CMI Level 5 Diploma in Management and Leadership

Customer Service Management

  • Optimise your potential as a novice or seasoned Customer Service Manager
  • Be counted amongst certified Chartered Management Institute (CMI) management & leadership professionals
  • Refine your management skills and establish yourself as an adept, outstanding Customer Service Manager
  • Qualify and validate your skills with the support of expert Tutors, Study Coaches, and Recruitment Advisors

    CMI Level 5 Diploma

    The CMI Level 5 Diploma in Management and Leadership: Customer Service Management is ideal for Operational, Divisional, Departmental, and Specialist Managers.

    This Diploma will further develop your skills in guiding and directing, monitoring team performance, supporting daily operations, and implementing effective customer service strategies.

    You can benefit from joining the majority of our students by following this Level 5 qualification with the CMI Level 7 Diploma in Strategic Management and Leadership Practice to validate your experience, knowledge, and skills after climbing the career ladder.

    Why study with us?

    • Stay motivated and manage your time effectively through regular one-to-one follow-ups with your certified Tutor and Study Coach
    • You have 24/7 access to your online courses, so you can study at your own pace and save on travel costs
    • Your official certification means that your experience is validated through industry-recognised material and highly valued in the UK (and the world!)
    • Your CV and LinkedIn profile will receive complete makeovers from your Recruitment Advisor to make sure you maximise your chances of securing rewarding opportunities
    • Career and recruitment support gives you advice on how to secure and succeed in job interviews, including mock interviews and exclusive interview preparation tailored toward your prospective company and role
    • Your expert Career Consultant will help you choose the right certification, and combine it with strategic guidance to make sure you achieve success in your professional journey

    Avoid the negative effects of making the wrong decision about your development journey, have an open Q&A with an expert. 

    What’s included?

    You are eligible for, subject to your package choice and support requirements:

    • Consultation with a Career Consultant to corroborate your course choice
    • Carefully selected CMI Level 5 study units aligned with Customer Service to ensure you gain the skills you require to succeed
    • Pre-marking and official marking for assignments to ensure you have the best chance possible at achieving success
    • Access to a full Support Team including a certified Tutor and Study Coach for assistance with study queries
    • CMI Membership with exclusive benefits
    • A professional, Management-oriented CV rewrite
    • A LinkedIn profile overhaul to maximise your new networking opportunities

    Certification: CMI Level 5 Diploma in Management and Leadership: Customer Service Management

    Vendor: Chartered Management Institute (CMI)

    Course prerequisite: There are no formal prerequisites to study this qualification

    Study time: 370 hours

    Certification requirements: You will need to complete all of the units in this Diploma to achieve a minimum of 37 credits (370 TQT hours).

    Certification details

    ITonlinelearning (provider number C10436701) is a CMI Approved Centre (AP), which means that this certification has been rigorously assessed and approved to meet industry standards.

    Accrediting body
    Since 1947, the Chartered Management Institute has empowered management and leadership professionals. The CMI upholds the highest standards of the profession and offers Chartered Manager Status through their Royal Charter, bringing together a global community of passionate & dedicated managers.

    Established in the aftermath of the Second World War, their mission was to help rebuild the UK by raising the quality and standard of management. CMI developed the first diploma in management, and they are still dedicated to improving management practice today.

    Chartered Manager Status
    If you have more than 3 years of experience in a professional management and leadership at this level and you opt to complete a Diploma, you are eligible for Chartered Manager Status! Once finalising your status, you can add the post-nominals ‘CMgr’ (Chartered Manager) after your name in your CV or LinkedIn profile to showcase this prestige (for example, John Smith CMgr).

    Foundation Chartered Manager Status is automatically awarded to those with a Certificate or Diploma at this level, so long as you have less than 3 years of management experience. Once obtaining Foundation Chartered Manager Status, you can add the post-nominals ‘fCMgr’ (Foundation Chartered Manager) after your name in your CV or LinkedIn profile to showcase this prestige (for example, John Smith fCMgr).

    Certification expiry
    Once you have completed your CMI qualification, it stays with you for life! You need not renew or re-certify once passing your assignments.

    We are an Accredited Training Organisation (ATO) for the UK’s most esteemed learning providers

    The Key to Your Success

    Your Expert Career Consultant has received extensive training in the solutions we offer, and they understand that making the wrong choice can have a negative impact on your career, and overall well-being. They’re here to: 

    • Get to know you, your goals, and your experience 
    • Help you through the best options for you
    • Make sure you choose the right path: financially, psychologically, and professionally. 

