IMILO1
Provide technical information, advice and support to
leased vehicle customers
Overview
This standard is about dealing with customer enquiries and complaints
about the operational, legal and technical aspects of leased vehicles.
The standard covers the following types of enquiries:
• vehicle operations and maintenance
• legal requirements
• manufacturers’ fleet service packages
• manufacturers’ warranties
• emergency breakdown and accident recovery
and the following types of customers:
• individuals
• corporate
The standard is aimed at leasing company technical customer service
advisers/maintenance controllers.
Provide technical information, advice and support to leased vehicle customers
Consultation Draft February 2012
1
IMIL01
Provide technical information, advice and support to leased vehicle
customers
Performance
criteria
P1. Establish effective working relationships with customers.
You must be able to:
P2. Use questioning techniques to identify customers’ needs.
P3. Where enquiries fall outside own area of responsibility/competence,
refer customers on to a relevant colleague.
P4. Use internal and external sources to locate information relevant to
customers’ enquiries.
P5. Communicate required information to customers using language
and style appropriate to their needs.
P6. Check customers’ understanding of the information you have given
them, including the extent and limitations of cover.
P7. Use different approaches to find ‘win-win’ solutions to customer
enquiries.
P8. Make sure you have dealt with all relevant customer needs.
P9. Follow company procedures in the event of customer complaints.
P10. Update necessary records.
P11. Bring discussions with customers to a positive conclusion.
Provide technical information, advice and support to leased vehicle customers
Consultation Draft January 2012
2
IMIL01
Provide technical information, advice and support to leased vehicle
customers
Knowledge and
understanding
You need to know and
understand:
K1. Why it is important to establish effective working relationships with
customers.
K2. Company guidelines and requirements for handling customer
enquiries.
K3. Why it is important to accurately identify your customers’ needs.
K4. The types of questioning techniques you can use to accurately
identify your customers’ needs.
K5. The types of enquiries that need to be referred to other colleagues
and which colleagues should deal with which enquiries.
K6. The types of information sources you should use to locate
information about:
• vehicle and ancillary equipment operations and maintenance
• legal requirements
• manufacturers’ fleet service packages
• manufacturers’ warranties
• emergency breakdown and accident recovery.
K7. Why it is important to communicate information to the customer
using terms they will understand and how to avoid technical jargon.
K8. Why it is important to check customers’ understanding and
techniques you can use to do this.
K9. How to find ‘win-win’ situations.
K10. The record keeping procedures that need to be followed for
different types of enquiries and why these are important.
K11. Techniques you can use to bring customer discussions to a
successful conclusion.
K12. The differences between emergency breakdown and recovery
systems: manufacturers’ schemes, breakdown repair/recovery
companies including pay as you go.
Provide technical information, advice and support to leased vehicle customers
Consultation Draft January 2012
3
IMIL01
Provide technical information, advice and support to leased vehicle
customers
K13. Customer specific operational requirements in respect of contracts.
K14. The typical replacement frequencies for components in a major
service including routine and periodic/seasonal items.
K15. The core vehicle leasing products in terms of vehicle ownership
and any optional services that may be provided.
K16. Own company’s leasing products and any included or optional
services.
K17. The differentiators from competitors of services offered by own
company.
K18. The differences between fleet management, contract hire and
personal contract purchase agreements.
K19. The legal differences between daily rental and leasing.
K20. The main characteristics of the UK vehicle leasing industry.
K21. Where own company is positioned and the implications for
customer service and cost control.
K22. Key operational areas of own organisation, the relationships
between them and their main responsibilities.
K23. Company procedures for handling customer complaints, including
procedures to escalate complaints.
