Higher Diploma in Customer Service Excellence
Course Overview
The Higher Diploma in Customer Service Excellence is a UK Level 5 qualification running 15 to 18 months, with structured articulation into a UK Bachelor's top-up. It is aligned with Institute of Hospitality, HOSPA and UKHospitality practitioner standards, and gives hospitality supervisors and standards leads the discipline to design and lead structured customer service excellence programmes.
By graduation, students are running service excellence programmes across hotel, restaurant and event environments, coaching teams through service recovery and personalisation, and completing a supervised workplace or capstone project set against a live customer service brief.
Key Features
- Level 5 modules aligned with Institute of Hospitality and HOSPA practitioner standards.
- Applied workshops on service design, guest journey mapping and personalisation.
- Case studies from luxury London hotels, restaurants and event operators.
- Credit transfer confirmed in writing into a UK Bachelor's top-up.
- Named programme-tutor support from working service excellence leads.
- Workplace or capstone project supervised by industry-active tutors.
What You Will Learn
- Map a guest journey across pre-arrival, arrival, in-house and departure phases.
- Design service standards, SOPs and micro-moments of delight.
- Run service recovery frameworks across acknowledgement and resolution.
- Coach teams through personalisation, active listening and empathy.
- Configure guest voice and review programmes.
- Design customer service training programmes.
- Analyse customer service data and act on satisfaction trends.
- Deliver a workplace or capstone project for a live service brief.
Who This Course Is For
- Hospitality supervisors targeting customer service manager roles.
- Standards leads professionalising their service excellence practice.
- Hotel and restaurant duty managers moving into structured service leadership.
- International practitioners seeking a UK Level 5 customer service credential.
Career Pathways
- Customer Service Manager (Hospitality)
- Guest Relations Manager
- Brand Standards Lead
- Front Office Manager
- Duty Manager
- Guest Experience Director
- Hospitality Programme Manager
The LSCAHM careers service partners with luxury London hotels, restaurant companies and hospitality standards consultancies to open interviews for customer service excellence roles.
Entry Requirements
- A relevant Diploma (Level 4) in hospitality or business, an Advanced Diploma or comparable qualification.
- GCSE English at grade 4/C and Mathematics at grade 4/C or equivalent.
- IELTS 6.0 overall (no band below 5.5) for non-native English speakers.
- One academic or professional reference.
- Working professionals moving from front office, host or F&B supervisor roles are welcomed.
Why Study at LSCAHM
The London School of Culinary Arts and Hospitality Management is a specialist division of Harold International College of London teaching in small, tutor-visible cohorts. LSCAHM reads culinary arts, hospitality management, tourism, events and food business as interlocking disciplines, which trains customer service leaders to design across every department a guest touches.
Central London places luxury hotel groups, HOSPA, the Institute of Hospitality and UKHospitality within a short tube ride of every classroom, and three parallel study modes let working service leads complete the Higher Diploma without leaving employment.
Apply for Higher Diploma in Customer Service Excellence
Complete a Higher Diploma at LSCAHM and articulate into a UK Bachelor's top-up in the same discipline. Credit transfer is confirmed at enrolment, admissions responds within one working day, and your programme tutor is named before induction. Enrol Now
