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Certificate IV in Customer Engagement

BSB40315
Average Course Fee: $2300
Average Duration: 1 Year

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

84.7%

Satisfied with the training
42.6%

Received job-related
benefits from training
Customer Service Manager ( ANZSCO code 149212)
Expected job openings
Expected job openings are: average Low Below average Average Above average High
Average
37,000 persons were employed as Call, Contact Centre & Customer Service Managers in 2015. Job openings over the next 5 years are expected to be between 10,001 and 25,000.
Average weekly full time earnings
Average weekly full time earnings are: average Low Below average Average Above average High
Average
Average weekly full time earnings before tax for Call, Contact Centre & Customer Service Managers in 2014 are: $1,184. Average earnings for all occupations are: $1,200
Source: Department of Employment. For full details on Call, Contact Centre & Customer Service Managers visit Job Outlook
This qualification is available as an Australian Apprenticeship in the states and territories shown by blue colouring in the table below.

  1. ACT
  2. NSW
  3. NT
  4. QLD
  5. SA
  6. TAS
  7. VIC
For more information on apprenticeship pathways, please visit this course on aapathways.com.au
This course may be subsidised in the following state and territories

  1. ACT
  2. NSW
  3. NT
  4. QLD
  5. SA
  6. TAS
  7. VIC

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:

  • 4 units must be from Group A elective units below
  • 6 units may be from Group A or Group B elective units, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course
  • If not listed, up to 2 units may be from a Certificate III level qualification.
  • 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

    Read More

    Find a course unit



    The following occupations relate to this qualification.

    Analyst
    Call Centre Analyst
    Call Centre Scheduler
    Call Centre Team Leader
    Customer Service Team Leader
    Sales Team Manager
    Scheduler
    The following industry sectors relate to this qualification.

    Advertising and Marketing
    Business Administration
    Business Services
    Customer Service
    Government Administration
    Human Resource Management
    Local Government
    Local Government Administration
    Retail Management
    Retail Services
    Services Industry



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    Training Provider Comparison

    Course summary
    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
    Course fees
    Duration
    Online delivery

    Online (training available online or via email submission)

    This provider has not supplied specific information about their delivery of

    Please contact them below for further details

    ENQUIRE NOW

    Training provider summary
    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
    Subsidies
    This training provider is authorised to deliver subsidised courses in the following states and territories
    1. ACT
      ACT
    2. NSW
      NSW
    3. NT
      NT
    4. QLD
      QLD
    5. SA
      SA
    6. TAS
      TAS
    7. VIC
      VIC
    8. WA
      WA
    Training options
    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)

    Facilities
    Services
    Name
    Phone
    Fax
    Email
    Address
    Training organisation website
    Course enrolment webpage
    APPLY FOR THIS COURSE

    RTO Code: | Type: | Operating since
    Course fee: not provided
    Subsidies available
    VET Student Loan eligible
    Duration: not provided
    Available online
    This organisation only provides assessment services for this course
    *Information is provided by the RTO, no warranty is given by the Commonwealth as to the accuracy or reliability of the information.

    Course always available

    The following facilities are required at the training site:

    Offsite training is avaliable in the following locations:
    Within a radius of deliveryItem.Radius 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)

    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.


    Contact information
    Name
    Phone
    Fax
    Address
    Training organisation website Campus website
    Student outcomes for Certificate IV in Customer Engagement

    These are the outcomes of graduates surveyed six months after completing their training for Certificate IV in Customer Engagement

    Data not available for this course
    Managers
    16 %

    Hospitality, Retail and Service Managers

    Of those employed after training, were in the same occupation as their course.
    Clerical and Administrative Workers
    51.2%
    Clerical and Administrative Workers
    Community and Personal Service Workers
    14.4%
    Community and Personal Service Workers
    Managers
    11.2*%
    Managers
    Median salary of those employed in their first full-time job
    (includes those employed prior to training)

    $46,800

    $52,100


    Destination
    after training
    This
    course
    Similar
    courses
    All Certificate IV courses
    Employed or in further study after training (%) 96.2 89.3 91.4
    Employment outcomes:
    Employed (%)
    Full-time (%)
    Part-time (%)
     
    96.2
    76.9
    19.2
     
    82.9
    59.4
    23.4
     
    84.2
    55.2
    28.7
    Further study outcomes:
    Enrolled at University (%)
    Enrolled at TAFE (%)
    Enrolled at Other provider (%)
     
    -
    5.3*
    11.5
     
    6.9
    7.8
    13.8
     
    7.7
    8.5
    15.4
    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
    Top Occupations (%):
    Clerical and Administrative Workers
    Community and Personal Service Workers
    Managers
     
    51.2
    14.4
    11.2*
     
    33.9
    17
    13.9
     
    22.4
    20.5
    16.7
    Top Industries (%):
    Health Care and Social Assistance
    Financial and Insurance Services
    Retail Trade
     
    30.3
    16.4
    9.0*
     
    13.2
    12.3
    10.5
     
    21.1
    11.6
    10.9

    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.

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    Health Care and Social Assistance
    30.3
    Health Care and Social Assistance
    Financial and Insurance Services
    16.4
    Financial and Insurance Services
    Retail Trade
    9.0*
    Retail Trade
    Business Services
    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".