Level
Level 5
Credits
120
Guided Learning
600
Total Qualification Time
1200
Qualification overview
A simple summary of who this qualification is for and what learners can expect.
About this qualification
The IQA Level 05 Advanced Diploma in Automotive Customer Service and Sales is an IQ Awards qualification at Level 5. It supports learners in developing knowledge, practical skills and professional behaviours in automotive engineering.
The qualification is structured for clear delivery, assessment and quality assurance through approved centres.
Who is it for?
- Learners with prior study, training or work experience who want to develop specialist knowledge.
- Professionals seeking career progression or a recognised route into higher-level study.
- Centres delivering practical, work-related learning for local or international learners.
Entry and assessment guidance
Centres should check learner suitability before registration.
Entry requirements
- Entry is at the discretion of the approved centre.
- Learners will normally hold a qualification at the previous level or have relevant work experience.
- Learners should be able to research, analyse and apply concepts within automotive engineering.
- Centres should confirm that learners have sufficient English language ability for higher-level study.
Assessment approach
Assessment may include assignments, projects, practical evidence, workplace evidence, portfolios, presentations or other centre-devised assessment methods approved under IQ Awards quality assurance.
Language requirements
Centres should ensure learners have sufficient language competency to complete learning and assessment.
Qualification units
Jump to any unit below. Each unit opens with its own learning outcomes, criteria and content where available.
Unit 1 of 6
Automotive Customer Experience Management
ACS5501
Learning outcomes
- LO1 Analyse advanced principles, technologies and professional requirements relevant to Automotive Customer Experience Management.
- LO2 Diagnose complex technical or operational problems using appropriate evidence and analytical methods.
- LO3 Design and justify an integrated technical, operational or management response.
- LO4 Evaluate implementation risk, performance, compliance and improvement requirements.
Assessment criteria
- 1.1 Analyse principal concepts, systems and professional requirements. 1.2 Compare alternative technical or management approaches and their limitations.
- 2.1 Interpret relevant technical, operational and quantitative evidence. 2.2 Diagnose root causes and distinguish symptoms from underlying problems.
- 3.1 Develop a feasible response using appropriate calculations, technical methods, controls and resources. 3.2 Justify the selected approach against realistic alternatives.
- 4.1 Evaluate safety, quality, cost, sustainability, compliance and implementation risk. 4.2 Recommend measurable improvements, controls and performance indicators.
Unit aim
This unit develops the learner's knowledge, analytical capability and professional judgement in Automotive Customer Experience Management, with emphasis on applied problem solving, safe and ethical practice, evidence-based decision making and measurable performance.
Indicative content
Core principles and terminology of Automotive Customer Experience Management; relevant engineering or management systems; professional standards and responsibilities; technical and operational analysis; data interpretation; diagnostics or problem solving; planning and implementation; health, safety and environmental considerations; quality assurance; legal and ethical responsibilities; stakeholder communication; risk management; sustainability; performance measurement; documentation and continuous improvement.
Assignment brief
- Assignment title: Automotive Customer Experience Management - Applied Professional Assignment
- Scenario: The learner acts in a realistic engineering, automotive, transport, port, asset-management or HSE role relevant to Automotive Customer Experience Management. A manager or client has requested an evidence-based response to a defined technical or organisational problem.
- Task 1 - Critical/technical analysis: explain and analyse the relevant principles, standards, systems and evidence; identify material risks, constraints and root causes.
- Task 2 - Applied output: produce a professional technical report, diagnostic plan, management framework, design, strategy, inspection, calibration, maintenance, project or improvement plan appropriate to the unit. Include assumptions, calculations, methods, controls and records where relevant.
- Task 3 - Evaluation: evaluate the proposed or completed work against safety, quality, cost, compliance, sustainability and performance requirements; justify recommendations and improvement actions.
- Evidence requirement: one coherent 3,000-3,500-word equivalent submission plus the named applied output and supporting technical evidence. Use an approved academic referencing style and map evidence clearly to all assessment criteria. Practical or diagnostic activity must be conducted through authorised supervised practice or realistic simulation where required.
