About us

The Institute of Customer Service is the independent, professional membership body for customer service

Find out who we are and what we stand for

The Institute of Customer Service is the independent, professional membership body for customer service. Founded in 1996, and formally incorporated in February 1997, we help our members improve their customers’ experience and their own business performance

Our history

Find out more about the Institute of Customer Service

The Institute of Customer Service is the independent, professional membership body for customer service. Founded in 1996, and formally incorporated in February 1997, we help our members improve their customers’ experience and their own business performance

Mission, values and standards

Find out what we stand for and our core values

We want a world where excellent customer service is demanded, delivered and seen to make a positive impact on organisational performance

Meet the team

Say hello to our people

The Institute of Customer Service head office is in London, with regional representatives based across the UK to ensure service access for all national and regional organisations

Case Studies

A new look for customer service

“It felt like a great opportunity to talk to all our staff directly about customer service with one consistent message across our operations. We saw the opportunity to put service right at the heart of the agenda.”

Louise Mogghaddam Senior Group Customer Service Manager, New Look
See all Case Studies

Why not find out about membership?

We help members improve their customer service.  And we can help you too



Find out about membership today

Vice presidents

Meet our VPs

The Institute’s Vice Presidents act as the sounding board for new initiatives and offer aid to advance the growth, reputation, profile and numerical strength of The Institute

Meet the board

Discover our board members

The Board of The Institute of Customer Service is made up of an Executive Director, Chair and three Non-executive Directors

Careers

Work with us at The Institute

The Institute of Customer Service provides an inclusive and supportive working environment. Our staff are highly valued, motivated and focused on business needs. We are committed to fairness and equality

Are you looking for market insight?

Institute membership gives you exclusive access to customer service research across all sectors.

Are you looking to set and raise your standards?

Our training and accreditation programmes can raise your service standards.

Are you looking for organisational membership?

We support some of the UK's leading businesses in improving their customer service.