer Care
  • Characteristics of effective Customer Care

Unit 10: Customer Care and the Benefits

  • Increase in profits
  • Customer loyalty and long-term profitability
  • Fewer complaints
  • Staff know what is expected of them
  • More pleasant work environment
  • Customer integration and specialisation

Unit 11: Considering a Policy and Plan?

  • Who are our current and potential customers, their characteristics and needs?
  • Staff interfacing with customers
  • What tangible or intangible assets does the company currently have?
  • Competitor Characteristics
  • Improvements and additions to Customer Care and Service

Unit 12: Customer Care and You

  • The Right Attitude
  • Looking and Sounding Right
  • Having the Right Information
  • Keeping Control
  • Working within a Team
  • Customer Complaints
  • Answering the Phone
  • A Checklist

Unit 13: Customer Care and Service Plans

  • Contents of The Plan
  • The Advantages of Planning
  • Objectives, Strategies And Tactics
  • Forecast or assumptions of Outcomes
  • A sample case on Customer Care Planning
  • Company policies
  • People aake a Plan work
  • Current Customer Care and Services

Unit 14: Basics of the Internet

  • Internet Basics
  • How the Internet works
  • Internet Access
  • Understanding Email
  • About the Web
  • Internet Safety
  • Learning about Viruses

Unit 15: Creating a Web Site

  • Introduction
  • Graphic Design
  • Web site Content
  • Navigation
  • Key points to remember

Unit 16: Meetings Skills

  • Introduction
  • Why do we have meetings?
  • Important things to know about meetings
  • How to plan a meeting
  • How to run a meeting

Unit 17: Introduction to Conflict Management

  • What do organisations use conflict management for?
  • Important things to know about “conflict” and “conflict management”:
  • How to identify signs and stages of conflict
  • How to build teamwork and co-operation
  • How to manage and resolve conflict situations
  • Outline for a Mediation Session
  • Mediation Guidelines

Unit 18: Introduction to Planning

  • What do you use planning and evaluation for?
  • Important things to know about planning and evaluation
  • How to ensure planning is useful and contributes to effective results
  • How to plan – 8 basic planning steps

Unit 19: Introduction to Proof Reading

  • Introduction
  • What is Proof Reading?
  • Tips on Proof Reading

Unit 20: Managing Stress

  • Introduction
  • What is Stress?
  • Symptoms of Stress
  • Causes of Stress
  • How to reduce Stress

Unit 21: Managing your Time

  • Introduction
  • Managing Time step 1
  • Managing Time step 2
  • Schedules

Unit 22: Small Business Bookkeeping

  • Introduction
  • Three steps to keeping your Books
  • Bookkeeping Systems, Software and Method
  • Accounting terms every business person should know

Unit 23: Inland Revenue Requirements

  • What type of Business are you?
  • Registering as self-employed
  • How to pay your Class 2 National Insurance contributions (NICs)
  • Basic Tax Records you must keep.

Course Endorsement

At the end of this course successful learners will be given the option to receive a Certificate of Achievement from the Quality Licence Scheme and a Learner Unit Summary (which lists the components the learner has completed as part of the course).

The course has been endorsed under the Quality Licence Scheme.  This means that Kendal Publishing Ltd has undergone an external quality check to ensure that the organisation and the courses it offers, meet defined quality criteria. The completion of this course alone does not lead to a regulated qualification* but may be used as evidence of knowledge and skills gained. The Learner Unit Summary may be used as evidence towards Recognition of Prior Learning if you wish to progress your studies in this subject. To this end the learning outcomes of the course have been benchmarked at Level 2 against level descriptors published by Ofqual, to indicate the depth of study and level of demand/complexity involved in successful completion by the learner.

The course itself has been designed by Kendal Publishing Ltd to meet specific learners’ and/or employers’ requirements which cannot be satisfied through current regulated qualifications.   The Quality Licence Scheme endorsement involves robust and rigorous quality audits by external auditors to ensure quality is continually met.  A review of courses is carried out as part of the endorsement process.

The Quality Licence Scheme is part of the Skills and Education Group, a charitable organisation that unites education and skills-orientated organisations that share similar values and objectives. With more than 100 years of collective experience, the Skills and Education Group’s strategic partnerships create opportunities to inform, influence and represent the wider education and skills sector.

The Skills and Education Group also includes two nationally recognised awarding organisations; Skills and Education Group Awards and Skills and Education Group Access. Through our awarding organisations we have developed a reputation for providing high-quality qualifications and assessments for the education and skills sector. We are committed to helping employers, organisations and learners cultivate the relevant skills for learning, skills for employment, and skills for life.

Our knowledge and experience of working within the awarding sector enables us to work with training providers, through the Quality Licence Scheme, to help them develop high-quality courses and/or training programmes for the non-regulated market.

*Regulated qualification refers to those qualifications that are regulated by Ofqual / CCEA / Qualification Wales

Method of Study

Paper Based Version

The course comes to you as a paper-based pack delivered by courier.

You will be given guidance through the Study Guide on the nuts and bolts of studying and submitting assignments.

Postal assignments cannot be accepted without prior permission from the tutor.


Online Version

Our online courses are fully digitised versions of the paper-courses, so you can study on any PC or smart device when connected to the internet.

As with the paper course, your online learning programme is completely flexible, so you can study at a pace that suits you.

All of our online course content is broken down into bite size chunks to make your learning more manageable and effective.


Method of Assessment

The course contains a number of assignments which your tutor will mark and give you valuable feedback on. We call these Tutor Marked Assignments (TMAs). You need only send the TMAs to your tutor for comment, not the self-assessment exercises which are also part of the course to help you gauge your progress.

Course Length Information

This course can be taken over a 12 month period but you can complete it as fast or as slowly as you wish.

Tutor Support

You will have access to a tutor via email who will mark your work and guide you through the course and will assist you with any problems you may have. In addition you will be supplied with a comprehensive Study Guide which will help you through the study and assessment process.