- Assessment decision: Pass is awarded only when every assessment criterion is met with valid, authentic, current and sufficient evidence.
Unit 2 of 6
Technical Service Advising and Workshop Communication
ACS5502
Learning outcomes
- LO1 Analyse advanced principles, technologies and professional requirements relevant to Technical Service Advising and Workshop Communication.
- LO2 Diagnose complex technical or operational problems using appropriate evidence and analytical methods.
- LO3 Design and justify an integrated technical, operational or management response.
- LO4 Evaluate implementation risk, performance, compliance and improvement requirements.
Assessment criteria
- 1.1 Analyse principal concepts, systems and professional requirements. 1.2 Compare alternative technical or management approaches and their limitations.
- 2.1 Interpret relevant technical, operational and quantitative evidence. 2.2 Diagnose root causes and distinguish symptoms from underlying problems.
- 3.1 Develop a feasible response using appropriate calculations, technical methods, controls and resources. 3.2 Justify the selected approach against realistic alternatives.
- 4.1 Evaluate safety, quality, cost, sustainability, compliance and implementation risk. 4.2 Recommend measurable improvements, controls and performance indicators.
Unit aim
This unit develops the learner's knowledge, analytical capability and professional judgement in Technical Service Advising and Workshop Communication, with emphasis on applied problem solving, safe and ethical practice, evidence-based decision making and measurable performance.
Indicative content
Core principles and terminology of Technical Service Advising and Workshop Communication; relevant engineering or management systems; professional standards and responsibilities; technical and operational analysis; data interpretation; diagnostics or problem solving; planning and implementation; health, safety and environmental considerations; quality assurance; legal and ethical responsibilities; stakeholder communication; risk management; sustainability; performance measurement; documentation and continuous improvement. Subject-specific coverage: CAN; LIN; FlexRay; Automotive Ethernet; gateways; topology; diagnostics; oscilloscopes; network traffic; UDS concepts; connected systems.
Assignment brief
- Assignment title: Technical Service Advising and Workshop Communication - Applied Professional Assignment
- Scenario: The learner acts in a realistic engineering, automotive, transport, port, asset-management or HSE role relevant to Technical Service Advising and Workshop Communication. A manager or client has requested an evidence-based response to a defined technical or organisational problem.
- Task 1 - Critical/technical analysis: explain and analyse the relevant principles, standards, systems and evidence; identify material risks, constraints and root causes.
- Task 2 - Applied output: produce a professional technical report, diagnostic plan, management framework, design, strategy, inspection, calibration, maintenance, project or improvement plan appropriate to the unit. Include assumptions, calculations, methods, controls and records where relevant.
- Task 3 - Evaluation: evaluate the proposed or completed work against safety, quality, cost, compliance, sustainability and performance requirements; justify recommendations and improvement actions.
- Evidence requirement: one coherent 3,000-3,500-word equivalent submission plus the named applied output and supporting technical evidence. Use an approved academic referencing style and map evidence clearly to all assessment criteria. Practical or diagnostic activity must be conducted through authorised supervised practice or realistic simulation where required.
- Assessment decision: Pass is awarded only when every assessment criterion is met with valid, authentic, current and sufficient evidence.
Unit 3 of 6
Automotive Sales and Product Knowledge
ACS5503
Learning outcomes
- LO1 Analyse advanced principles, technologies and professional requirements relevant to Automotive Sales and Product Knowledge.
- LO2 Diagnose complex technical or operational problems using appropriate evidence and analytical methods.
- LO3 Design and justify an integrated technical, operational or management response.
- LO4 Evaluate implementation risk, performance, compliance and improvement requirements.
Assessment criteria
- 1.1 Analyse principal concepts, systems and professional requirements. 1.2 Compare alternative technical or management approaches and their limitations.
- 2.1 Interpret relevant technical, operational and quantitative evidence. 2.2 Diagnose root causes and distinguish symptoms from underlying problems.
