Qualification Details

ATA Senior Customer Service Advisor

Qual Ref: IMIA-CS-3

How do you become accredited?

• To become an ATA Senior Customer Service Advisor, you must pass a number of practical assessments and an on-line knowledge test at an IMI Awards assessment centre approved to offer this ATA route/level   
• ATA Senior Customer Service Advisor assessments will usually last a full day
• Before you can take an assessment you should be able to prove your experience of working as a Customer Service Advisor for a minimum of 3 years or hold a relevant nationally recognised qualification at the same level with one years industry experience in an appropriate role
• On the assessment day you must sign the ATA Code of Conduct.  You will also have your photograph taken in readiness for the ID card issued to successful candidates
• You must successfully complete all the assessments within a 12 month period from the first assessment date
• You can bank passed practical assessments for up to 12 months
• If you are referred on any practical assessment you may re-take these again within the 12 months period
• Once you have achieved your accreditation, your details will be entered on the ATA register of accredited technicians.
• To ensure that you have kept up-to-date with new technologies, you will have to be re-assessed every 5 years to maintain your accreditation.

Click here to view the full guidelines for this ATA route (Issue 8 - Updated Dec 2010)

Assessment Details

• Practical assessments covering:
  - Business exercise to assess your general 'business understanding'
  - Communications role play - colleague based (approx 20 minutes)
  - Communications role play - customer based
  - In tray excercise to measure your ability to evaluate problem solving
  - Presentation excercise - prepare a 5 minute presentation on topic provided during briefing
  - Professional discussion - assessor will ask series of verbal questions relevant to the role
• One on-line knowledge test comprising 30 questions which must be completed in 45 minutes.  Topics which may be included are:
  - Business orientation,
  - Customer orientation,
  - Health and Safety
  - Service
  - Technical

Costs

• Registration (including ID cards for successful technicians): £50 
• The cost of the assessment day may vary from centre to centre.  You should contact your nearest IMI Awards centre for details.

Other levels of Customer Service Advisor ATA

• Customer Service Advisor