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Certified Service Excellence Manager

The Certified Service Excellence Manager is the senior credential in the pathway. It certifies that the holder can set service strategy, lead teams and drive service transformation across a function or organisation, verified through portfolio and a panel assessment.

What you receive

Printed certificate A4, with your name, a unique certificate number and the date of award.

Verifiable digital certificate A permanent public record, checkable by certificate number.

Soft Gold lapel pin Finished in soft gold, the metal of your level.

Digital badge For LinkedIn, your CV and your email signature.

Use of the CSEM letters Use CSEM after your name while your certificate is valid.

Who can apply

Satisfy any one of these routes in full, not both.

Experience route

At least 5 years of verifiable experience in customer service, customer experience or service delivery, of which a minimum of 2 years must be in a supervisory or management role.

or
Certification route

Hold a valid Certified Service Excellence Professional (CSEP) certificate, together with current responsibility for a team, function or service line.

Whichever route you use, you must also have a bachelor's degree from a recognised institution.

Evidence you must provide

  • A valid national ID or passport for identity verification.
  • A certified copy of your bachelor's degree, or a recognised equivalent.
  • A curriculum vitae covering the full period of experience you are claiming.
  • Written employer verification of your leadership responsibility, including team size or scope.
  • Two senior references, at least one from an executive or board-level sponsor.

Assessment

  • Pass an 80-question written examination with a minimum score of 75%.
  • Submit a service transformation portfolio covering a change you led end to end.
  • The portfolio must evidence strategy, stakeholder engagement, delivery and measured business outcome.
  • Defend the portfolio in a panel interview with two independent assessors.

Professional conduct

  • Sign the Trusted Rw Service Professional Code of Conduct.
  • Sign the additional leadership attestation on ethical treatment of staff and customers.
  • Declare any unresolved professional misconduct finding.

Maintaining your certification

  • The certificate is valid for 3 years from the date of award.
  • Complete 40 hours of continuing professional development per 3-year cycle, of which at least 10 must be leadership development.
  • Certificates can be verified publicly by anyone holding the certificate number.