We help members improve their customer service and we can help you too. Get in touch to find out what membership could do for your organisation.


Why become a member of The Institute of Customer Service?

Our aim is to create a world where excellent customer service is demanded, delivered and seen to make a positive impact on organisational performance , but customer service in the UK will only continue to improve if there is a consistent and constant commitment to enhance the experience that organisations - whatever their sector - deliver. That's why we have introduced a set of Membership Principles and Promises to which we ask our members to commit. You can view these here, together with the reciprocal promises that we will keep, to help you deliver an excellent customer experience.

Institute of Customer Service members benefit from access to our research, training, accreditation, and networking and knowledge sharing platform. We are not sector specific; our members range from blue chip finance corporations to small charities - at all levels of customer service development. Click here to view our Membership terms & conditions.

Types & Benefits

Customer service focused organisations understand the importance of providing consistently excellent engagement at every point of a customer's journey.  But for some, the road map is unclear.  There may be too many directions of travel to choose from or the route to business success may have obstacles ahead.  If this sounds familiar, the Institute can help you develop a comprehensive customer service road map to ensure you meet your customers' needs.

What can the Institute do?
With the support of a dedicated Client Relationship Director, who will take the time to understand your organisation's specific strategic objectives, we can help you create a strategic plan that meets ongoing customer needs and deliver business results.

What will you get?
As a member you will receive a blend of insight and knowledge about the latest customer service issues, that is relevant to your needs.  You will have access to tools, training and practical solutions that will raise standards across your organisation.  You will also be able to benchmark progress against competitors, network with like-minded peers and secure accreditation as you strive to improve your customer service standards.

Full details of the Discovery Roadmap member benefits can be seen here.

Unlock your potential with Individual Membership

Becoming an Individual Member of The Institute of Customer Service demonstrates a commitment to your career. As an individual member you access to an array of benefits that will make you a better customer service professional, and increase your visibility within your organisation. Click here to download a brochure with details of what Individual Membership can offer you, or complete the application form to join now. To renew an existing membership click here

Benefits to youBenefits to your organisation
  • Show your dedication and commitment to customer service
  • Continuous Professional Development (CPD) allows you to build upon your skills
  • Gain access to breakthrough research and up to date reports*
  • Keep up to date with membership and industry news*
  • Opportunity to attend The Institute’s AGM*
  • Save with discounts for events and publications
  • Increase your professional visibility with designatory letters which reflect your knowledge and abilities

*Benefits depend of level of membership through The Institute of Customer Service

    • Increase employee engagement by encouraging personal and professional development
    • Skilled team members will be able to improve customer experience
    • Improve the quality and effectiveness of customer service through increased knowledge
    • Develop a team of committed customer service professionals

    You may have the building blocks for effective customer service in place.  Yet, for some larger organisations particular challenges have to be met to ensure a customer service ethos is embedded throughout the business.  There may also be fast moving market conditions or circumstances that require rapid adaptation and a more in-depth approach.  If this sounds familiar, the Institute can help you work across organisational boundaries to align activities with the strategic priorities of the Boardroom and help you create a compelling, competitive, advantage.

    What can the Institute do? 
    A Client Relationship Director, dedicated to you and your organisation, will help link the business's strategic goals to your customers' expectations, ensuring that every part of the organisation understands what it has to deliver - and how - to build loyalty and recommendation. 

    What will you get?
    As a member you will have access to benchmarking tools that offer deep understanding of your employees and customers engagement levels.  You will have access to people development tools providing qualifications or short-courses and you will benefit from a series of workshops and C-suite level networking events that will help you learn from your peers.  Your membership also offers the opportunity to accredit your commitment to customer service and the opportunity to distinguish your serviced offering from the competition.

    Full details of the Trusted Advisory Network member benefits can be seen here.

    What our members say

    What delegates have said

    Despite the amount of work and effort involved, the feeling when you are notified that you have achieved an Institute qualification in Communications makes it all so very worthwhile. After so many years in customer service I am pleased to be able to demonstrate that I do this well, not only thinking about my customer but also my organisation, my colleagues and my own personal development... such a great journey!" 

