Management Qualifications

Empowering leaders to excel in customer service

Our Customer Service Management Qualification is a popular specialised programme aimed at enhancing the skills and effectiveness of customer service managers. It provides a comprehensive blend of theory, strategy, and practical tools designed to improve service operations and leadership in customer service. The course covers essential areas such as team management, service strategy, digitalisation and financial and risk management. 

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Delivery:

Online and blended

Level:

Levels 5-6 of the NQF

Duration:

12 months part-time, 240 hours study time

Intake dates:

Run every February & September

Audience:

Team Leaders, Managers, Heads of, Directors

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Reasons to undertake our Management Qualification

Undertaking our Management Qualification is an invaluable step for any leader or manager committed to customer service excellence.

Enhanced leadership skills: lead and manage high-performing service teams effectively.
Strategic implementation: craft and execute service strategies aligned with your business goals.
Professional recognition: bolster your professional profile and credentials.
Career advancement: access higher management roles within the customer service field.
Network Expansion: connect with professionals across industries and enrich your learning experience.
Practical application: apply theoretical knowledge through practical projects demonstrating tangible benefits to your organisation.
Benefits of undertaking a Management Qualification

Benefits to the organisation

Collaborative learning

Participants engage with leaders from diverse sectors, offering unique opportunities for collaboration, networking, and peer learning.

Strategic Advancement

Enhances strategic awareness, equipping leaders to navigate changing business environments and capitalise on key trends.

Enhanced performance

Empowers leaders to boost customer satisfaction, employee engagement and operational efficiency, driving increased profitability.

Employee recognition

Recognises the dedication of team members while advancing their skills and capabilities, fostering a growth environment.

Benefits to the individual

Enhanced leadership skills

Boosts your skills, capability, and confidence in leading and managing within a customer service context.

Career advancement opportunities

Opens up opportunities for professional growth and career development in the customer service field.

Professional membership eligibility

Qualifies you for Management membership, offering ongoing opportunities for professional development.

Certification achievement

Grants a certification upon completion of the programme, validating your newly acquired skills and expertise.

Course structure

The course comprises eight modules designed to develop essential skills, knowledge, and competencies for effective customer service management.

The six core modules include:
  • Principles of customer service management and leadership,
  • Recruitment and development of high-performing customer service teams
  • Digitalisation
  • Data handling
  • Customer service benchmarking, financial and risk management
  • Project management within the customer service sphere

Participants will also choose between two additional paths – Management or Strategy – focusing either on reviewing and enhancing team strategies and developing customer service improvement proposals, or on assessing and crafting broader customer service strategies.

Learning outcomes
Develop a team culture of high performance
Implement effective service strategies
Understand financial and risk management
Effectively evaluate service performance
Apply project management to real projects
Create efficiencies and process improvements
Management Qualification case studies
Staffordshire County Council Logo
The member’s challenge 

After completing an MBA and stepping into a more strategic role as Head of Customer Excellence, Emily Doorbar sought a course that would align with her new responsibilities. She needed a programme that would support her in setting up her role while driving organisational change.​

The impact 

The qualification has encouraged Emily to think critically about her organisation, leading to the implementation of Business Benchmarking and ServCheck. The programme has been directly applicable, with modules like recruitment having an immediate impact on her work. The membership has positively influenced the organisation’s direction, not only through learning but also by accrediting other staff and enhancing the overall approach to service. ​

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The member’s challenge 

Helen Bowman, a newly appointed Customer Service Director at Gamma, faced a unique challenge. Having been in her role for just over a year and undertaken workshops in the past, she was looking for a more advanced qualification that would build on her leadership skills and help her deliver a full customer service strategy that could be implemented across the business. ​

The impact 

The management qualification is providing her with the tools to develop a compelling customer service strategy, demonstrate ROI, and secure investment to boost Gamma’s retention and growth. As a result, the language and insights gained from the course have started cascading through her management teams, which in turn have influenced customer interactions. ​

Feedback from our members

 “Wonderfully insightful Customer Service course, with positive content, great structure and very competent facilitator. Highly recommend.”

UK Space Facilities National Physical Laboratory (NPL) - Teddington

“A fascinating and genuinely interesting course. I have walked away much happier and confident in my customer service skills.”

Online Wine Offers | White & Dry Red Wine | Laithwaites

“Fiona was absolutely amazing as a trainer/coach. She was extremely supportive, patient and reassuring.” 

Share the love this February! | NHS Professionals

“The trainer Robert was brilliant, really engaging.”

“I found the sessions informative, well-balanced, and thought-provoking.”

Sky Broadband review: High cost, poor performance | Expert Reviews

“Brilliant course, would recommend to colleagues looking to enhance their customer service skills.”

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