    Career and Progression Prospects

    Customer Service is used in a plethora of sectors, but here are a few roles you’re qualified to explore with this certification:

    Customer Service Manager

    Head of Customer Service

    Client Services Manager

    Operations Manager

    There are currently 36,553 Customer Service Manager jobs in the UK.
    Source: Adzuna

    CMI Membership

    Whether you’re an ambitious highflyer or at the start of your management journey, CMI offers a host of benefits to support you through your career journey:

    • Access to over 100,000 reliable and validated management and leadership resources
    • Mentorship by senior managers who are keen to share their knowledge and experience
    • A Career Development Centre with digital tools to support & boost your career prospects
    • Opportunity to attend CMI’s national and local events (both online and in your area)
    • CMI’s quarterly magazine including current trends in management with industry top tips
    • Access to a mental health platform that provides support for your emotional wellbeing
    • Regular updates via E-Newsletters straight to your inbox with the latest management news and ways to get involved.

    Support Options

    Premium Support will suit you if you are studying CMI for the first time and want to get the best results from the valuable time you spend studying, researching, and writing assignments.

    Standard Support might suit you if you have already completed a CMI qualification through us and don’t need the added support and services.


    *Students choice

    • Full Choice of Study Units
    • Official Assignment Marking
    • Study Coach and Mentor
    • CMI Tutor
    • Pre-Marking of Assignments
    • Career Services
    • CMI Membership
    • 12 Months’ Access


    • Prescribed Study Units
    • Official Assignment Marking
    • Limited Support
    • 8 Months’ Access

    Your Success is Assured

    Expert Career Consultants

    Our expert Career Consultants select qualifications that align perfectly with your aspirations by collaborating with you to identify your desired end-goal.

    Certified Tutors

    Our certified Tutors are there to assist you with course questions, exam queries, and revision so you have all the support you need to ace your exams.

    Study Coaches and Mentors

    Your Study Coach and Mentor is dedicated to guiding and supporting you throughout your journey by providing motivation, encouragement, and monitoring progress.

    Experienced Recruitment Advisors

    Your Recruitment Advisor will provide you with the tools you need to succeed, like an industry-oriented CV, Linkedin profile overhaul, and exclusive resources.

    What You Will Learn

    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.

    View Our Success Stories

    Our TrustScore maintains a steady rating of 4.9 out of 5 stars for excellent service, but don’t take our word for it.

    Projecting Your Salary

    We want to help you achieve the best outcome in your studies so that you can flourish in your selected development pathway.

    £36.6K /

    per year

    Customer Service Manager

    £41.5K /

    per year

    Client Services Manager

    £48.2K /

    per year

    Head of Customer Service

    Why Choose ITonlinelearning?

    Customer-Approved Service since 2007

    You will benefit from our perfected learning & development formula by enjoying support that forms the crux of our values and mission. Our TrustScore of 4.9 has remained consistent with thousands of 5-star reviews, so we’re happy to report that our customers agree.

    An Endorsed Qualification & Reputation

    When we say accredited, we mean that official experts from our licensed organisations have evaluated and approved our training material to ensure it meets their refined standards. These qualifications thus make you a credible and reliable professional.

    Tailored Advice & Consulting

    There is no one-size-fits-all approach to achieving personal and professional goals. You deserve career consulting and employability advice tailored toward your specific skills, experience, and aspirations – luckily, this is our forte.

    Full Student Success Team

    To drive your success forward to the finishing line of your goals, our team comprises of professionals available at the press of a button to provide clarity on questions you have regarding your exam booking and preparation, portal and logins, assignments, as well as quizzes. You can also access one-to-one Tutor and Mentor Support so that your queries can be resolved swiftly and comprehensively. Our Tutors are experienced and certified in their fields, too!

    Bolster Your Income Potential & Job Security

    Your certification will provide you with a significant competitive advantage by validating your skills and knowledge – with that, you can either contribute toward your current company or grow in another one.

    Finance that suits your lifestyle

    You shouldn’t have to sacrifice your lifestyle in order to advance your skills. With your development at the forefront of our mission, we have personalised financing options so that you can live comfortably whilst investing in your future.

    Validate Your Expertise

    Hard work pays off: you will receive a certificate accredited by the prestigious, globally recognised Chartered Management Institute once you have completed this qualification. This certificate is a testament to your skills and is highly regarded in the UK.

    Browse Our Digital Shelves for Related Courses


    CMI Level 5 Diploma in Management & Leadership: Customer Service Management
    Frequently Asked Questions

    You have questions, and we have all the answers

    The Level 5 CMI Diploma in Management and Leadership: Customer Service Management is intended for Managers and Customer Service Managers looking to drive better customer service, improve results, maximise team skills, manage change and conflict better, and manage equality, diversity, and inclusion.

    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.