    St James Place Group
    Communications Qualification

    Individual – gives you the confidence to know that what you do is good for the customer and the business. You can gain the qualifications you need to gain a promotion.

    Teams – Promotes healthy competition to try and encourage others to want to succeed.

    Organisation – It gives the organisation the pleasure of knowing the staff want to achieve great things within their role and they want to be successful."

    Legal and General
    Solutions Qualification

    Since starting the qualification, I have seen many benefits from the course. The qualification has made me evaluate my own performance and realise how the service I give to customers can impact how a customer views an organisation like L&G. Since I started the qualification it has made me look at the service that I give to customers and how I can improve the service I provide. This has had a direct result and has improved my monthly call quality scores."

    Legal and General
    Communications Qualification

    Our Members

    ALD Automotive

    Arval (UK) Group Ltd

    BMW Group UK


    Cox Automotive (formally Manheim)

    Hitachi Capital Vehicle Solutions

    Inchcape Fleet Solutions

    Kia Motors (UK) Ltd

    Toyota GB PLC


    Vodafone Automotive UK Limited

    Volkswagen Group UK Ltd

    Al Rayan Bank


    First Direct

    Hampshire Trust Bank

    Lloyds Banking Group - Retail Service Delivery

    Newbury Building Society

    Skipton Building Society

    The Co-operative Bank

    The Royal Bank of Scotland Group

    Vanquis Bank


    ABa Quality Monitoring Ltd

    Adestra Ltd


    Altus Expert Services


    Axis Group Integrated Services Limited

    Bottomline Technologies Limited

    Capita Business Services Ltd

    Caritas Support Services Ltd

    CDS Global


    Continental Landscapes Ltd

    Costain Group PLC

    Diligenta Ltd.

    Echo Managed Services Ltd

    ENGIE -Energy Solutions

    ENGIE Services LTD

    Enzen Global Ltd



    GES LTD (Global Experience Specialists)

    Hachette UK



    ICTS UK Ltd

    Impact Call Centre

    Informa Shared Service Centre


    Kier Services Utilities

    M A Hayman Business Improvement Consultancy

    Marlowe Fire & security

    Mitie Client Services

    Morrison Utility Services

    Mytaxi the black cab app.

    N G Bailey - Bailey Maintenance

    Osborne Property Services

    Peace Recruitment


    Randstad UK FSSC


    Regular Cleaning

    Rentokil Initial

    Restore plc

    Royal Mail



    SD Worx UK Limited

    Shared Services Connected Ltd.