Provide technical information, advice and support to leased vehicle customers
Consultation Draft January 2012
4
IMIL01
Provide technical information, advice and support to leased vehicle
customers
Developed by
Institute of the Motor Industry (IMI)
Version number
DRAFT 2
Date approved
Indicative review
date
Validity
DRAFT
Status
Original
Originating
organisation
Institute of the Motor Industry (IMI)
Original URN
[ORIGINURN]
Relevant
occupations
Vehicle Leasing Company Technical Customer Service Advisers, Maintenance
Controllers
Suite
Vehicle Leasing
Key words
Vehicle Leasing, Service Package, Vehicle Warranty, Breakdown, Accident
Provide technical information, advice and support to leased vehicle customers
Consultation Draft January 2012
5
IMIL02
Ensure leased vehicles meet legal and
manufacturer requirements
Overview
This standard is about making sure leased vehicles continue to meet
manufacturer and legal requirements:
•
vehicle recalls
•
vehicle testing
•
statutory off-road notifications
•
ancillary equipment testing
•
fees.
The standard is aimed at leasing company technical customer service
advisers and maintenance controllers.
IMIL02
Ensure leased vehicles meet legal and manufacturers’ requirements
Consultation Draft February 2012
6
IMIL02
Ensure leased vehicles meet legal and manufacturer requirements
Performance
criteria
You must be able to:
P1. Create and maintain records according to organisational
requirements, covering:
•
vehicle recalls
•
vehicle testing
•
statutory off-road notifications
•
ancillary equipment testing
•
fees.
P2. Identify vehicle testing and inspection frequencies.
P3. Follow your company’s procedures for the management of vehicle
and ancillary equipment testing and recalls, including reminders to
customers
P4. Provide support to customers when required and within the
limitations of their contract.
P5. Make sure that all relevant requirements relating to vehicles have
been met.
IMIL02
Ensure leased vehicles meet legal and manufacturers’ requirements
Consultation Draft February 2012
7
IMIL02
Ensure leased vehicles meet legal and manufacturer requirements
Knowledge and
understanding
You need to know and
understand:
K1. Your company’s record keeping procedures relating to:
•
vehicle recalls
•
vehicle testing
•
statutory off-road notifications
•
ancillary equipment testing
•
fees.
K2. Why vehicle record keeping procedures are important.
K3. How to identify first test dates and testing frequencies for the types
of vehicles you are responsible for.
K4. What is tested and what would lead to a failure.
K5. Your company’s procedures for managing vehicle testing, recalls
and reminding customers about appointments.
K6. The types of support that may be available to customers during
testing and recall procedures.
K7. Your company’s responsibilities in terms of vehicle safety and
legality.
K8. Sources of information on vehicle testing and recalls.
K9. Legal requirements in relation to vehicle tyres and windscreens.
IMIL02
Ensure leased vehicles meet legal and manufacturers’ requirements
Consultation Draft February 2012
8
IMIL02
Ensure leased vehicles meet legal and manufacturer requirements
Developed by
Institute of the Motor Industry (IMI)
Version number
DRAFT 2
Date approved
Indicative review
date
Validity
DRAFT
Status
Original
Originating
organisation
Institute of the Motor Industry (IMI)
Original URN
Relevant
occupations
Leasing Company Technical Customer Service Advisers, Maintenance
Controllers
Suite
Vehicle Leasing
Key words
Vehicle Leasing, Legal requirements, MOT
IMIL02
Ensure leased vehicles meet legal and manufacturers’ requirements
Consultation Draft February 2012
9
IMIL03
Support leased vehicle service and maintenance
Overview
This standard is about retrieving and analysing data from internal and
external sources to enable cost control, authorisation and recording of
leased vehicle servicing and maintenance.
The standard is aimed at leasing company technical customer service
advisers/maintenance controllers.
Support leased vehicle service and maintenance
Consultation Draft February 2012
10
IMIL03
Support leased vehicle service and maintenance
Performance
criteria
You must be able to:
P1. Collect accurate information for:
•
different tyre types and tyre pressures
•
irregular wear
•
integrity and stability.
