Next Upcoming Event
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September
2026
Head to Head with Richard Nicholls, Managing Director (Brook Green Supply) Virtual Event
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There are always new events and webinars coming up. Some are open to the wider world, business leaders and customer service professionals, but most are exclusive to our members. Another great reason to become a member.
September 2026
Head to Head with Richard Nicholls, Managing Director (Brook Green Supply)Open to Members & Non-Members Virtual Event
Our CEO, Jo Causon will be meeting with Richard Nicholls, Managing Director at Brook Green Supply, as part of our Head to Head series to discuss leadership and challenges faced. Richard Nicholls is Managing Director and co-founder of Brook Green Supply. With over 20 years’ experience across energy markets, including roles at CFP Energy, Bloomberg…
QPM Best Practice & Networking Forum (9 Sep 2026)Members only Virtual Event
The Role of the Qualification Programme Manager and Measuring Programme Impact & ROI This Forum is a complimentary, members-only virtual event. It brings together QPMs to share best practice, strengthen programme delivery, and gain practical guidance from The Institute’s Professional Standards Assessors. Designed to help you run successful Professional Qualifications programmes, the forum offers direct…
Assessor Quality Assurance and Skills Development Forum (9 Sep 2026)Members only Virtual Event
Quality, Consistency and Developmental Feedback This Forum is a complimentary, members-only virtual event for all Assessors approved to assess the Institute’s Professional Qualifications. The forum brings assessors together to share best practice, strengthen consistency in assessment decisions, and enhance the quality of developmental feedback provided to learners. Led by our Professional Standards Assessors, the session…
Service Wellbeing & Resilience Workshop (15 Sep 2026)Members only Virtual Event
Delivering exceptional service in high-pressure situations requires resilience, focus, and composure. This half-day workshop equips front line customer service professionals with practical strategies and tools to manage stress, build resilience and sustain performance. Participants will leave with a daily workplace resilience toolkit. The workshop includes: Understanding emotions & the emotional cycle Managing stress & recognising…
Customer Service Impact (29 Sep & 13 Oct 2026)Members only Virtual Event
Strengthening Trusted Customer Relationships Develop the skills and confidence to deliver effective service and build trusted customer relationships. Learn how perceptions influence service delivery, manage challenging situations & conflict, and apply Emotional Intelligence in practice. Includes a work-based assignment to support practical application of learning in the workplace. Delegates are certificated on successful completion. Day…
October 2026
Handling Challenging Customer Interactions (6 Oct 2026)Members only Virtual Event
The economic landscape continues to present different kinds of challenges for customers and employees alike. Equipping your people with the skills and knowledge helping them handle the more challenging interactions with confidence is essential. Our Handling Challenging Customer Interactions workshop, facilitated by The Institute’s Academy experts, will help prepare your people for various situations they may…
Trusted Advisory Network Meeting (Physical) – 8 Oct 2026TAN Members Only
This meeting is exclusive to Trusted Advisory Network members of The Institute. Jo Causon, The Institute’s CEO, will be hosting this 2 hour session with a guest speaker Ailsa King, Chief Commercial Officer at Marsh and Vice President of The Institute. Theme: The Future of Customer Service We will open the meeting for an interactive…
November 2026
Trainer Forum (3 Nov 2026)Members only Virtual Event
Best Practice Sharing, Quality Assurance and Consistent Delivery of Certificate Programmes This forum brings together our trainer community to share best practice, strengthen quality assurance, and support the consistent delivery of our Certificate programmes. It’s an opportunity to connect with fellow trainers, exchange ideas, and explore practical approaches that enhance delegate engagement, achievement, and the…
Coaching for Service Performance – (11 & 25 Nov 2026)Members only Virtual Event
Enhancing Service Performance Through Coaching Build practical coaching skills to drive performance improvement in customer service environments while learning to apply structured techniques such as the GROW framework and build confidence in others. This course combines theory with hands-on practice, making it ideal for both beginners and those looking to refine their skills. Includes the…
December 2026
Head to Head with Jennifer Henderson, Chief Executive and Keeper (Registers of Scotland)Open to Members & Non-Members Virtual Event
Our CEO, Jo Causon will be meeting with Jennifer Henderson, Chief Executive and Keeper of Registers of Scotland, as part of our Head to Head series to discuss leadership and challenges faced. Jennifer is the Chief Executive and Keeper of the Registers of Scotland (RoS), which is the government body responsible for compiling and maintaining…
Trusted Advisory Network Meeting (Virtual) – 3 Dec 2026TAN Members Only Virtual Event
This meeting is exclusive to Trusted Advisory Network members of The Institute. Jo Causon, The Institute’s CEO, will be hosting this 90 minute session with Brian Weston, the Institute’s Director of Research and Member Propositions. This meeting will focus on previewing our Customer Service Trends for 2027, which examines the issues and trends that will be…
Customer Service Trends & Predictions for 2027 Webinar (9 Dec 2026)Open to Members & Non-Members Virtual Event
2027 is set to bring continued change and new challenges for customer service, customer experience and the wider business environment. Our Customer Experience Trends 2027 webinar will explore the key issues, emerging developments and trends that are expected to shape customer experience, organisational culture, employee engagement and business performance over the year ahead. The session…
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