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.
Licensing/Regulatory Information
No licensing, legislative or certification requirements apply to this qualification at the time of publication.
These are the outcomes of graduates surveyed six months after completing their training for Certificate IV in Customer Engagement
For more information about financial support and subsidies for training, please refer to the Financial assistance page
Total number of units = 13
3 core units plus
10 elective units, of which:
Elective units must be relevant to the work environment and the qualification, maintain the integrity of the AQF alignment and contribute to a valid, industry-supported vocational outcome.
Core Units
BSBCUS401 Coordinate implementation of customer service strategies
BSBLED401 Develop teams and individuals
BSBWHS401 Implement and monitor WHS policies, procedures and programs to meet legislative requirements
Elective Units
Group A
BSBCUE403 Schedule customer engagement activity
BSBCUE404 Collect, analyse and record information
BSBCUE405 Survey stakeholders to gather and record information
BSBCUE406 Run a multicentre
BSBCUE407 Administer customer engagement technology
BSBCUS402 Address customer needs
BSBCUS403 Implement customer service standards
BSBMGT401 Show leadership in the workplace
BSBMKG419 Analyse consumer behaviour
BSBWOR403 Manage stress in the workplace
Group B
BSBCOM401 Organise and monitor the operation of compliance management system
BSBCOM402 Implement processes for the management of a breach in compliance requirements
BSBCOM403 Provide education and training on compliance requirements and systems
BSBCOM404 Promote and liaise on compliance requirements, systems and related issues
BSBHRM405 Support the recruitment, selection and induction of staff
BSBINM401 Implement workplace information system
BSBINN301 Promote innovation in a team environment
BSBLDR402 Lead effective workplace relationships
BSBLED501 Develop a workplace learning environment
BSBMGT402 Implement operational plan
BSBMGT403 Implement continuous improvement
BSBMGT405 Provide personal leadership
BSBPMG411 Apply project quality management techniques
BSBPMG415 Apply project risk management techniques
BSBPMG522 Undertake project work
BSBRES401 Analyse and present research information
BSBSLS501 Develop a sales plan
BSBSLS502 Lead and manage a sales team
BSBSUS401 Implement and monitor environmentally sustainable work practices
CHCINM001 Meet statutory and organisation information requirements
ICTSAS305 Provide ICT advice to clients
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This organisation only provides assessment services for this course
For more information about this provider’s delivery of , please contact the training provider directly.
Provider code:
Course length:
Study mode:
Course available as an Australian Apprenticeship
or Traineeship
Course and additional fees information
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Online (training available online or via
email submission)
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This provider has not supplied specific information about their delivery of Please contact them below for further details |
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This training organisation provides:
Delivery and assessment services.
Assessment only services.
Courses of study through Australian
Apprenticeships and Traineeships.
Recognition for prior learning.
Financial assistance via VET Student Loans.
Training provider type
Registration status
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This training provider offers courses in the following delivery modes:
The following facilities are required at the training site:
Offsite training is avaliable in the following locations:
Within a radius of Km from
Limited to the following cities:
Limited to the following postcodes:
Online (training available online or via
email submission)
Distance (training available via correspondence)
Attendance required (training includes some
fixed-time online lectures or fixed time class components)
Fixed submission dates (assessment pieces
have set submission dates)
Self-paced (training has no set class times
of set submission dates)
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This RTO can offer VET Student Loans for certain approved courses. A VET Student Loan is a capped loan from the Australian Government to help you pay your tuition fees. Your initial loan debt amount (loan and loan fee, if applicable), plus indexation, must be paid back once you start earning over a certain amount. The amount for the 2016-2017 income year is $54,869.
For more information, visit the Department of Education and Training or StudyAssist.