    The Leadership Factor

    W5 Marketing Intelligence


    British Heart Foundation

    Cats Protection

    Charities Aid Foundation

    General Medical Council

    Guide Dogs

    Macmillan Cancer Support

    AFI group of companies

    Aggregate Industries Ltd

    Avant Homes

    Bovis Homes Ltd

    British Board of Agrément

    Cadogan Estates Ltd

    CBRE Ltd - Asset Services UK

    Certsure LLP

    ELM Group


    George Leslie Ltd

    Hill Group UK

    J Browne Construction Company Ltd


    Laing O'Rourke Construction Limited - Northern Region

    Mactaggart & Mickel

    Mainstay Group

    Mears Group PLC

    Nu-Heat UK Ltd

    Osborne Construction

    P N Daly Ltd

    Redrow Homes Plc

    Simons Group

    Skanska Construction Uk Ltd

    Sika UK

    Spitfire Bespoke Homes



    Taylor Wimpey

    The Crown Estate

    Vinci Construction UK Ltd

    Cambridge English Language Assessment

    Cambridge International Examinations

    City, University of London

    Coventry University Estates

    London South Bank University

    North Yorkshire Education Services

    The University of Edinburgh

    The University of Law

    UAL (University of the Arts London) Awarding Body

    University of Kent

    University of South Wales - Pontypridd

    University of St Andrew's - IT Services

    Affinity Water

    Ameresco Ltd

    Anglian Water

    Bristol Water

    Business Stream

    BWA Water Additives

    Cadent Gas



    Dwr Cymru Welsh Water - Operations


    EDF Energy

    Electricity North West Ltd

    First Utility

    Guernsey Water


    Jersey Electricity Plc

    Jersey Water

    Kelda Water Services (Defence) Ltd

    National Grid Gas PLC

    NIE Networks

    Northern Gas Networks Limited

    Northern Ireland Water

    Northern Powergrid

    Northumbrian Water Limited

    Npower Limited

    Portsmouth Water Ltd

    RPS Environmental Management Ltd

    Scottish and Southern Energy Power Distribution Limited

    Scottish Water

    SES Water

    Severn Trent Water plc

    South East Water

    South West Water

    Southern Water

    SP Energy Networks

    Spark Energy

    Thames Water Utilities Limited

    The Clancy Group

    Total Gas and Power

    UK Power Networks

    United Utilities plc

    Wales & West Utilities Limited

    Water Plus


    Wessex Water Ltd

    Xoserve Limited

    Yorkshire Water

    1st Central

    Admiral Group

    Brewin Dolphin Limited

    Cabot Credit Management

    Capita Employee Benefits Teacher's Pension

    Collinson Group

    Great Annual Savings Group

    Hiscox UK & Ireland

    Hitachi Capital Business Finance

    Hitachi Capital Consumer Finance

    Hitachi Capital Invoice Finance

    Honda Finance Europe Plc

    IG Group

    Ingenious Capital Management Limited


    Kindertons Accident Management

    Leaseplan UK


    NewDay Ltd

    NextGear Capital

    Northview Group

    NS&I (National Savings and Investments)

    Openwork Ltd

    Paymentshield Ltd

    Pension Insurance Corporation plc

    Pension Protection Fund

    Premier Pensions Management

    Qi Claims Group


    RPMI Ltd


    Shop Direct Finance Company

    SSP Ltd

    St. James's Place Group

    Stream Claims Services

    Toyota Financial Services (UK) PLC

    Unum Limited

    Vantage Insurance Services Ltd

    Vocalink, a Mastercard company


    WorldRemit Ltd

    Defence Business Services


    Clinigen Group PLC

    Johnson & Johnson Vision


    Smith & Nephew

    Westfield Health

    Ageas Insurance Limited


    AXA UK & Ireland

    Claims Consortium Group

    Covea Insurance Ltd

    Davies Group

    Direct Line Group

    Geoffrey Insurance

    Health Shield Friendly Society

    HSB Engineering Insurance (HSB)

