CMI Level 5 Diploma in Management and Leadership
Customer Service Management
Why Choose Us
The CMI Level 5 Diploma in Management and Leadership: Customer Service Management is designed for Operational, Divisional, Departmental, and Specialist Managers who want to further develop their skills in guiding and directing, monitoring team performance, supporting daily operations, and implementing effective customer service strategies
Achieve Chartered Manager Status (CMgr)
Complete your qualification with 3 or more years of management experience and gain Chartered Manager status – the ultimate management accolade, awarded exclusively by the Chartered Management Institute.
What Chartered Manager status means for your career:
The pinnacle of management recognition
CMgr distinguishes you as a leader who meets the highest professional standards.
Global credibility
An internationally respected designation that validates your expertise to employers worldwide.
Lifelong career partnership
Thought leadership events, professional development resources, and prestigious industry awards.
Showcase your achievement
Display your Chartered Manager credentials on LinkedIn and professional networks with your Credly badge and CMI badge.
What’s included
In your CMI Level 5 Diploma in Management and Leadership: Customer Service Management Course
Sharpen your decision-making, delegation, and team management abilities, all while receiving expert tutor support and connecting with a network of peers to keep you motivated throughout the CMI Level 5 Diploma in Management and Leadership: Customer Service Management course.
Looking to train your team?
Keeping your team at the forefront of their fields is essential to maintaining a competitive edge. Whether you’re looking to upskill your employees, expand your team’s knowledge base, or ensure your workforce meets UK industry standards, our accredited certifications are designed to help you achieve your goals.
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Hear it from our students
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Guaranteed Trainer & Mentor Support
Your journey will start with a designated expert support team to guide and motivate you throughout your studies.
Experience real student support with ITonlinelearning!
Handpick Your Units
To achieve the CMI Level 5 in Management and Leadership: Customer Service Management Diploma, you will need to complete all of modules below to achieve over 370 TUT (Total Unit Time) hours and 37 credits.
Managing the performance of staff is essential to the smooth running of an organisation.
This unit evaluates the reasons for managing performance and the approaches that can be used. It explores methods of rewarding the performance of individuals who exceed expectations, and analyses ways of managing under performance in a professional and supportive manner. This unit focuses on the way performance management, when used effectively, is able to impact on individual and organisational achievement.
Teams play a vital role in enabling organisations to achieve their goals.
This unit focuses on the purpose and characteristics of successful teams. Learners’ will review theoretical and practical approaches to team formation; and be able to analyse, and respond to challenges which occur when new teams are formed proactively
Effective management of equality and diversity not only benefits staff and stakeholders, it can positively impact on an organisation’s achievement.
This unit has been designed to enable the learner to analyse the requirements for managing, monitoring and reporting on equality, diversity and inclusion. It focuses on the skills required to lead by example and how to adapt leadership styles to support others to see the benefits of inclusive practice. On successful completion of the unit, learners will be armed with the knowledge required to develop and implement an Equality action plan, and monitor its outcomes to make continuous improvement.
Coaching and mentoring are proven techniques used to enhance the skills, knowledge, talents and potential of individuals as part of an organisational learning and development strategy.
This unit explores the principles and practices of coaching and mentoring, and the impact these techniques can have in the development of a high-performance culture.
Managing conflict takes resilience. It requires the ability to evaluate complex information, make evidence based judgements and act professionally within the bounds of organisational and legal frameworks.
This unit is designed to equip the learner with strategies to manage conflict with confidence, find creative solutions and make difficult decisions.
Recruiting and selecting staff is a major challenge in a competitive market. Organisations are increasingly looking for innovative approaches to recruit individuals from the broadest talent pool.
This unit has been designed to equip learners with an understanding of the factors which impact on recruitment. They will know how to develop plans and strategies for selecting staff, and identify approaches for retaining the best of the best.
Change is inevitable if an organisation is to maintain competitiveness and currency of practice.
This unit has been designed to enable the learner to evaluate types and reasons for change within organisations and be able to select and apply theoretical models for its management. The purpose is not only to enable learners to develop the skills to manage change and achieve set objectives, but to do so in a professional manner with open and honest communication throughout the entire process
Delivering an exceptional customer experience is a challenge which requires skill, commitment, and an in-depth understanding of customer needs.
