Your Introduction to the BVRLA and Daily Rental Instructor-Led Course

This course provides a solid foundation of the skills and knowledge required to work as a Customer Service Specialist in the modern daily vehicle rental industry. In 2022 you will have the choice of either attending online with our instructor, face to face, or if your company would like an on-demand course dedicated to your staff then please contact us direct.

Who should attend?

This course is designed for front of house rental operators, customer service agents, daily rental receptionist staff and in-plant daily rental administrators.

Course content

  • UK Car & Van Rental market
  • The role of the BVRLA
  • General marketing
  • Customer service and communication skills
  • Customer qualification
  • Legislation for rental companies
  • Insurance practices
  • Tariff interpretation
  • Overseas rentals
  • Light commercial vehicles (LCVs)
  • Vehicle Handover and Return
  • RVSS and Counter Terrorism

Learning outcomes

At the end of this course attendees will:

  • Understand 'Best practice' in the industry
  • Achieve a solid knowledge of administration, rental transactions, insurance and customer qualification
  • Learn and consolidate customer service skills, including customer complaints

It also serves as excellent preparation for the BVRLA Vehicle Rental Operator Skills Assessment

This course has been allocated 8 CPD points.


The BVRLA Learning and Development team has been strengthened by new trainer Ilaria Pareto who has spent more than a decade in the rental industry with Hertz UK & Europe and brings in-depth knowledge of rental operations and training.

Ilaria has worked on several learning & development rental programmes where she has supported leaders and their teams in navigating change, developing a growth mindset and achieving personal & organisational performance through inspiring, innovative learning solutions aligned to their organization’s values, purpose and needs. 


9.30 - 4.30pm

We will require delegates to complete a pre-course workbook ideally prior to attending the instructor-led online course (however this can be accessed after the course).

The workbook content will include the factual elements of the course, e.g. legislation, overseas rentals, renting LCVs to confirm their understanding. The workbook will be focussed on standard procedures and, standard rental agreement. Delegates will be asked to read the rental contract/agreement terms and conditions, for example, and to answer a series of straightforward questions.

Dates and locations

Please use the drop down menu on the right hand side of this page to see the dates and locations that are currently available.

If you do not find anything suitable then please contact us on 01494 545719 as we may be able to deliver this course for you in-house.

BVRLA in Amersham



£295 + VAT (Member price)

£395 + VAT (Non-Member price)

Have you thought about On-Demand?

This course, alongside our whole course portfolio, can be delivered on-demand exclusively for your buisness. Visit our on-demand webpage to find out more.


The BVRLA training was extremely useful for a lot of members of the Easirent team. The feedback received from our staff was that the training was very well structured and helped create a new thirst for improved customer service. Since the training, our customer focus has increased and our processes improved, thus resulting in improved figures with our partners and on Google! A lot of ideas have been well installed into our branches daily routines and now some parts have been implemented into our own training sessions. Thanks again to the BVRLA!

- Paolo Ronco, Integration & Transformation Programme Manager, Easirent


Cancellation Policy 
Requests for cancellation of a training course booking must be received in writing via email to [email protected] for the attention of the Learning and Development Professional. Requests for cancellation received more than 30 days prior to the course start date incur an administrative charge for the processing of the refund at the rate of 25% of the course fee. Requests for cancellation received more 15-30 days prior to the course start date incur an administrative charge for the processing of the refund at the rate of 50% of the course fee. There is no refund on cancellations made 14 days or less prior to the course start date as there is an impact on other delegates who have booked to attend and could result in the course being cancelled overall.

Postponement of attendance from one course to a later course can be requested in writing as per the cancellations policy above to training Requests to postpone more than 30 days prior to the course start date will incur an administration charge of £35 + VAT. Requests to postpone more 15-30 days prior to the course will incur an administration charge of £70 + VAT. Requests to postpone 14 days or less prior to the course will be treated as a cancellation, with no refund payable.

You can request the substitution of a delegate for another in writing as per the cancellations policy above to [email protected] There is no charge for this. Requests for substitution must be made no later than one business day prior to the scheduled course start date.