Customer service management and strategy qualifications


Maximise personal development whilst delivering tangible business benefits.

Institute of Customer Service management and strategy qualifications focus on a unique combination of customer service and management skills, maximising personal development whilst delivering tangible business benefits.

We have developed a course that enhances the effectiveness of customer service managers, comprising theory, strategy and practical implementation. The course provides a professional grounding in key aspects of customer service management that can be used immediately within an operational context.

All of our qualifications are only accessible to organisations with current Trusted Advisory Network and Discovery Roadmap organisational membership.

Customer service management route

Management route

The course modules provide:

  • Practical tools, techniques and a theoretical framework to help managers develop a team culture of high performance, and implement effective customer service strategies and improvement plans.

As part of the course you will be required to:

  • Evaluate your team's delivery of customer service strategy
  • Use the results to develop an improvement proposal for your team's service delivery.

Customer service strategy route

Customer service strategy route

The course modules provide:

  • Practical tools, techniques and a theoretical framework to help managers develop a team culture of high performance, and implement effective customer service strategies and improvement plans.

As part of the course you will be required to:

  • Use strategic analysis to review your organisation's existing customer service strategy
  • Use the results to develop a new integrated customer service strategy for immediate implementation in your organisation.

Benefits for customer service managers

Benefits for customer service managers

  • Create personal learning objectives to develop skills and competence and enable improved performance in current and future roles
  • Improve recruitment and management of high performing teams
  • Build understanding of application of technology and infrastructure to achieve customer service improvements
  • Develop understanding of how to use customer service measurement and benchmarking
  • Knowledge and understanding of how to perform financial and risk management in a customer service context
  • Knowledge and understanding of project management principles that can be applied to customer service related improvement projects
  • Learn tools and techniques to evaluate customer service performance, areas for improvement and develop service implementation plans
  • Develop a real-life operational plan focused on delivering tangible business benefits

Benefits for organisations

Benefits for organisations

  • Develop highly skilled and effective managers
  • Improve the quality of your organisation’s customer service and deliver improved efficiency and profitability
  • Broaden the strategic awareness of your customer service managers
  • Recognise the skills and development of key customer service managers
  • Maximise the potential of customer service talent by providing a path for career development

Organisations that have completed Management Qualifications

Organisations that have completed Management Qualifications


AA DriveTech

AFI Group

Amey

Arcus FM

Assaabloy

BAE

Balfour Beatty

Baltic Training

Berkeley

Black and Callow

BPI

BTP

Bupa

Carillion

CATS

Cewe

Cofely

Conair

DS Smith

Durham County Council

Eastbourne Borough Council

Eclipse Blinds

Edinburgh Leisure

Engie

First Ark

First central

First Port Property 

Genesis

Grand Union

Home Group

Homebase

JLL

Manheim

Monsoon

Morrison Utility

Neptune

New Charter

Newcastle CC

North Tyneside Gov

North West Water

Northview Group

Office Depot

Ofgem

Osborne Communities

Oxford City Council

Pfizer

PHS

Poptimise

Prudential

Quilter

Regent Street Management (JLL)

Rift Group

Sainsburys

Scottish Water

Sentinel

Simply Health

Skandia

Skanska

Solicitors Regulation Authority

Southern Water

SP Energy Networks

St James

Tarmac

Thirteen

UAL Awarding Body

UKHO

Urgo

Urgo Medical

Velux

Visa

Waitrose

West Lindsay District Council 

World Remit

Yorkshire Homes

Yorkshire Water 

Professional qualifications

Develop and recognise your customer service skills

We offer a range of professional qualifications to develop and recognise customer service skills at all career levels.

Case studies

Read feedback from members that have completed qualifications

We offer several different management and professional qualifications, find out how useful they could be to your company or personal career

Training courses

Want to progress your teams skills or your own career?

Our customer service training courses - suitable for customer facing people, team leaders and managers - enable you to build a consistent culture of service across your organisation.

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.