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IMI Level 3 Certificate in Customer Service for the Automotive Industry (VRQ)

This vocationally related qualification/technical certificate (knowledge qualification) expired as part of the Instructus Skills (previously known as Skill CFA Skills SSC) Customer Service Apprenticeship Framework on 31st August 2014; however it may continue to be used as a standalone qualification by approved centres if required.


Within the Instructus Skills Customer Service Apprenticeship Framework this qualification has been replaced by a new single ‘combined’ knowledge and competency IMI qualification IMI Level 3 Diploma in Customer Service  (QCF) I.D. No 601/3457/4 on 1st September 2014.   This means that the new qualification incorporates both knowledge and the competence within the same qualification, and can be used with the Customer Service Apprenticeship Framework and as a standalone qualification.  (The ‘combined’ qualification will therefore replaces the current NVQ and VRQ/technical certificate within the respective apprenticeship frameworks at Levels 2 and 3 in England, Wales and Northern Ireland.)


Who is it suitable for?

This VRQ offers individuals working in the retail automotive industry the opportunity to develop, improve and gain recognition in customer service.

The qualification suits sales, after-sales, service & parts advisors, and body-shop receptionists. However the qualifications are also for individuals who recognise that customer service skills and knowledge complement their technical skills, for example, a tyre fitter, parts operative or technician.


This qualification has been designed to reflect the five customer service themes (Foundations, Impression & Image, Delivery, Handling Problems and Development & Improvement) and meets the technical certificate requirement for the Customer Service Advanced Apprenticeship.


For some individuals this could provide a useful recognition of their professional competence, to aid their step from one job role to another, e.g. moving from the shop-floor to after-sales – or in to supervisory / management roles. For others, it can prepare them for progression to higher education.


The assessment is made up of three components which are set by IMI:

  • practical assessments
  • online testing
  • short answer question papers

Want to know more?

Please contact an IMI approved centre.


View this qualification on the Register of Regulated Qualifications