P2. Collect accurate information, relevant to service and maintenance,
from the following sources:
•
vehicle handbooks
•
vehicle service books
•
company interface tools
•
industry interface tools.
P3. Use information to establish the legitimacy and correct frequency for
service and maintenance work.
P4. Make effective decisions when authorising servicing and
maintenance work, ensuring compliance with:
•
legal requirements
•
manufacturers’ requirements
•
company policy on minimising costs
•
company standards for customer service
P5. Follow the correct procedures for the declaration of Statutory Off
Road Notices.
P6. Obtain customer approval for rechargeable maintenance work.
P7. Follow the correct procedures to provide replacement vehicles for
eligible customers.
P8. Follow company procedures for record keeping in relation to vehicle
service and repair.
Support leased vehicle service and maintenance
Consultation Draft February 2012
11
IMIL03
Support leased vehicle service and maintenance
Knowledge and
understanding
You need to know and
understand:
K1. Sources of information about service and maintenance
requirements for vehicles, including technical data regarding tyres, tyre
wear and windscreen condition.
K2. How to evaluate information and data to establish the legitimacy and
correct frequency for service and maintenance work.
K3. Why cost control is critical to the business.
K4. Why customer service is critical to the business.
K5. The scope and detail of manufacturer warranties and goodwill
policies.
K6. Manufacturers’ service schedules, fleet package pricing and VM
‘inclusive’ service programmes.
K7. Techniques to maintain effective cost control, including avoiding
linked sales and ‘upselling’.
K8. The scope and limitations of your own role in relation to authorising
servicing and maintenance.
K9. Why vehicle preventative maintenance is important.
K10. Your own company’s expectations in terms of maintaining the
condition of vehicles.
K11. Vehicle systems operation and maintenance requirements to
ensure normal vehicle life expectancy.
K12. How to use company and industry interface tools to authorise
maintenance and provide customer operational support.
K13. How to use maintenance data to progress maintenance work and
provide customer support.
K14. Company record keeping procedures in relation to servicing and
maintenance.
K15. The relationship between the geographical location of vehicles and
dealer servicing and maintenance costs.
Support leased vehicle service and maintenance
Consultation Draft February 2012
12
IMIL03
Support leased vehicle service and maintenance
K16. The effects that different conditions have on vehicle maintenance
budget requirements.
K17. The principles of tyre management relating to cold weather tyres.
Support leased vehicle service and maintenance
Consultation Draft February 2012
13
IMIL03
Support leased vehicle service and maintenance
Developed by
Institute of the Motor Industry (IMI)
Version number
DRAFT 2
Date approved
Indicative review
date
Validity
DRAFT
Status
ORIGINAL
Originating
organisation
Institute of the Motor Industry (IMI)
Original URN
Relevant
occupations
Leasing Company Technical Customer Service Advisers, Maintenance
Controllers
Suite
Vehicle Leasing
Key words
Vehicle servicing and maintenance, authorisation, cost control
Support leased vehicle service and maintenance
Consultation Draft February 2012
14
IMIL04
Support leased vehicle mechanical breakdown and
accident repair
Overview
This standard is about providing contractual support to leased vehicle
customers in the event of mechanical breakdown and accident.
The standard is aimed at leasing company technical customer service
advisers and maintenance controllers.
Support leased vehicle mechanical breakdown and accident repair
Consultation Draft February 2012
15
IMIL04
Support leased vehicle mechanical breakdown and accident repair
Performance
criteria
You must be able to:
P1. Collect and analyse required information about the mechanical
breakdown/accident
P2. Identify vehicle repair processes in accordance with:
•
customers’ contracts
•
company leasing policies
•
industry guidelines for fair wear and tear.
P3. Initiate vehicle repair processes which meet required specifications.
P4. Authorise work within budgetary constraints.
P5. Refer requests that fall outside own area of responsibility or
authority to the relevant individual in your company.
P6. Identify and resolve any issues associated with misfuelling.