These are the outcomes of graduates surveyed six months after completing their training for Certificate IV in Customer Engagement
Hospitality, Retail and Service Managers
Of those employed after training, were in the same occupation as their course.
| Destination after training |
This course |
Similar courses |
All Certificate IV courses |
|---|---|---|---|
| Employed or in further study after training (%) | 96.2 | 89.3 | 91.4 |
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Employment outcomes:
Employed (%)
Full-time (%)
Part-time (%)
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96.2
76.9
19.2
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82.9
59.4
23.4
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84.2
55.2
28.7
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Further study outcomes:
Enrolled at University (%)
Enrolled at TAFE (%)
Enrolled at Other provider (%)
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-
5.3*
11.5
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6.9
7.8
13.8
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7.7
8.5
15.4
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| Satisfied with the training (%) | 84.7 | 86.3 | 85.6 |
| Received job-related benefits from training (%) | 42.6 | 60.9 | 62.4 |
| Received personal benefits from training (%) | 82.7 | 90.9 | 90.8 |
| Achieved main reason for undertaking training (%) | 83.3 | 82.7 | 84.7 |
| Recommend the training to other (%) | 90.2 | 90.3 | 90.4 |
| Employment status |
This course |
Similar courses |
All Certificate IV courses |
|---|---|---|---|
| Median salary (Full-time) ($) | - | 46 800 | 52 100 |
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Top Occupations (%):
Clerical and Administrative Workers
Community and Personal Service Workers
Managers
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51.2
14.4
11.2*
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33.9
17
13.9
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22.4
20.5
16.7
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Top Industries (%):
Health Care and Social Assistance
Financial and Insurance Services
Retail Trade
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30.3
16.4
9.0*
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13.2
12.3
10.5
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21.1
11.6
10.9
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| Employment status |
This course |
Similar courses |
All Certificate IV courses |
|---|---|---|---|
| Employed after training (%) | - | 90.9 | 91.8 |
| Median salary (Employed full-time) ($) | - | 46 900 | 52 200 |
| Enrolled in further study (%) | - | 28 | 30 |
| Satisfied with the training (%) | - | 86.6 | 85.5 |
| Achieved main reason for undertaking training (%) | - | 87 | 87.2 |
| Employment status |
This course |
Similar courses |
All Certificate IV courses |
|---|---|---|---|
| Employed after training (%) | - | 49.5 | 47.1 |
| Median salary (Employed full-time) ($) | - | 44 700 | 44 400 |
| Enrolled in further study (%) | 19.1 | 31.1 | 39.3 |
| Satisfied with the training (%) | - | 86 | 86.8 |
| Achieved main reason for undertaking training (%) | - | 66.5 | 73.3 |
Please Note:
All statistics are supplied by the National Centre for Vocational Education Research.
* The estimate has a relative standard error greater than 25% and therefore should
be used with caution.
** NCVER does not report on estimates based on less than 5 respondents because the
estimates are unreliable.
For more information, please refer to the Statistics
Explained page.
| Stream | Certificate II | Certificate III | Certificate IV | Diploma | Advanced Diploma |
|---|---|---|---|---|---|
| Customer Engagement |
| Stream | Certificate II | Certificate III | Certificate IV | Diploma | Advanced Diploma |
|---|---|---|---|---|---|
| Business, Business Administration and Sales | |||||
| Leadership & Management | |||||
| Legal and Conveyancing | |||||
| Medical | |||||
| Small Business and Franchising | |||||
| Education | |||||
| International Trade | |||||
| Advertising | |||||
| Marketing & Communication | |||||
| Purchasing | |||||
| Recordkeeping | |||||
| Project Management | |||||
| Human Resources and Work Health & Safety | |||||
| Governance | |||||
| Quality Auditing | |||||
| International Education | |||||
| Library & Information Services | |||||
| Environmental Management |
Note: Information provided as a guide only. Chart developed by the Australian Apprenticeships & Traineeships Information Service (aatinfo.com.au). Information in this chart may be reproduced with acknowledgement of its source: "The Australian Apprenticeships & Traineeships Information Service (aapathways.com.au/jpc) funded by the Australian Government Department of Education and Training".
