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A qualification for leaders committed to delivering excellent customer service

A leadership-focused customer service management qualification for professionals looking to improve, hone, and maximise their skills.

This 12-month learning programme equips today’s customer service leaders with the knowledge and tools required to make a difference to their customers, and ultimately create more value for their business.

A strategic and future-focused approach

As the business and consumer landscape continues to evolve, the role of professional customer service leaders has never been more demanding. With competing business priorities, the impact of rapidly evolving technology, and societal change on the rise, new challenges are appearing constantly. A strategic and future-focused approach is needed to be able to meet these challenges head on, all while continuing to provide leading customer service.

Setting the standards for service excellence

The Management Qualification has been developed by the Institute’s expert trainers, who have years of frontline experience as well as a finger on the pulse of the changing service landscape. This expertise has been supported with guidance from our members to create a tailored and dynamic professional customer service qualification.

Our professional standards

What our members have to say

‚ÄúIt was fantastic to get into The Institute‚Äôs Management Qualification¬†and really understand what I could learn and what I could take from it. Meeting people from other organisations and talking about their approaches was also really helpful.‚ÄĚ

Simon Wilkes MMICS, Business Enablement Manager at NatWest
Smiling woman wearing glasses sitting alone at a table browsing the internet with a laptop
Learning outcomes:

We have identified several key areas where we believe leaders need to gain an elevated level of understanding and knowledge, which include supporting customers, engaging teams, and driving customer satisfaction alongside the success of the business.

Based on these areas, the core subjects focused on during the programme are:

Principles of customer service management & leadership
Recruiting and managing high-quality teams
Maximising the potential of technology
Putting your customers at the heart of your service strategy
Adopting core project management principles
Evaluating service performance and driving improvements
Assessing risks, horizon scanning

Benefits for organisations

Those taking the qualification will work alongside leaders from a variety of different organisations and sectors allowing an exclusive opportunity to collaborate, network, and learn from their peers. Enrolling your current and future leaders in the Management Qualification programme not only improves employee engagement on an individual level, it also supports your business and customers by:


Broadening strategic awareness to effectively deal with a rapidly-changing business environment, and identify key emerging trends and opportunities


Enabling your leaders to improve customer satisfaction, employee engagement, efficiency, and ultimately profitability.


Rewarding and validating the dedication shown by key team members and supporting your people by developing their capabilities and skills.

Who should attend?

The Institute’s Management Qualification is leadership, operational, and strategy focused. It is suitable for current or aspiring leadership professionals working in a customer service environment.

The self-studying qualification takes 12 months to complete, and during this time you will have a dedicated tutor providing guidance and support. There will also be opportunities to interact with other leaders taking the qualification in a collaborative and knowledge-sharing environment.

How do I sign up?

This programme is exclusively available to Institute of Customer Service members. If you are a member, please speak to your Client Development Director to support your application.

If you are currently not a member, you can find more information about the full range of benefits of becoming a member below:

Find out more

Trusted by some of the UK's leading organisations:

Management Qualification Case Studies
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