Institute accreditation of an in-house customer service training programme

Accreditation demonstrates that your training courses meet national standards for customer service, as independently recognised by the Institute of Customer Service

As with all accreditations from the Institute, we conduct regular quality audits and review of the standards and criteria to ensure consistency and credibility of the accreditation

Training Mark is awarded once the three key elements have been benchmarked and assessed.

Why is TrainingMark important?

Why is it important?

TrainingMark demonstrates the quality of your internal customer service training to customers, competitors and employees – current and potential.

It ensures you have the tools to engage with employees through increasing professional development opportunities. Ultimately, ensuring a skilled customer service team that will help improve your customers' experiences and business performance.  To find out more, get in touch here.

TrainingMark achievers

TrainingMark Achievers

      • Acenden x 2
      • AFI Group
      • Allianz
      • Aviva Insurance UK
      • Aviva Life UK
      • Barclays x 2
      • Battersea Power Station Development
      • British Council x 2
      • BT
      • BT Consumer
      • Carnival UK
      • DFS Furniture Group
      • Direct Line x 2
      • First Port
      • Home Group
      • Kingspan Insulated Panels
      • Legal & General Investments
      • LV=
      • MTR Crossrail
      • Openreach x 2
      • Pension Protection Fund
      • ReAssure
      • Redrow Homes
      • Rentokil Initial
      • SafeMove
      • Specsavers
      • The London Borough of Hackney
      • Towergate
      • VELUX

      The three key elements to TrainingMark

      The three key elements to TrainingMark are:

      • Meeting the Institute's professional standards 
      • Individual competence: ensuring there are mechanisms in place to assess individual customer service competence in the workplace 
      • Management commitment: ensuring the programme has sufficient strategic support from senior management 

      Who is TrainingMark for?

      Who is it for?

      TrainingMark provides independent recognition of national standards for organisations that have, or are developing, in-house customer service or call centre training programmes.

      What is involved in TrainingMark?

      What's involved?

      TrainingMark accreditation is achieved by benchmarking your training programme against our nationally recognised standards: first by your internal team, then by our accreditation team.

      What customers have said

      We were proud of our quality and it was time to think about aligning our customer service proposition. The biggest challenge was getting consistency and working with The Institute on TrainingMark gave us access to a wealth of experience which has meant almost 90% of our customers now recommend us."

      Emma Morris, Head of Customer Service, Redrow Homes

      It’s a sign that we’re investing in our people and that we take the standard of our training really seriously. It’s also about giving something back to colleagues, acknowledging their achievements.”

      Sarah McNab, Senior Colleague Transformation manager, Barclays

      We are passionate about people development and the delivery of excellent customer service. Having TrainingMark reinforces for everyone, from day one, that personal development and customer focus is important.”

      UKCSI Business Benchmarking

      Customer satisfaction measurement

      Diagnostic survey that benchmarks you against leaders in your sector


      Internal benchmarking tool

      Assessment tool that measures an organisation's commitment to customer service

      Approved centre accreditation

      Available to council and corporate members

      Approved Centre status is achievable by following our guidance on setting up a qualifications programme, implementing effective planning and monitoring, and integrating good management practices to demonstrate you meet the requirements.

      Case Studies

      Customer service at the heart of learning

      Ian Mehrtens Chief Operating Officer, London South Bank University
      See all Case Studies

      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.