IMI Accreditation for Technical Customer Service Staff

An industry benchmark of professional and technical excellence

This Level 2 Customer Service Advisor Accreditation and Level 3 Senior Technical Customer Service Advisor Accreditation programme is designed specifically for staff working directly with customers in a driver support or customer service position and those working as technical service advisors.  

By successfully completing a series of assessments based on a set of key skills (or National Occupational Standards) set by the IMI (The Institute of the Motor Industry), candidates are entered on the IMI Professional Register. This register is promoted as a place to find professionally recognised and trustworthy professionals who have proven their skills and competence. Furthermore, all accredited individuals are acknowledged for their committment to a professional Code of Conduct. This not only benefits the individual but also their employer and the customer. Accreditation lasts for three years.

 

Who will benefit?

This accreditation will benefit anyone working in Customer Service roles or as Technical Service Advisors in Vehicle Management Call Centres. Also, Customer Service Advisors, Helpdesks, Maintenance Co-Ordinators & Technical Service Executives.

Level 2 Customer Service Advisor Accreditation: Candidates must have a minimum level of 3 months industry experience in an relevant role.

Level 3 Senior Technical Customer Service Advisor: Candidates must have a minimum level of 3 years industry experience in an relevant role or hold a relevant NQF (National Qualifications Framework) qualification.
 

Content

The following key skills set form the basis for the assessments:

•    Interpersonal skills
•    Personal commitment
•    Leadership and control
•    Business Orientation
•    Manages performance
•    Customer relations
•    Methodology – process
•    Vehicle technical knowledge

Evidence is gathered from discussions and written-based assessments.

Assesment

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 be 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. 

Download the Level 2 candidate guide here.


Level 3 candidates are assessed in six exercises, with three written and three discussion based assessments.

Download the Level 3 candidate guide here.

Benefits

For the individual:

Following accreditation, candidates are noticeably more motivated and engaged, demonstrate improved teamwork and evidence enhanced customer service ratings.  

For the employer:

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. 

Duration

Level 2 Assessment: 2.5 to 3 hours per candidate

Level 3 Assessment: 4 to 5 hours per candidate

Dates and locations

Assessments are conducted on member premises and at the convenience of our member organisations.

Cost

Level 2 Assessment: £350 + VAT
Level 3 Assessment: £450 + VAT
(Minimum 2 per booking)

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...

- Lex Autolease

 


Cancellation Policy 
Requests for cancellation of a training course booking must be received in writing via email to training@bvrla.co.uk 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.

Postponements
Postponement of attendance from one course to a later course can be requested in writing as per the cancellations policy above to training @bvrla.co.uk. 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.

Substitutions
You can request the substitution of a delegate for another in writing as per the cancellations policy above to training@bvrla.co.uk. 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.