- 3.1 Develop a feasible response using appropriate calculations, technical methods, controls and resources. 3.2 Justify the selected approach against realistic alternatives.
- 4.1 Evaluate safety, quality, cost, sustainability, compliance and implementation risk. 4.2 Recommend measurable improvements, controls and performance indicators.
Unit aim
This unit develops the learner's knowledge, analytical capability and professional judgement in Automotive Sales and Product Knowledge, with emphasis on applied problem solving, safe and ethical practice, evidence-based decision making and measurable performance.
Indicative content
Core principles and terminology of Automotive Sales and Product Knowledge; relevant engineering or management systems; professional standards and responsibilities; technical and operational analysis; data interpretation; diagnostics or problem solving; planning and implementation; health, safety and environmental considerations; quality assurance; legal and ethical responsibilities; stakeholder communication; risk management; sustainability; performance measurement; documentation and continuous improvement.
Assignment brief
- Assignment title: Automotive Sales and Product Knowledge - Applied Professional Assignment
- Scenario: The learner acts in a realistic engineering, automotive, transport, port, asset-management or HSE role relevant to Automotive Sales and Product Knowledge. A manager or client has requested an evidence-based response to a defined technical or organisational problem.
- Task 1 - Critical/technical analysis: explain and analyse the relevant principles, standards, systems and evidence; identify material risks, constraints and root causes.
- Task 2 - Applied output: produce a professional technical report, diagnostic plan, management framework, design, strategy, inspection, calibration, maintenance, project or improvement plan appropriate to the unit. Include assumptions, calculations, methods, controls and records where relevant.
- Task 3 - Evaluation: evaluate the proposed or completed work against safety, quality, cost, compliance, sustainability and performance requirements; justify recommendations and improvement actions.
- Evidence requirement: one coherent 3,000-3,500-word equivalent submission plus the named applied output and supporting technical evidence. Use an approved academic referencing style and map evidence clearly to all assessment criteria. Practical or diagnostic activity must be conducted through authorised supervised practice or realistic simulation where required.
- Assessment decision: Pass is awarded only when every assessment criterion is met with valid, authentic, current and sufficient evidence.
Unit 4 of 6
Warranty, Claims and Service Administration
ACS5504
Learning outcomes
- LO1 Analyse advanced principles, technologies and professional requirements relevant to Warranty, Claims and Service Administration.
- LO2 Diagnose complex technical or operational problems using appropriate evidence and analytical methods.
- LO3 Design and justify an integrated technical, operational or management response.
- LO4 Evaluate implementation risk, performance, compliance and improvement requirements.
Assessment criteria
- 1.1 Analyse principal concepts, systems and professional requirements. 1.2 Compare alternative technical or management approaches and their limitations.
- 2.1 Interpret relevant technical, operational and quantitative evidence. 2.2 Diagnose root causes and distinguish symptoms from underlying problems.
- 3.1 Develop a feasible response using appropriate calculations, technical methods, controls and resources. 3.2 Justify the selected approach against realistic alternatives.
- 4.1 Evaluate safety, quality, cost, sustainability, compliance and implementation risk. 4.2 Recommend measurable improvements, controls and performance indicators.
Unit aim
This unit develops the learner's knowledge, analytical capability and professional judgement in Warranty, Claims and Service Administration, with emphasis on applied problem solving, safe and ethical practice, evidence-based decision making and measurable performance.
Indicative content
Core principles and terminology of Warranty, Claims and Service Administration; relevant engineering or management systems; professional standards and responsibilities; technical and operational analysis; data interpretation; diagnostics or problem solving; planning and implementation; health, safety and environmental considerations; quality assurance; legal and ethical responsibilities; stakeholder communication; risk management; sustainability; performance measurement; documentation and continuous improvement.
Assignment brief
- Assignment title: Warranty, Claims and Service Administration - Applied Professional Assignment
- Scenario: The learner acts in a realistic engineering, automotive, transport, port, asset-management or HSE role relevant to Warranty, Claims and Service Administration. A manager or client has requested an evidence-based response to a defined technical or organisational problem.