P7. Follow company procedures to produce:
•
reports for internal use
•
exception reports
•
reports that meet specific customer requirements.
Support leased vehicle mechanical breakdown and accident repair
Consultation Draft January 2012
16
IMIL04
Support leased vehicle mechanical breakdown and accident repair
Knowledge and
understanding
You need to know and
understand:
K1. The services and breakdown elements included or available as
options in contracts.
K2. The meaning of ‘Temporary Replacement Vehicle Entitlement’
within a contract and customers’ qualifying criteria.
K3. The services and elements contained in accident management
schemes.
K4. The legal terms and obligations for contract maintenance.
K5. Internal company processes for accident repair.
K6. Own company’s policies on vehicle condition at contract end.
K7. The impact of cost control on company profit.
K8. The key budgetary elements in vehicle repair and how these may be
controlled to affect maintenance spend.
K9. Pricing fluctuations for elements of repair spend that affect company
profitability.
K10. The types of report you may need to produce and their relevance
to management in controlling maintenance, service and repair spend.
K11. The types and uses of reports for customers to inform them about
vehicle repair.
K12. Exception reporting processes for individual vehicles.
K13. Reporting procedures.
K14. How to identify specific customer requirements for reports.
Support leased vehicle mechanical breakdown and accident repair
Consultation Draft January 2012
17
IMIL04
Support leased vehicle mechanical breakdown and accident repair
Developed by
Institute of the Motor Industry (IMI)
Version number
DRAFT 2
Date approved
Indicative review
date
Validity
DRAFT
Status
ORIGINAL
Originating
organisation
Institute of the Motor Industry (IMI)
Original URN
Relevant
occupations
Leasing Company Technical Customer Service Advisers, Maintenance
Controllers
Suite
Vehicle Leasing
Key words
Vehicle repair, authorisation, cost control
Support leased vehicle mechanical breakdown and accident repair
Consultation Draft January 2012
18
IMIL05
Agree to manage and be accountable for own
performance in a business environment
Overview
This standard is about taking responsibility for your own work, behaving
in a way that supports effective working with other people and improving
your own performance in the job.
The standard is aimed at leasing company technical customer service
advisers/maintenance controllers.
Agree to manage and be accountable for own performance in a business environment
Consultation Draft February 2012
19
IMIL05
Agree to manage and be accountable for own performance in a
business environment
Performance
criteria
You must be able to:
Plan and be accountable for own work
P1. Agree realistic targets and achievable timescales for own work.
P2. Plan how to make best use of time and the other resources needed.
P3. Confirm working methods with work colleagues.
P4. Follow the correct procedures to deal with problems when they
arise, using the support of other people when necessary.
P5. Keep other people informed of progress.
P6. Meet deadlines or renegotiate timescales and plans in good time.
P7. Take responsibility for own work and accept responsibility for any
mistakes made.
P8. Follow agreed guidelines, procedures and, where appropriate,
codes of practice.
P9. Set high standards for own work and show commitment to achieving
these standards.
Improve own performance
P10. Encourage and accept feedback from other people.
P11. Use feedback to agree ways to improve own work and put
improvements into practice.
P12. Agree where further learning and development could improve own
performance.
P13. Follow through a learning plan that meets own needs.
P14. Review own progress and update own learning plan.
Behave in a way that supports effective working
P15. Show a willingness to take on new challenges.
P16. Adapt readily to change.
P17. Treat other people with honesty, respect and consideration.
Agree to manage and be accountable for own performance in a business environment
Consultation Draft February 2012
20
IMIL05
Agree to manage and be accountable for own performance in a
business environment
Knowledge and
understanding
You need to know and
understand:
Plan and be accountable for own work
K1. The purpose of planning own work and being accountable to others.
K2. How to agree realistic targets for own work and why this is
important.
K3. How to plan own work to meet agreed deadlines.
K4. The types of problems that may occur during work and how to seek
help if needed.
K5. The purpose of keeping other people informed about progress.
