Professional Development

IMI - BVRLA Driver Support Customer Service Advisors & Technical Support Accreditation & Senior Customer Service Advisor Accreditation

Course Description

This accreditation was created to give professional recognition to staff in our sector working in customer service and technical support roles. By successfully completing a series of assessments based on National Occupational Standards (NOS), candidates are entered on the IMI Professional Register which is promoted as a place to find trustworthy professionals who have proven their skills and competence. The accreditation lasts for three years.

dates location price*  

Dates are agreed

with members to

suit their needs

Assessments are

conducted on

member premises

Level 2 £350

Level 3 £450



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Duration: Level 2 Assessment (2 1/2 to 3 hours per candidate); Level 3 Assessment (4 to 5 hours per candidate)
Format: Series of written and discussion based assessments
Delegates: Minimum 2 per booking

Accreditation Description

Assessment for accreditation is conducted at the BVRLA member organisation's premises, with a qualified experienced assessor.  Candidates are rigorously tested through a series of industry specific assessments aimed at stretching candidates' abilities and knowledge to the highest standard. The accreditation is a benchmark of industry excellence in professional, technical and skill competencies. All assessments have been designed to relevant to candidates' day jobs, testing their understanding and skill in handling customer needs, advising on vehicle servicing, accident management, safety standards, warranties, breakdown, customer complaint handling and vehicle-related and operational matters. 

  • Level 2 candidates undergo four exercises, with two written and two discussion based assessments;
  • Level 3 candidates are assessed in six exercises, with three written and three discussion based assessments.

For full details of the what a candidate can expect from their assessment experience, please download the candidates' guides: Level 2 and Level 3.

In addition to measuring professional competence, all candidates commit to a code of professional conduct which gives the programme its ethical credibility.  


Following accreditation, candidates are noticeably more motivated and engaged, demonstrate improved teamwork and evidence enhanced customer service ratings.  In supporting their staff in attaining this accreditation, BVRLA members enjoy better staff retention, higher customer service standards and improved work output.  Staff receive written feedback which serves to appraise performance and identify opportunities for career progression. 


"I used the accreditation as part of my Personal Development Plan. I enjoyed all elements of the day, and I would definitely recommend to other colleagues."
"This has given me the opportunity to review the way I work and keep in touch with core values."
"Colleague development is a key focus for Lex (Autolease) and the BVRLA IMI Assessment days provide an excellent opportunity for us to test the high calibre of our employees..."

Booking Conditions

For more information on cancellations, postponing and substitutions, please contact

Who Should Attend?

People working in Customer Service roles or as Technical Service Advisors in Vehicle Management Call Centres. Customer Service Advisors, Helpdesk, Maintenance Co-Ordinators, Technical Service Executives.

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