- Task 1 - Critical/technical analysis: explain and analyse the relevant principles, standards, systems and evidence; identify material risks, constraints and root causes.
- Task 2 - Applied output: produce a professional technical report, diagnostic plan, management framework, design, strategy, inspection, calibration, maintenance, project or improvement plan appropriate to the unit. Include assumptions, calculations, methods, controls and records where relevant.
- Task 3 - Evaluation: evaluate the proposed or completed work against safety, quality, cost, compliance, sustainability and performance requirements; justify recommendations and improvement actions.
- Evidence requirement: one coherent 3,000-3,500-word equivalent submission plus the named applied output and supporting technical evidence. Use an approved academic referencing style and map evidence clearly to all assessment criteria. Practical or diagnostic activity must be conducted through authorised supervised practice or realistic simulation where required.
- Assessment decision: Pass is awarded only when every assessment criterion is met with valid, authentic, current and sufficient evidence.
Unit 5 of 6
Customer Relationship Management and Digital Sales
ACS5505
Learning outcomes
- LO1 Analyse advanced principles, technologies and professional requirements relevant to Customer Relationship Management and Digital Sales.
- LO2 Diagnose complex technical or operational problems using appropriate evidence and analytical methods.
- LO3 Design and justify an integrated technical, operational or management response.
- LO4 Evaluate implementation risk, performance, compliance and improvement requirements.
Assessment criteria
- 1.1 Analyse principal concepts, systems and professional requirements. 1.2 Compare alternative technical or management approaches and their limitations.
- 2.1 Interpret relevant technical, operational and quantitative evidence. 2.2 Diagnose root causes and distinguish symptoms from underlying problems.
- 3.1 Develop a feasible response using appropriate calculations, technical methods, controls and resources. 3.2 Justify the selected approach against realistic alternatives.
- 4.1 Evaluate safety, quality, cost, sustainability, compliance and implementation risk. 4.2 Recommend measurable improvements, controls and performance indicators.
Unit aim
This unit develops the learner's knowledge, analytical capability and professional judgement in Customer Relationship Management and Digital Sales, with emphasis on applied problem solving, safe and ethical practice, evidence-based decision making and measurable performance.
Indicative content
Core principles and terminology of Customer Relationship Management and Digital Sales; relevant engineering or management systems; professional standards and responsibilities; technical and operational analysis; data interpretation; diagnostics or problem solving; planning and implementation; health, safety and environmental considerations; quality assurance; legal and ethical responsibilities; stakeholder communication; risk management; sustainability; performance measurement; documentation and continuous improvement.
Assignment brief
- Assignment title: Customer Relationship Management and Digital Sales - Applied Professional Assignment
- Scenario: The learner acts in a realistic engineering, automotive, transport, port, asset-management or HSE role relevant to Customer Relationship Management and Digital Sales. A manager or client has requested an evidence-based response to a defined technical or organisational problem.
- Task 1 - Critical/technical analysis: explain and analyse the relevant principles, standards, systems and evidence; identify material risks, constraints and root causes.
- Task 2 - Applied output: produce a professional technical report, diagnostic plan, management framework, design, strategy, inspection, calibration, maintenance, project or improvement plan appropriate to the unit. Include assumptions, calculations, methods, controls and records where relevant.
- Task 3 - Evaluation: evaluate the proposed or completed work against safety, quality, cost, compliance, sustainability and performance requirements; justify recommendations and improvement actions.
- Evidence requirement: one coherent 3,000-3,500-word equivalent submission plus the named applied output and supporting technical evidence. Use an approved academic referencing style and map evidence clearly to all assessment criteria. Practical or diagnostic activity must be conducted through authorised supervised practice or realistic simulation where required.
- Assessment decision: Pass is awarded only when every assessment criterion is met with valid, authentic, current and sufficient evidence.
