This qualification reflects the role of individuals with excellent communication and interpersonal skills who undertake complex customer interactions, often as a team leader and with significant authority to delegate.
Duties at this level are varied and may include responding to complex customer requests handling complaints, coaching staff and completing related administrative tasks
The following occupations relate to this qualification.
Customer Service Officers deal with the relationship between a company and its clients. They ensure client needs are met, answer queries, and provide a point of contact within an organisation. They may manage a team of Customer Service Representatives. They resolve complaints and act as mediators in disputes, or direct complainants to the correct department.
Customer Service Representatives provide advice and assistance to clients, and collect and input client data. They respond to telephone, written or face-to-face enquiries; resolve complaints; and promote and sell goods and services. They may work for a variety of businesses, including utility companies, financial organisations, or directory assistance services.
Distribution Centre Managers coordinate the flow of goods into and out of a distribution centre, optimising stock levels and ensuring that customers receive the right goods at the right time. Their duties include managing staff, tracking products and using complex software.
Sales Agents carry out basic and administrative duties associated with the commercial relationships between vendors and buyers. They help to produce business plans, analyse trends and data, and ensure the vendor-buyer relationship is healthy and profitable.
Sales Assistants interact with customers, perform stock control and housekeeping duties, operate point of sale equipment and balance the register. They may work in retail or wholesale operations, or specialise in a specific industry such as clothing, footwear, bakery, news agency, electrical and white-goods, supermarkets, department stores, etc.
Sales Team Managers oversee the operations of a sales team. They build effective working relationships within their team; implement operational plans and ensure targets are met; oversee customer service delivery; promote products and services; and provide resources, guidance and information to team members.
Frontline Sales Managers are first line managers working in small wholesale, retail or franchise operations, or in sections or departments within larger stores. They are usually responsible for inventory and stock control, employee relations, customer interaction, marketing and business management at the 'shop front' level.
This course aims to provide participants with the foundation of leadership and management skills needed to operate as a supervisor, workplace coordinator or team leader role in a wide range of industries that have direct customer contact.
|Qualification Certificate IV in Customer Engagement|
|National course code BSB40315|
|Accreditation Tactical Training Group|
|Recognition Nationally Recognised Certificate - meets AQF standards (What's this?)|
|Duration Self paced, minimum of 6 -12 months|
|Study mode On-site|
Total Units: 13
3 Core Units plus 10 Elective Units
This unit describes the skills and knowledge required to implement and monitor an organisation’s work health and safety (WHS) policies, procedures and programs in the relevant work area in order to meet legislative requirements.
It applies to individuals with supervisory responsibilities for implementing and monitoring the organisation’s WHS policies, procedures and programs in a work area. These individuals have a broad knowledge of WHS policies and contribute well developed skills in creating solutions to unpredictable problems through analysis and evaluation of information from a variety of sources. They provide supervision and guidance to others and have limited responsibility for the output of others.
Core Unit | Code: BSBWHS401
This unit describes the skills and knowledge required to execute tasks associated with the recruitment cycle and apply in-depth knowledge of the work of the organisation, and how recruitment and selection practices fit with other human resources functions.
This unit applies to individuals who support recruitment, selection and induction functions under the direction of a human resource manager.
This unit defines skills, knowledge and outcomes required to use leadership to promote team cohesion. It includes motivating, mentoring, coaching and developing the team and forming the bridge between the management of the organisation and team members.
This unit applies to team leaders, supervisors and new or emerging managers where leadership plays a role in developing and maintaining effective workplace relationships. It applies in any industry or community context.
At this level work will normally be carried out within routine and non-routine methods and procedures, which require planning and evaluation and leadership and guidance of others.
This unit describes the skills and knowledge required to be an effective and proactive member of an innovative team.
It applies to individuals who play a proactive role in demonstrating, encouraging or supporting innovation in a team environment. The individual may be a team participant or a team leader. Teams may be formal or informal and may comprise a range of personnel.
This unit describes the skills and knowledge required to lead teams and individuals by modelling high standards of conduct to reflect the organisation’s standards and values.
It applies to individuals who are making the transition from being a team member to taking responsibility for the work and performance of others and providing the first level of leadership within the organisation. These managers have a strong influence on the work culture, values and ethics of the teams they supervise.
This unit describes the skills and knowledge required to determine individual and team development needs and to facilitate the development of the workgroup.
It applies to individuals with a broad knowledge of learning and development who apply their skills in addressing development needs to meet team objectives. They may have responsibility to provide guidance or to delegate aspects of tasks to others.
Core Unit | Code: BSBLED401
This unit describes the skills and knowledge required to encourage and support the development of a learning environment in which work and learning come together. Particular emphasis is on the development of strategies to facilitate and promote learning and to monitor and improve learning performance.
It applies to individuals who have a prominent role in encouraging, supporting and facilitating the development of a learning environment in which work and learning come together.
At this level work will normally be carried out within complex and diverse methods and procedures, which require the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies.