K6. The purpose and benefits of giving other people sufficient notice if
revisions to plans are needed.
K7. The benefits of acknowledging and learning from mistakes.
K8. Guidelines, procedures and codes of practice that are relevant to
own area of work.
K9. The benefits of setting high standards for own work and how to set
these standards.
Improve own performance
K10. The benefits of trying to continuously improve own work.
K11. The benefits of encouraging and accepting feedback from others.
K12. How learning and development can help to improve own work,
benefit the organisation and further own career.
K13. The main career progression routes available.
K14. Learning and development opportunities that are available.
Behave in a way that supports effective working
K15. The purpose and benefits of being ready to take on new
challenges and adapt to change.
K16. The value of treating others with honesty, respect and
Agree to manage and be accountable for own performance in a business environment
Consultation Draft February 2012
21
IMIL05
Agree to manage and be accountable for own performance in a
business environment
consideration.
K17. The types of behaviour that show you are honest, respectful and
considerate and the types of behaviour that show you are not.
K18. How to help and support others and why this is important.
Agree to manage and be accountable for own performance in a business environment
Consultation Draft February 2012
22
IMIL05
Agree to manage and be accountable for own performance in a
business environment
Developed by
CfA
Version number
Date approved
April 2010
Indicative review
date
Validity
Current
Status
Derived
Originating
organisation
CfA
Original URN
BAA625
Relevant
occupations
Suite
Vehicle Leasing
Key words
[KEYWORDS]
Agree to manage and be accountable for own performance in a business environment
Consultation Draft February 2012
23
IMIL06
Ensure leased commercial vehicles meet legal and
manufacturer requirements
Overview
This standard is about making sure leased commercial vehicles continue
to meet manufacturer and legal requirements:
•
vehicle recalls
•
vehicle testing
•
statutory off-road notifications
•
ancillary equipment testing
•
fees.
The standard is aimed at leasing company technical customer service
advisers and maintenance controllers.
IMIL06
Ensure leased commercial vehicles meet legal and manufacturers’ requirements
Consultation Draft February 2012
24
IMIL06
Ensure leased commercial vehicles meet legal and manufacturer
requirements
Performance
criteria
You must be able to:
P1. Create and maintain records according to organisational
requirements, covering:
•
recalls
•
commercial vehicle testing
•
statutory off-road notifications
•
ancillary equipment testing
•
fees.
P2. Identify commercial vehicle category and relevant testing and
inspection frequencies.
P3. Follow your company’s procedures for the management of
commercial vehicle and ancillary equipment testing and recalls,
including reminders to customers.
P4. Provide support to customers when required and within the
limitations of their contract.
P5. Make sure that all relevant requirements relating to different
categories of commercial vehicles have been met.
P6. Calculate fees according to service and commercial vehicle
category.
IMIL06
Ensure leased commercial vehicles meet legal and manufacturers’ requirements
Consultation Draft February 2012
25
IMIL06
Ensure leased commercial vehicles meet legal and manufacturer
requirements
Knowledge and
understanding
You need to know and
understand:
K1. Your company’s record keeping procedures relating to:
•
recalls
•
commercial vehicle testing
•
statutory off-road notifications
•
ancillary equipment testing
•
fees.
K2. Why commercial vehicle record keeping procedures are important.
K3. How to identify vehicle category, first date tests and testing
frequencies for different types of commercial vehicles.
K4. What is tested and what would lead to a failure in different types of
commercial vehicle.
K5. Your company’s procedures for managing commercial vehicle
testing, recalls and reminding customers about appointments.
K6. The types of support that may be available to customers during
testing and recall procedures.
K7. Your company’s responsibilities in terms of commercial vehicle
safety and legality.
K8. Sources of information on commercial vehicle testing and recalls.
K9. Legal requirements in relation to vehicle tyres and windscreens.
