Professional qualifications


Our work-based qualifications develop a set of transferable skills and behaviours to improve performance and motivation, whilst recognising customer service professionalism

Our professional qualifications recognise the attainment of excellent customer service skills, knowledge and behaviours. An Institute of Customer Service qualification measures high standards of service, enabling you to demonstrate a high performance standard, and a commitment to continuous development.

An Institute qualification develops your customer service skills and makes you more valuable to your organisation. All of our qualifications are only accessible to individuals working for organisations with current Trusted Advisory Network and Discovery Roadmap organisational membership.  To find out more, get in touch here.

Benefits for employees

Benefits for employees

  • Reflect on practical, day–to–day actions and behaviours
  • Apply your reflections in the context of your organisation and team, rather than just your own role
  • Develop a set of transferable skills that can be used across roles within an organisation
  • Flexibility: there are no rigid time limits and you can work at your own pace
  • Assessed through professional discussion rather than examination

Benefits for organisations

Benefits for organisations

  • Motivate employees and enable them to relate their service delivery to the organisation
  • Develop employees problem solving skills
  • Encourage employees to own their personal development
  • Help you meet regulatory requirements
  • Equip team members with increased skills and knowledge of customer service techniques
  • Develops consistent service culture and delivery

The Communications Qualification

Doing for today

Focusing on key behavioural skills and the wider purpose of your job role, the Communications qualification develops the skills needed to build relationships with customers and colleagues, and highlights how your role fits in with the needs of the organisation.

The Communications qualification:

  • Is customer-focused, developing employees' ability to deliver excellent service
  • Is suitable for any role and offers core skills to front-line staff as well as those managing and/or leading customer service organisations
  • Covers essential skills for those dealing with internal and/or external customers
  • Helps deliver consistent customer service in all situations, regardless of sector
  • Pro-active method of personal development
  • Employees consider the impact of their skills, attitudes and behaviours on their customers, organisation, colleagues, and their own performance
  • Starting point for other Institute qualifications

The Communications qualification can be taken on its own or with the following:

  • Combined qualifications with Solutions and/or with Innovations

The Solutions Qualification

Developing for tomorrow

Solutions focuses on the skills you need to solve customers' problems.

To achieve the qualification, you must demonstrate that you inspire confidence, are pro-active, and respond quickly to service trends and customer feedback. You must also show you are a team player who gives practical support to others to help them improve their performance.

The Solutions qualification:

  • Focuses on the customer and develops skills in identifying, creating and providing solutions for improvements in service
  • Allows employees to demonstrate they are able to work independently and show initiative to identify and propose solutions to recurring issues that impact on customer service delivery
  • Encourages practitioners to be pro-active about their own personal development
  • Ensures practitioners consider the impact of their proposed solutions on their customers, organisation, colleagues and themselves

The Solutions qualification can be taken in the following combinations:

  • Solutions on its own (provided Communications or accepted equivalent has been previously achieved)
  • Solutions with Communications (compulsory to take together if no accepted equivalent or Communications qualification achieved)
  • Solutions with Innovations (provided Communications has been previously achieved)
  • Solutions with Communications and Innovations combined

The Innovations Qualification

Creating for the future

To achieve the Innovations qualification you must demonstrate you are pro-active, flexible, creative and always looking for new ways to improve customer service.

You will need to provide examples of how you have identified, developed and implemented new service improvements, and how they translated into tangible results. You must also demonstrate how you motivate and influence others and how your improvements contribute to customer loyalty and retention as well as the future success of your organisation.

The Innovations qualification:

  • Offers continued development after Communications and/or Solutions qualification is achieved
  • Allows participants to develop, implement and evaluate customer service solutions
  • Ensures that developed skills are underpinned by knowledge and understanding that ensures employees are able to work pro-actively with colleagues to gain support for change
  • Ensures employees are able to consider the impact of the implementation on customers, colleagues, organisation and themselves
  • Encourages employees to be pro-active about their own personal development

The Innovations qualification can be taken in the following qualification combinations:

  • Innovations on its own (provided Communications or acceptable equivalent is held)
  • Innovations with Communications
  • Innovations with Solutions (if Communications qualification has been achieved)
  • Innovations with Communications and Solutions combined

N.B: This qualification builds on the Communications module – all participants must have completed Communications at a minimum or be registered for Communications so they can complete both qualifications concurrently.

The Customer Service Coach Qualification

Developing people

Our Customer Service Coach qualification recognises the valuable and skilled work that professional qualifications coaches perform.

Using coaching techniques and skills, the Customer Service Coach qualification requires you to improve your organisation's service delivery through those you coach.

The Customer Service Coach qualification

  • Focuses on customer service coaching and is aimed at those supporting individuals who deal with customers
  • Allows coaches to demonstrate they support excellent customer service delivery in others through their coaching skills
  • Encourages practitioners to be pro-active about their own personal development
  • Ensures practitioners consider the impact of their coaching on their coachees, organisation, colleagues and themselves

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

I liked being able to use real life scenarios, recording examples of what I did as part of the award gave me time to reflect and question. Could I do this better... rather than just 'doing the job'.

I would highly recommend anyone to sign up for a Qualification, the Coach / Practitioner interaction was invaluable, it boosted my confidence and kept me on track to finish the award.

I had never come across the phrase 'big picture' but it’s something I have taken from the Qualifications and used in a variety of work projects I have been involved with since completing them."

St James Place Group
Communications Qualification

The Institute has made me think about everything I do as a whole rather than just the specific event. The majority of what we do in the workplace can be built upon so that next time we can do it better. Every day we are exposed to people (colleagues and teams) that are our customers and we wouldn't necessarily count them as such - even if they aren't direct customers, The Institute has taught me if they rely on an output from you then you should consider them as one.”

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

I think I have learnt to be much more proactive in my dealings with customers and colleagues alike. My ability to find solutions to problems (think outside the box) and to communicate in clear and concise terms are much improved. I believe this is due to the process of completing a qualification making me think about what I am doing and being more precise in my actions."

Department for Work and Pensions
Communications and Solutions

I can clearly say that my knowledge of customer service has broadened a great deal since I undertook the course particularly in couple of areas.. the awareness of the impact of my action or engagement on colleagues and organisation and not just on myself and the claimant. Knowing that my activities has to have the added value for my colleagues and the organisations put things in perspective a lot more than it had before I started the training."

Department for Work and Pensions
Communications and Solutions

Conclusively, the course has helped me to build my confidence through personal development, training and research. I am able to engage my Claimants better and provide them services that are unique to them. This has improved my performance while contributing to my team's and organisation's objectives by helping to upskill my team members."

Customer service management and strategy qualifications

Designed for customer service leaders and managers

Our management and strategy qualifications combine customer service and management learning to improve the personal effectiveness of teamleaders and managers – and deliver tangible business benefits

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 develop your teams skills or your own career development

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.