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Course overview
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.
Job outcomes
- Customer Service Manager
- Head of Customer Service
- Client Services Manager
- Operations Manager
Recognition
Study method
- Online
- Blended
- In-class
Awards
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Duration study load
- 370 hours
Entry requirements
There are no formal prerequisites to study this qualification
Course features
- 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*
*Value-added service that can be added at an additional cost
Assessment
You will need to complete all of the units in this Diploma to achieve a minimum of 37 credits (370 TQT hours).
FAQs
Who is CMI Level 5 made for?
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.
What is CMI Level 5 equivalent to academically?
The Level 5 CMI qualification is equivalent to a Foundation Degree and Higher National Diploma (HND) in academic terms.
What’s the difference between the Award, Certificate, and Diploma?
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.
What is the method of assessment for the CMI qualifications?
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.
What is Chartered Manager Status?
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.
Subjects
To achieve the CMI Level 5 in Management and Leadership: Customer Service Management Diploma, you will need to complete all of the 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 underperformance 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.
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