The aim of the unit is to develop managers understanding of their role and responsibilities in managing the customer experience. Learners will develop an understanding of the key features of a customer service culture and the customer journey, which if managed effectively will impact on an organisations success.
Career and Progression Prospects
The CMI Level 5 Diploma in Management and Leadership: Customer Service Management can open doors to senior roles where delivering exceptional customer experiences is key. Employers value the ability to lead teams effectively, monitor performance, and implement strategies that enhance customer satisfaction and loyalty — all skills you will strengthen through this diploma.
What You Could Earn
We want to help you achieve the best outcome in your studies so you can flourish in your desired path.
Customer Service Manager
per year
Client Services Manager
per year
Head of Customer Service
per year
Included with your course.
Stay on track with direct access to expert recommendations, general support, and answers to all your questions. Kick-start your course with a 45-minute guidance session within 1-week of enrolment, followed by regular monthly check-in emails. You can also request a live session with your trainer halfway through the course.
As part of your CMI course with ITonlinelearning, you’ll benefit from our assignment pre-checking service, designed to give you added confidence before submitting to the CMI. Our team will review your assignments in advance to ensure they meet the required standards, are correctly structured, and align with the assessment criteria. This supportive step helps you identify areas for improvement, reduce the chance of resubmissions, and maximise your chances of passing successfully on the first attempt.
All our CMI qualifications come with free CMI membership for the duration of your course. As a member, you’ll have full access to the CMI’s extensive resources and support, including the ManagementDirect portal, career development tools, CPD materials, webinars, and networking opportunities with like-minded professionals. This membership not only supports you throughout your studies but also enhances your professional credibility as you progress in your management career.
Join a vibrant community of current students and certified tutors where you can share experiences, ask questions, and exchange valuable insights. Our student community gives you the chance to gain practical course tips, and explore industry-specific knowledge that supports both your studies and your career growth. By being part of this network, you’ll never feel alone on your learning journey and will benefit from the collective experience of those who have already achieved success.
Stay motivated throughout your learning journey with a personal study coach who provides all the ad-hoc support you need to succeed in your certification.
Get instant help whenever you need it! Our live chat team is always on hand to provide prompt, real-time assistance with your questions and challenges. Whether you need clarification on course material, guidance on assignments, or support navigating your learning platform, our dedicated team ensures you’re never left without help. And if our team is offline, you can still reach out and we’ll respond as soon as possible to keep your learning journey on track.
You’ll have 12 months of full access (unless otherwise stated or arranged with a career consultant on sign up) to your course materials as standard with every CMI qualification. While many learners complete their studies in a shorter time frame, we believe in giving you the flexibility to learn at your own pace. Having a full year of access means you can revisit the content whenever you need, refresh your knowledge, and make the most of the resources throughout your learning journey.
CMI Level 5 Diploma in Management and Leadership: Customer Service Management Frequently Asked Questions
You have questions, and we have all the answers
The Level 5 CMI qualification is intended for mid-Managers, Operational, and Departmental Managers looking to grow their existing skills in management and leadership and move toward more senior Management opportunities.
The Level 5 CMI qualification is equivalent to a Foundation Degree and Higher National Diploma (HND) in academic terms.
CMI qualifications are available at different levels of depth and duration. Awards are the shortest and most concise qualification type. Certificates provide a broader base of knowledge and skills and take longer to complete. Diplomas provide a comprehensive and extensive program of learning and typically take the longest of to complete.
CMI qualifications do not require individuals to take any official exams. However, a series of assignments must be completed and assessed by CMI-qualified Tutors before a qualification can be awarded. These assignments are research-based and have specific requirements, including font size and structure, as well as word limits that vary depending on the award, certificate, diploma, or extended diploma, and the level of the qualification.
The Chartered Manager status is the epitome of professional recognition in the management and leadership field. It signifies a commitment to exceptional management skills and continuing professional development, as well as a demonstrated ability to deliver measurable impact. As the only professional body with a Royal Charter, the CMI is uniquely qualified to award this prestigious designation. As a Chartered Manager, you would be able to indicate the prestige of your qualification with the post-nominals ‘CMgr’ following your name on professional documents and platforms including LinkedIn, your CV, or your email signature. Those just starting their careers in management may be interested in Foundation Chartered Manager status, which recognises existing skills and knowledge and provides a pathway to full Chartered Manager status.
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Learn more by speaking to one of our consultants
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