Apprentice Customer Service Agent


Institute of the Motor Industry
East of England
Michael Hand
35 Hours a week
15 Months
Level 2 - Customer Service Practitioner
1 October 2022
30 September 2022

At the IMI, we believe passionately that the automotive industry is a driver of innovation, employment and economic growth. We believe the people working in the industry need the most relevant, up-to-date skills and qualifications in order to progress – especially during times of intense change.

IMI’s purpose is to provide, and continuously evolve, the means by which people working in the automotive sector can attain relevant professional competence and appropriate recognition.

Our Founding

The Institute of the Motor Industry (IMI) was founded in 1920 when society – as now – was experiencing rapid technology-driven change. The IMI was created to establish new skills and knowledge benchmarks for the emerging automotive industry

A great chance to start your career in Customer Service has become available at The institute of the Motor Industry in Brickendon.

They are looking for a keen candidate to provide support to the end-point assessment team with tasks and activities and ensure successful running of end-point assessments.

Duties to include 

End-point assessment Scheduling and Delivery Administration                                 

  • Work with the End-point Assessment Co-ordinators to process centre approvals and ensure all centres have signed end-point assessment contracts for the Apprenticeship standards for which they are engaged with the IMI.
  • Carry out the end-to-end administration process for end-point assessment bookings including pre requisite checks for scheduled assessments in line with assessment plan requirements, issuing results in timely manner and ensuring certificates are claimed as appropriate.
  • Support the End-point Assessment Co-ordinators, End-point Assessment Manager and Lead End-point Assessors with potential End-point Assessor applications ensuring initial holding responses are sent and applications are filed.
  • Send contracts and addendums to End-point assessors upon successful applications and interviews.
  • Support the End-point Assessment Co-ordinators, by working with approved centres and End-point Assessors, to ensure all events are delivered in line with the contracts.
  • Support IMI approved centres with end-point assessment registration and booking system queries for all related products.
  • Provide administrative support including raising purchase orders and invoices, arranging meetings, monitoring and maintaining end-point assessment enquires via mailboxes and telephone calls.
  • Assist in producing reports for end-point assessment activities externally and internally.
  • Assist with the scheduling and arrangements of End-point assessor workshops.


Supporting End-point Assessment Services Systems                                                                       

  • Work with Assessment Services Manager, End-point Assessment Co-ordinators and IT Team to ensure booking system is maintained, suggest system changes or updates to help streamline services.
  • Support enquiries relating to Assessment Services’ systems, including logging and categorising issues.
  • Provide advice and guidance on Assessment Services’ systems (e.g. end-point assessment booking system, IMI Centres Hub, eLogBook, etc.) to internal and external customers.

Supporting the Department                                                                                                                       

  • Assist in the review and development of EPA Assessment Services’ processes
  • Assist with compliance and product development queries where related to EPA to provide information to assist responses and findings.

As an Apprentice you will be included on a Level 2 Customer Service qualification. Your Qualification will be delivered by a Training Provider who will support your learning and development throughout your Apprenticeship. This will involve a Vocational Learning Advisor coming to visit you on a regular basis to deliver the training and guide you through your Apprenticeship.

As an apprentice you can also apply for an NUS card!

Please see link below with further information

NUS Apprentice extra

To become an apprentice, you must:

  • be 16 or over
  • not already be in full-time education


You can start an apprenticeship whether you’re starting your career, want a change or you're upskilling in your current job. You can have a previous qualification like a degree and still start an apprenticeship.

As an apprentice you’ll:

  • have regular one to one sessions with a dedicated trainer either remotely or through visits to your workplace
  • learn and train for a specific job
  • get paid and receive holiday leave 
  • get hands-on experience in a real job
  • study for at least 20% of your working hours
  • complete assessments during and at the end of your apprenticeship
  • be on a career path with lots of future potential


What is an apprenticeship?

An apprenticeship is a real job where you learn, gain experience and get paid. You’re an employee with a contract of employment and holiday leave. By the end of an apprenticeship, you'll have the right skills and knowledge needed for your chosen career.
There is a full time opportunity for the right candidate on completion of the apprenticeship for the right candidate.
• I.T. / systems literacy e.g. Microsoft
• Excellent communication
• Data entry
• Customer service experience
• Outlook email management
None Specific
• Ability to follow set processes and procedures
• Self-motivated approach with the ability to work independently and as part of a team
• Accuracy and attention to detail in all work areas
Wage will be £15000 - £18000 per year dependant on experience to be discussed at interview. The hourly and weekly wage shown reflects £15000 per year.
This vacancy may close early if the right candidate is found and you may be asked to be interviewed before the date shown so please apply asap to avoid disappointment .

Level 2 Customer service practitioner Apprenticeship Standard

Apprenticeship standards are aimed at developing skills within the Apprentice’s chosen career route, each standard has set knowledge, skills and behaviours required to be successful within the job role. This will include the completion of functional skills in Maths and English. Once the apprentice has completed a minimum of 12 months training and the employer and Babcock regional trainer confirm they have met all the requirements of the standard they will be put through to end point assessment. The end point assessment is independent from the training and includes a variety of assessment methods which test the skills and knowledge of the apprentice to ensure they are fully competent in their role. Each Apprentice will be supported throughout the apprenticeship by a structured programme of teaching, e-learning, face to face training and workplace mentoring; this will encourage and help them to meet the requirements of the new standards and will prepare them for the end of point assessment.
For further information on this vacancy and to apply please click ‘apply’. At this point you will enter the Babcock Training website where you can review the Job Vacancy in more detail and apply. Please complete the application form. You will then be contacted by a recruiter and your details will be sent to the Employer. Any enquiries please contact Mike On 01704502240