This unit describes the skills and knowledge required to advise, carry out and evaluate customer service strategies.
It applies to individuals who have well developed skills and a broad knowledge of customer service strategies for addressing customer needs and problems, and who may provide guidance or delegate work related tasks to others.
Core Unit | Code: BSBCUS401
This unit describes the skills and knowledge required to manage an ongoing relationship with a customer over a period of time. This includes helping customers articulate their needs and managing networks to ensure customer needs are addressed.
It applies to individuals who are expected to have detailed product knowledge in order to recommend customised solutions. In this role, individuals would be expected to apply organisational procedures and be aware of, and apply as appropriate, broader factors involving ethics, industry practice and relevant government policies and regulations.
This unit describes the skills and knowledge required to contribute to quality customer service standards within an organisation.
It applies to individuals who may be frontline managers, team leaders or supervisors who have responsibility for ensuring that customer service systems and customer service standards are implemented.
This unit describes the skills and knowledge required to manage, program, monitor and rectify potentially complex problems with telecommunications technology and improve functioning of multichannel equipment.
It applies to individuals who need to solve a defined range of unpredictable problems, analyse and evaluate information from a variety of sources, and who may provide leadership and guidance to others with some limited responsibility for the output of others.
This unit describes the skills and knowledge required to implement the operational plan by monitoring and adjusting operational performance, planning and acquiring resources and providing reports on performance as required.
It applies to individuals who plan activities to achieve the measurable, stated objectives of the team and the organisation. At this level work will normally be carried out within routine and non-routine methods and procedures which require planning, evaluation, leadership and guidance of others.
This unit describes the skills and knowledge required to implement the organisation’s continuous improvement systems and processes. It covers using systems and strategies to actively encourage the team to participate in the process, monitoring and reviewing performance, and identifying opportunities for further improvements.
It applies to managers who have an active role in implementing the continuous improvement process to achieve the organisation’s objectives. Their position is closely associated with the creation and delivery of products and services which means that they have an important role in influencing the ongoing development of the organisation.
At this level, work will normally be carried out within routine and non-routine methods and procedures, which require planning, evaluation, leadership and guidance of others.
- Customer contact
- Leadership and management
- Risk Management
- Learning and Development
- IT use
- Relationship Management
- Interpersonal Communication
Who is this course for?
This qualification provides a pathway to work in an operational capacity as a supervisor of frontline workers in a range of industry sectors.
What are the entry requirements?
There are no entry requirements for this qualification, however, there are preferred entry pathways for candidates considering this qualification.
Can I get Recognition of Prior Learning? (RPL)
Yes, skills and qualifications you already have may count towards your qualification.
What are the pathways into the qualification?
BSB30215 Certificate III in Customer engagement or other relevant qualifications
with vocational experience in a supervisory role but no formal qualification
What are the pathways from the qualification?
After achieving BSB40315 Certificate IV in Customer engagement, individuals could progress to BSB50315 Diploma of Customer Engagement, BSB51915 Diploma of Leadership and Management, or to Diploma qualifications in other service industry fields.
What are the outcomes?
This course is accredited under the Australian Quality Training Framework (AQTF), Australian Skills Quality Authority (ASQA).
Upon successful completion of this course, participants will receive a nationally recognised qualification, BSB40315 Certificate IV in Customer Engagement.
What are the course requirements?
What you'll need.
In order to successfully enrol in this course, you must have a level of proficiency in written English, allowing you to engage in the course materials and content and ensuring you can undertake the variety of assessments.
The following industries relate to this qualification.
This sector covers the provision of services to customers before, during and after a purchase.
This sector covers the activities necessary for the effective operation of a business. For qualifications relating to this industry, use the headings Advertising and Marketing, Business Administration, Commerce, Customer Service, Financial Services, Industrial Relations, Legal Administration, or Small Business.
We offer subsidised training in the following highlighted states and territories
Your investment in skilling your staff through training may also bring with it a number of State and Australian Government financial incentives.
Financial incentives you may be eligible for include:
- Australian Government standard Commencement and Completion Incentives ranging from $750
to over $4,000
- Training award pay rates (if required)
- Exemption or rebates from payroll tax (where applicable)
- Exemption of apprentice’s wages from workers compensation premium calculations (NSW apprentices)
- Extra incentives to assist in the employment of under-represented groups such as
- Apprentices or trainees with a disability, mature age, school-based and Indigenous
- A number of extra incentives which are available for certain areas or qualifications
Note Incentives are dependent on meeting eligibility criteria.
Contact Allara Leaning on 1300 772 724 to discuss your eligibility for incentives.
|Apprenticeships (First Year)||$350||$0|
|Apprenticeships (Each subsequent year)||$600||$0|
Recognition of prior learning (RPL)
Fees for RPL applications are calculated on a case by case basis and may be reduced due to credit transfer. The base price for RPL applications is:
- Certificate II to Certificate IV qualifications $1,500^
- Diploma to Advanced Diploma qualifications $2,000^