CILEx Level 6 Unit 22 Client Care Skills

This course will improve your customer care skills in the context of a legal environment. By completing the CILEx Level 6 Client Care Skills unit you will acquire essential business skills in telephone negotiation and complaints management. The course teaches you how to prepare for negotiation and introduces the BATNA theory (best alternative to a negotiated agreement). It is written to deliver the CILEx syllabus, and is republished annually to ensure the content is up to date.

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£785 incl. VAT

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Who is the course for?

This course is relevant:

It is also a standalone CILEx Level 6 Single Subject Certificate.

The course covers best practice in client care matters and focuses on negotiation skills, teaching you methods to ensure that you get the very best outcomes for your clients, as well as on complaints handling.

At a glance

What is the course content?

The content of the course is designed to deliver knowledge of the CILEx syllabus. A key element of the course materials is the printed course manual which accompanies the online course materials (see How our CILEx course work).

Tables of contents and sample pages from the most recent edition of this manual are available below. These are updated as the new editions become available.

Induction day

Attendance at an induction is included as part of this course. The induction provides details on your course, with activities on timetabling and how to answer different styles of question. It will give you a great starting point to get the most out of distance learning.

We offer separate tailored induction days for CILEx Level 6 Professional Higher Diploma in Law & Practice students and CILEx Graduate Fast-track Diploma students.

Essential course information

In addition to the overview below, you can find further information on the How our CILEx courses work page.

This course is delivered by supported distance learning, with on-line, face-to-face and telephone support. There are no fixed enrolment dates so you can enrol at any time of year. The course is valid for fifteen months and you need to complete all the coursework within this period.

This unit will typically take 70 hours to complete including studying and preparing your written assignment. You can decide how you will allocate that time according to your other commitments. There will be at least two exam sessions (January and June each year) within the period of duration of your course, and you can select which you wish to aim for.

This course is set at Honours Degree standard.

For further information on the course resources please visit the How our CILEx courses work page.

The method of assessment for this professional skills course is a written assignment of tasks set by CILEx and assessed by CILEx Law School according to assessment criteria set by CILEx.

Please see the CILEx information section below for information on exam key dates and deadlines.

The professional skills units (Client Care and Legal Research) are assessed by coursework, which takes the form of an assignment set by CILEx: ‘the Assessed Assignment’. There is no exam. Your Assessed Assignment is marked by CILEx Law School and then moderated by CILEx. Once you have received a provisional pass on your Assessed Assignment from CILEx Law School you will register with CILEx for your Assignment to be considered for the next available exam session, so that your results can be included in the results for that session. You need to pay an assessment fee in order for CILEx to include your Assignment in its moderation procedures for a particular exam session. Administrative arrangements are explained in your Handbook. The following timelines give you an indication of the calendar of events for this course:

  • Enrolments between December and June
    • Earliest possible CILEx exam session: the following January
    • Initial CLS internal submission for that session: any time before the August deadline (July for Legal Research)
  • Enrolments between July and November
    • Earliest possible exam session: June
    • Initial CLS internal submission for that session: any time before the February deadline

There are no formal entry requirements for CILEx Level 6 courses and qualifications. However, if you are following the Chartered Legal Executive training route, you will need to have completed (or be close to completing) your CILEx Level 3 Professional Diploma in Law and Practice.

If you hold a qualifying law degree, you can use this course towards the CILEx Graduate Fast-track Diploma. You should contact CILEx prior to enrolling to confirm that you hold a recognised qualification.

It is possible to enrol on a Level 6 subject for a specialist knowledge without being, or intending to become, a CILEx member. Non-members taking Level 6 courses as Single Subject Certificates should have substantial experience in the sphere of law relevant to the their chosen subject or qualifications at GCSE, A-level standard or above. We strongly recommend that you should have studied at least at CILEx Level 3, or have a law degree, before enrolling on Level 6 as your first CILEx course.

Please note that in addition to the course fees, you will also incur additional costs:

  • It is necessary to become a member of CILEx in order to sit a CILEx exam, unless you are studying only for a Level 6 Single Subject Certificate. Please see the ‘CILEx information’ section below.
  • You will incur examination fees, which are set by CILEx. Please see the ‘CILEx information’ section below.
  • Our professional skills courses include face-to-face workshops. We charge a £10 administration fee at the time of booking.
  • Travel costs to attend face-to-face teaching sessions.

CILEx information

The Chartered Institute of Legal Executives (CILEx) is the CILEx membership body. You will deal with CILEx in matters relating to exams registration, locations and fees, as well as those relating to your CILEx membership (which is required unless you are sitting a single CILEx Level 6 unit).

Below you will find information on fees relating to membership and exams, as well as exam key dates and deadlines set by CILEx.

If you elect to become a member of the Chartered Institute of Legal Executives (CILEx), the grade of member depends on your current status:

You must register as a member with the Chartered Institute of Legal Executives (CILEx), and pay the annual membership fee, to be eligible to enter the exam. There is one exception, which is if you are studying for a Level 6 Single Subject Certificate. The amount payable depends on the relevant membership level.

The CILEx subscription year runs from 1 January to 31 December each year. Depending on when you join during the membership year the membership fee will be calculated on a pro-rata basis from the date of registration to 31 December.

Exams are held in January and June every year. When you enrol with us on a course we do not specify which exam session you should register for, as our courses are designed to offer maximum flexibility. You may have a lot of available time and wish to enter the first available exam, or you may need to use the full period of your course if you are fitting your studies around many other commitments. If you would like advice on which exam session to aim for, and how to use the exam sessions to spread your academic workload across the year, please contact us.

Each CILEx law and practice unit is examined by an unseen exam. The skills units, Client Care and Legal Research, are assessed by written assignment. An exam fee is payable for each exam you enter.

Payment options

We offer a number of payment options so you can select the one which works best for you.

Online. Enrol now by clicking on ‘Buy online’ at the top of this page and following the checkout process.

By BACS. Download and complete the application form at the top of this page and email it to for further instructions. Payment can be made by card or cheque. An instalment option is available if paying by BACS. See the application form for details.

Payment by your employer or a third party. If your employer or a third party is paying your fees please download and complete the application form at the top of this page and email it to for further instructions. The instalment option is not available.

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