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
  • This field is for validation purposes and should be left unchanged.

    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).

    *Value-added service that can be added at an additional cost

    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.

    Choosing Us for Your CMI Training Means

    Full Choice of CMI Study Units

    You get access to the widest selection of Study Units available directly from the CMI to tailor a study programme that best suits you and your career.

    Draft Checking & 1 Free Re-take

    Over and above your official assignment submission to the CMI that results in a pass or refer outcome, our in-house CMI Tutor and Study Coach checks your assignment draft. We review your assignment to give you feedback on the subject matter, provide you with advice, and ensure you are aware of any areas that need improvement – all to maximise your chances of getting a pass on the first try! Plus, you’re eligible for one free retake for each assignment.

    CMI Study Coach and Mentor

    You will have access to a CMI Study Coach and Mentor to keep you on track with your studies, provide you with study support, and help ensure you complete your studies successfully. Learners just like you regularly highlight the value of having a Study Coach and Mentor (in their learner surveys) in terms of helping them successfully achieve their qualifications in the most effective way.

    Career Services

    Your personal, specialist Recruitment Advisor will provide you with a professional CV review, LinkedIn profile overhaul, interview support, and career coaching so that you can fully utilise the new networking opportunities you have access to!

    CMI Membership

    You will gain exclusive access to the CMI so that you can benefit from continued professional development (CPD), career tools, webinars, articles, events, and networking with other CMI professionals!


    With ITonlinelearning, you get 12 months’ unlimited access to your course – so you can access CMI’s Management Diagnostics Tool, Knowledge & Insights Hub, Events & Webinars, CPD Record, Mentoring, Management Direct, Career Development Centre, and Qwell Mental Health Support. 

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

    Why Choose CMI?

    UK-Endorsed Accreditation

    Hard work pays off: you’ll receive a certificate accredited by the prestigious, globally recognised Chartered Management Institute once you have completed this qualification: a highly regarded testament to your skills.

    Improved Career Prospects

    A whopping 80% of Managers said that gaining a CMI qualification is a key element of becoming a professional manager!

    You Get Post-Nominals

    Want to command the highest esteem as a qualified Management Professional? Do you want to add the renowned “CMgr” post-nominals after your name to showcase your prestige? With CMI, you can!

    Helping You Help Your Team

    About 79% of CMI qualification holders confirmed that their new skills have increased overall team performance – which is great if you’re looking to increase your salary on an individual- and team-basis.

    Assignment-Based Qualifications

    Did you know that assignment-based assessment yields better results than examinations, likely because of the lack of feedback in exam-based qualifications? Well, CMI qualifications are assessed purely through assignment completion.

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

    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.

    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

    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.

    View Our Success Stories

    Our TrustScore maintains a steady rating of 4.8 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

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    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.