The Institute of Customer Service

Today the law changes to further protect public-facing workers, inc those in customer service roles. Thanks @Matt_VickersMP for your support of the aims of our #servicewithrespect campaign

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Register for our upcoming Head to Head to hear our CEO Jo Causon speak to Maureen Beresford, Director, Financial Reporting Council. In 2020, Maureen became Head of Corporate Governance at the FRC, leading the 2024 Code review & introducing its annual governance reporting review.

Two weeks on from our #ICSConf26, we’re still reflecting on a day packed with insights, innovation & connection. From thought-provoking talks to practical strategies, our speakers inspired new ways to drive service excellence. What were your key highlights and takeaways? 👇

Find out more and book your place: instituteofcustomerservice.com/e/swrw-240426/

Sign up for our Service Wellbeing & Resilience Workshop this April. This practical session supports frontline service professionals to manage pressure, build resilience and sustain performance with tools that can immediately be applied in the workplace. Book your place 👇

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👏 Well done to the winner of our 'Customer Service Changemaker' Award - Jane Brine, Deputy Director, The Bereavement Services and Tax Credits, @HMRCgovuk. This category recognised individuals who had a demonstrable impact on the customer service offering of their organisation.

Read the full article here: instituteofcustomerservice.com/leading-throug…

Despite a more optimistic start to the year, the UK economy is once again navigating strong headwinds. For service-led organisations, this demands clear focus: agile decision-making & sound judgement will be key as leaders respond to evolving expectations & manage rising costs 👇

Last week, we opened #ICSConf26 by focusing on this year's theme: achieving growth through meaningful connections. As the conversations unfolded one thing became clear: brands prioritising human connection alongside innovation are the ones best positioned to grow, adapt & lead.

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🏆 Our #UKCSA26 recently brought together the best in the industry for an evening of recognition. Congratulations to @PetplanUK for winning this year’s ‘UKCSI - Most Improved’ award, which the team’s sustained focus, commitment & passion for delivering excellent CX.

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Strengthen your ability to lead high-performing service teams at our 'Foundations in Customer Service Management' certificate course. Designed for those building leadership capability, this programme covers service culture, team performance & service improvement. Sign up below👇

Last week’s #ICSConf26 brought together leaders from across sectors to explore a simple but powerful message: growth happens through connection. Thank you to everyone who joined us and contributed to such an insightful and energising day. What were your biggest takeaways? 👇

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Register for our upcoming Head to Head to hear from Liz Walker, COO at Unum. As CEO, Liz drives the strategic development of Unum’s broker servicing, claims and rehabilitation propositions to deliver the highest levels of service excellence to every customer. Sign up below👇

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Supporting teams to manage challenging customer interactions is essential for delivering great service. Our upcoming workshop helps service professionals build confidence and develop practical techniques for responding effectively. Secure your place below👇

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Tune in to hear from Maureen Beresford, Director at the Financial Reporting Council, as she shares insights from her work shaping the UK Corporate Governance Code and introducing the Wates Principles for large private companies. Register in the comments below👇