K10. The purpose of the Vehicle and Operator Service Agency (VOSA)
and the Road Vehicles (Construction and Use) Regulations.
K11. How to check for the current information on periodic inspection,
MOT and VOSA test standards for any type of vehicle.
K12. Test categories, test pricing and which category of test applies to
different types of commercial vehicle.
IMIL06
Ensure leased commercial vehicles meet legal and manufacturers’ requirements
Consultation Draft February 2012
26
IMIL06
Ensure leased commercial vehicles meet legal and manufacturer
requirements
Developed by
Institute of the Motor Industry (IMI)
Version number
DRAFT 2
Date approved
Indicative review
date
Validity
DRAFT
Status
Original
Originating
organisation
Institute of the Motor Industry (IMI)
Original URN
Relevant
occupations
Leasing Company Technical Customer Service Advisers, Maintenance
Controllers
Suite
Vehicle Leasing
Key words
Vehicle Leasing, Legal requirements, Commercial Vehicles
IMIL06
Ensure leased commercial vehicles meet legal and manufacturers’ requirements
Consultation Draft February 2012
27
IMIL07
Use IT systems to support vehicle leasing operations
Overview
This standard covers using IT tools and systems to access information
and data, maintain records and communicate with customers and
suppliers in order to service, maintain and repair a fleet of vehicles.
The standard is aimed at leasing company technical customer service
advisers/maintenance controllers.
28
IMIL07
Use IT systems to support vehicle leasing
operations
Performance
criteria
You must be able to:
P1. Follow organisational procedures to access and update data
systems.
P2. Input data accurately and correctly.
P3. Locate and retrieve information and data from internal and external
sources.
P4. Use IT pricing tools to calculate and control costs.
P5. Follow procedures for the security and confidentiality of data.
P6. Communicate with customers and suppliers using:
•
email
•
text messaging.
P7. Present qualitative and quantitative information using software
packages to company standards.
Use IT systems to support vehicle leasing operations
Consultation Draft February 2012
29
IMIL07
Use IT systems to support vehicle leasing
operations
Knowledge and
understanding
You need to know and
understand:
K1. How to use electronic communication to authorise maintenance
transactions.
K2. The different electronic methods of communicating with suppliers
and customers.
K3. How to choose the most appropriate method of electronic
communication with suppliers and customers.
K4. The advantages of using a dealer interface programme and the
impact for own organisation.
K5. The reasons for using IT systems to communicate data.
K6. How to use software to present qualitative and quantitative data and
information to company standards.
K9. Electronic methods of obtaining up to date pricing data from vehicle
manufacturers and associated services providers.
K10. How to use pricing tools to verify maintenance expenditure
Use IT systems to support vehicle leasing operations
Consultation Draft February 2012
30
IMIL07
Use IT systems to support vehicle leasing
operations
Developed by
Institute of the Motor Industry (IMI)
Version number
DRAFT 2
Date approved
Indicative review
date
Validity
DRAFT
Status
Original
Originating
organisation
Institute of the Motor Industry (IMI)
Original URN
Relevant
occupations
Leasing Company Technical Customer Service Advisers, Maintenance
Controllers
Suite
Vehicle Leasing
Key words
Vehicle Leasing, IT systems
Use IT systems to support vehicle leasing operations
Consultation Draft February 2012
31
IMIL08
Maintain health & safety in the rental and leasing motor vehicle sector
Overview
This NOS relates to Health and Safety related to vehicles which are covered
by rental or leasing agreements.
32
IMIL08
Maintain health & safety in the rental and leasing
motor vehicle sector
Performance
criteria
P1 Name correctly and locate the persons responsible for health and
safety in the workplace.
You must be able to:
P2 Identify correctly all workplace polices relevant to your working
practices.
P3 Identify working practices in your job role which could harm yourself
or other persons.
P4 Identify those aspects of the workplace which could harm yourself or
other persons.
P5 Evaluate which of the potentially harmful working practices and the
potentially harmful aspects of the workplace pose the highest risk to
yourself or to others.
