Fleet Assist has implemented a company-wide training programme, culminating in IMI accreditation.

It follows a comprehensive review of its staff and their training requirements across all departments including: service booking, technical authorisation, fleet administration, finance and sales and account administration.

Training providers are now being appointed to enhance employees’ skills across a range of areas identified in the review and the first courses have taken place.

Two members of its service booking team, Carly Malyon and Richard Hills, have become the first in the business to achieve Institute of the Motor Industry (IMI) Customer Service Accreditation through the British Vehicle Rental and Leasing Association (BVRLA).

The remaining members of the service booking team will also be put through the IMI Accreditation scheme in the coming months.

Nora Leggett, the BVRLA’s head of member services, said: “In gaining their IMI Accreditation through the BVRLA, Carly and Richard have been recognised for their professionalism by demonstrating skills relevant in their day-to-day roles.

“They understand the needs of the fleet driver as well as the importance of looking after vehicles as assets, ensuring fleets are maintained in a legal and roadworthy condition and managing service and repair costs. These are vital elements to effectively managing fleets. 

“We’re pleased to offer this accreditation as it drives up standards across the automotive sector and increases public confidence in the industry.”

IMI Accreditation, which lasts for three years, was awarded to Hills and Malyon after they effectively identified and demonstrated skills relevant to their day-to-day role and had not only their knowledge tested but the ability to put that knowledge into practice, through a series of assessments. Skills such as customer service, building relationships, anticipating customers' needs, advising on vehicle servicing, accident management, warranty and other matters.

Hills and Malyon will now be registered on the IMI’s Professional Register as having been recognised for their experience, professionalism and commitment to ethical working practices, and for continually keeping their knowledge and skills up to date with the latest training from within the industry.

Jane Allan, head of communications at the IMI said: “The role of the automotive professionals in today’s business has never been more challenging, so achievement of an accreditation route which addresses professional standards in customer service is just as important as those with technical expertise.

“We believe good operators like Fleet Assist, which is investing in training and development of their staff, should be recognised and placed at the forefront of the industry. 

“Achievement of IMI Customer Service Accreditation means that high quality people have a direct method to promote their skills to potential customers via the IMI Professional Register, alongside skilled technicians.” 

Vincent St Claire, commercial director, Fleet Assist, said: “We want to provide a recognised career development path for employees across the business which supports our ongoing quality commitment.

“For our service booking team we decided IMI Accreditation was a good foundation upon which to start their training and will be working with the BVRLA to develop a bespoke training programme. We anticipate that all service booking team members will complete the training programme and achieve IMI Accreditation this year.”

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