Unit 6 of 6
Automotive Customer Service and Sales Project
ACS5506
Learning outcomes
- LO1 Analyse advanced principles, technologies and professional requirements relevant to Automotive Customer Service and Sales Project.
- LO2 Diagnose complex technical or operational problems using appropriate evidence and analytical methods.
- LO3 Design and justify an integrated technical, operational or management response.
- LO4 Evaluate implementation risk, performance, compliance and improvement requirements.
Assessment criteria
- 1.1 Analyse principal concepts, systems and professional requirements. 1.2 Compare alternative technical or management approaches and their limitations.
- 2.1 Interpret relevant technical, operational and quantitative evidence. 2.2 Diagnose root causes and distinguish symptoms from underlying problems.
- 3.1 Develop a feasible response using appropriate calculations, technical methods, controls and resources. 3.2 Justify the selected approach against realistic alternatives.
- 4.1 Evaluate safety, quality, cost, sustainability, compliance and implementation risk. 4.2 Recommend measurable improvements, controls and performance indicators.
Unit aim
This unit develops the learner's knowledge, analytical capability and professional judgement in Automotive Customer Service and Sales Project, with emphasis on applied problem solving, safe and ethical practice, evidence-based decision making and measurable performance.
Indicative content
Core principles and terminology of Automotive Customer Service and Sales Project; relevant engineering or management systems; professional standards and responsibilities; technical and operational analysis; data interpretation; diagnostics or problem solving; planning and implementation; health, safety and environmental considerations; quality assurance; legal and ethical responsibilities; stakeholder communication; risk management; sustainability; performance measurement; documentation and continuous improvement. Subject-specific coverage: project lifecycle; scope; WBS; scheduling; critical path; cost control; risk; quality; contracts; procurement; stakeholders; governance; earned value.
Assignment brief
- Assignment title: Automotive Customer Service and Sales Project - Applied Professional Assignment
- Scenario: The learner acts in a realistic engineering, automotive, transport, port, asset-management or HSE role relevant to Automotive Customer Service and Sales Project. A manager or client has requested an evidence-based response to a defined technical or organisational problem.
- Task 1 - Critical/technical analysis: explain and analyse the relevant principles, standards, systems and evidence; identify material risks, constraints and root causes.
- Task 2 - Applied output: produce a professional technical report, diagnostic plan, management framework, design, strategy, inspection, calibration, maintenance, project or improvement plan appropriate to the unit. Include assumptions, calculations, methods, controls and records where relevant.
- Task 3 - Evaluation: evaluate the proposed or completed work against safety, quality, cost, compliance, sustainability and performance requirements; justify recommendations and improvement actions.
- Evidence requirement: one coherent 3,000-3,500-word equivalent submission plus the named applied output and supporting technical evidence. Use an approved academic referencing style and map evidence clearly to all assessment criteria. Practical or diagnostic activity must be conducted through authorised supervised practice or realistic simulation where required.
- Assessment decision: Pass is awarded only when every assessment criterion is met with valid, authentic, current and sufficient evidence.
Progression routes
Typical routes after completing this qualification.
Progression
Progression to Level 6 degree-level study, top-up routes where accepted, or professional roles.
Learning outcomes summary
- LO1 Analyse advanced principles, technologies and professional requirements relevant to Automotive Customer Experience Management.
- LO2 Diagnose complex technical or operational problems using appropriate evidence and analytical methods.
- LO3 Design and justify an integrated technical, operational or management response.
- LO4 Evaluate implementation risk, performance, compliance and improvement requirements.
- LO1 Analyse advanced principles, technologies and professional requirements relevant to Technical Service Advising and Workshop Communication.
- LO1 Analyse advanced principles, technologies and professional requirements relevant to Automotive Sales and Product Knowledge.
- LO1 Analyse advanced principles, technologies and professional requirements relevant to Warranty, Claims and Service Administration.
- LO1 Analyse advanced principles, technologies and professional requirements relevant to Customer Relationship Management and Digital Sales.
- LO1 Analyse advanced principles, technologies and professional requirements relevant to Automotive Customer Service and Sales Project.