P6 Report those hazards which present a high risk to the persons
responsible for health and safety in the workplace.
P7 Identify and deal with low risk hazards in accordance with workplace
policies and legal requirements.
P8 Carry out your working practices in accordance with legal
requirements.
P9 Identify the correct personal and vehicle protective equipment
required to correctly carry out your workplace practices.
P10 Carry out your workplace practices using the correct personal
protective equipment.
P11 Follow the most recent workplace policies for your job role.
P12 Rectify health and safety risks that are within your capability and
scope of your job responsibilities.
P13 Pass on any suggestions for reducing risks to health and safety
within your job role to the responsible persons.
Maintain health & safety in the rental and leasing motor vehicle sector
Consultation Draft February 2012
33
IMIL08
Maintain health & safety in the rental and leasing
motor vehicle sector
P14 Ensure your personal conduct in the workplace does not endanger
the health and safety of yourself or other persons.
P15 Follow the workplace policies and suppliers' or manufacturers'
instructions for the safe use of equipment, materials and products.
P16 Report any differences between workplace policies and suppliers'
or manufacturers' instructions as appropriate.
P17 Ensure your personal presentation at work ensures the health and
safety of yourself and others:
P17.1 meets any legal duties, and
P17.2 is in accordance with workplace policies.
Maintain health & safety in the rental and leasing motor vehicle sector
Consultation Draft February 2012
34
IMIL08
Maintain health & safety in the rental and leasing
motor vehicle sector
Knowledge and
understanding
You need to know and
understand:
K1 Your legal duties for health and safety in the workplace as required
by the Health and Safety at Work Act 1974, and any other policies or
procedures that govern your working practices.
K2 Your duties for health and safety as defined by any specific
legislation covering your job role.
K3 Agreed workplace policies relating to controlling risks to health and
safety.
K4 responsibilities for health and safety in your job description.
K5 The responsible persons to whom you report health and safety
matters.
K6 What hazards may exist in your workplace, (eg Slips, trips and falls).
K7 Health and safety risks which may be present in your own job role
and the precautions you must take.
K8 The importance of remaining alert to the presence of hazards in the
whole workplace.
K9 How to deal with and report risks.
K10 The importance of dealing with or promptly reporting risks.
K11 The requirements and guidance on the precautions.
K12 The specific workplace policies covering your job role.
K13 Suppliers' and manufacturers' instructions for the safe use of
equipment, materials and products.
K14 Safe working practices for your own job role.
K15 The importance of personal presentation in maintaining health and
safety in the workplace.
K16 The importance of personal conduct in maintaining the health and
Maintain health & safety in the rental and leasing motor vehicle sector
Consultation Draft February 2012
35
IMIL08
Maintain health & safety in the rental and leasing
motor vehicle sector
safety of yourself and others.
K17 The importance of personal protective equipment, when and where
it should be used and the importance of maintaining it correctly.
K18 Your scope and responsibility for rectifying risks.
K19 Workplace procedures for handling risks which you are unable to
deal with.
Maintain health & safety in the rental and leasing motor vehicle sector
Consultation Draft February 2012
36
IMIL08
Maintain health & safety in the rental and leasing
motor vehicle sector
Developed by
Institute of the Motor Industry (IMI)
Version number
Version 1
Date approved
July 2010
Indicative review
date
July 2012
Validity
Current
Status
Original
Originating
organisation
Institute of the Motor Industry (IMI)
Original URN
RL8
Relevant
occupations
Leasing Company Technical Customer Service Advisers, Maintenance
Controllers
Suite
Rental and Leasing Maintenance Controllers
Key words
Maintain Health Safety Rental Leasing Motor Vehicle Sector
Maintain health & safety in the rental and leasing motor vehicle sector
Consultation Draft February 2012
37
IMIL08
Maintain health & safety in the rental and leasing motor vehicle sector
38