    ISS Restoration

    Legal & General Group PLC


    The Co-operative Insurance


    Carpenters Limited

    Legal Ombudsman

    Solicitors Regulation Authority

    The Coal Authority

    Kirklees Active Leisure

    Sky Betting & Gaming

    Alexandra Park and Palace Charitable

    Carnival UK

    Cosmos Tours & Cruises Limited Group

    Haven Holidays


    The Hippodrome Casino

    The Travel Network Group

    Birmingham City Council

    Brighton & Hove City Council

    Cheshire East Council

    Cornwall Council

    Durham County Council

    Ealing Council Customer Service

    Enfield Council

    Greater Manchester Police

    Hampshire County Council

    Haringey Council

    Harrogate Borough Council

    Kent Fire and Rescue Service

    Leicestershire County Council

    London Borough of Lambeth

    North Yorkshire Police

    Nottingham City Homes

    Oxford City Council

    South Hams District Council and West Devon Borough Council

    Staffordshire County Council

    Stroud District Council

    West Lindsey District Council

    West Midlands Combined Authority

    West Yorkshire Combined Authority


    AESSEAL plc


    Airbus Defence and Space

    Alexander Dennis Limited

    ASSA ABLOY Entrance Systems Ltd

    BAE Systems - Shared Services


    Bostik UK

    BRC Limited

    CEWE Ltd

    Coca-Cola European Partners

    Domino UK Limited

    Evac+Chair International Limited

    Greif UK Ltd

    Ideal Boilers

    Ishida Europe Ltd

    Jepson and Co Limited


    Kingspan Insulated Panels

    Knighton Foods

    Marley Ltd

    Merson Group

    Mettler Toledo

    Midland Lead Ltd

    MSC Industrial Supply Co

    Rittal Ltd

    RPC - BPI Group

    Schueco UK Limited


    Simon Jersey


    Turnils Uk Ltd/ Eclipse Blinds Systems


    Whirlpool UK Appliances Ltd


    Chartered Institute for Securities & Investment

    Chartered Insurance Institute

    Make UK



    Civil Aviation Authority

    Companies House

    Crown Office and Procurator Fiscal Service

    Disclosure & Barring Service

    DWP London and the Home Counties

    Financial Ombudsman Service

    Forestry England

    Her Majesty’s Passport Office

    Highways England

    Historic England

    HM Land Registry

    HM Revenue and Customs

    Invest Northern Ireland

    Ministerial and Public Communications Division - Department for Education

    Motability Operations

    Natural Resources Wales

    NHS Business Services Authority

    Ofgem e-serve


    Ordnance Survey

    The United Kingdom Hydrographic Office


    Aldi Customer Service Department

    Central England Co-Operative Limited

    Sainsbury's Supermarkets Limited

    The Southern Co-Operative Ltd


    Boots UK

    Cash Generator Franchising Limited

    Clarks International

    Damartex UK Ltd

    E-Cigarette Direct

    Essilor Limited


    Holland & Barrett

    John Lewis, Customer Contact and Fulfilment Operations Team


    Laithwaites Wine

    Lands’ End, Inc..

    Laura Ashley

    Lifestyle Outlets (formerly Peel Outlets)

    Marks & Spencer plc

    N Brown Group plc

    New Look

    Paul Hartmann Ltd




    Studio Retail Limited




    Alliance Homes Group

    Anchor Hanover Group




    Catalyst Housing Ltd

    CHS Group

    CityWest Homes

    Coast & Country Housing

    Cross Keys Homes

    Curo Group

    DGHP - Dumfries & Galloway Housing Partnership

    Gentoo Group

    Grand Union Housing Group

    Great Places Housing Group

    GreenSquare Group

    Hastoe Housing


    Karbon Homes

    Knowsley Housing Trust

    L&Q Group



    Network Homes

    Northampton Partnership Homes

    Notting Hill Housing Group

    Nottinghamshire County Council

    One Direct

    One Manchester

    Onward Homes

    Places for People

    Platform Housing Group

    Radian Group


    Rochdale Boroughwide Housing

    Salix Homes


    Sovereign Housing Association Limited

    Telford Homes

    The Hyde Group

    The Regenda Group

    Tower Hamlets Homes

    United Welsh

    Valleys to Coast


    Wakefield and District Housing

    Watford Community Housing Trust


    Yarlington Housing Group

    Yorkshire Housing Association

    Your Homes Newcastle



    Elsevier Limited

    Intercity Technology

    O2 (UK) Limited


    Opus Telecoms





    Zen Internet Ltd

    Baltic Training

    Abellio Greater Anglia

    Abellio MerseyRail

    Abellio ScotRail

    Abellio West Midlands Trains

    British Transport Police

    DHL Supply Chain

    East Midlands Trains

    Edinburgh Trams

    Great Western Railway (First Great Western)

    Heathrow Engineering and Asset Management

    KeolisAmey Metrolink

    London City Airport

    MTR Crossrail


    Nottingham Trams Ltd

    Port of Tyne

    South Western Railway

    Stagecoach Group PLC

    TransPennine Express

    Transport for Greater Manchester

    Virgin Trains

    Virgin Trains East Coast

    Wightlink Limited

    Nectar Imports Ltd

    SIG plc

    Wolverine Europe Ltd

    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.