Certificate IV in Customer Engagement

Course Overview

JobTrainer eligible course

This course is a JobTrainer eligible course. Learn more about JobTrainer.

State/TerritoryJobTrainer course fee Next start date
State/Territory: NSWJobTrainer course fee: $0Next start date: Contact the Training Provider for more information
State/Territory: SAJobTrainer course fee: Free or low-feeNext start date: Contact the Training Provider for more information

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Average Course Fee: $3695

$3695 is the average course fee entered on My Skills by 21 training provider(s).

Not all training providers enter this information on My Skills. Contact each training provider directly for further information.

Average Course Duration: 1 Year

1 Year is the average course duration entered on My Skills by 22 training provider(s).

A guide to durations can be found at Australian Qualifications Framework. Not all training providers enter this information on My Skills. Contact each training provider directly for further information.

Australian Apprenticeships

This course is available as an Australian Apprenticeship. The fee and duration of an Australian Apprenticeship may differ in each state or territory – view more details.

Description

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.

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Student Outcomes

Students who graduate from VET courses are surveyed approximately 6 months after they have completed their training. For more information on the statistics provided in this section, including the different levels (course, field of education, all fields of education) of data available please select the Learn more button below.

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Satisfied with Training

Percentage of graduates of this course who were satisfied with the training.

Improved Work Status

Percentage of graduates in the Management and Commerce field who started/expanded a business or who have a new job, more highly skilled work, a promotion or higher pay (Certificate IV).

Salary

The middle of the range of salaries earned by graduates in the Management and Commerce field starting their first ever full-time job after graduating (Certificate IV).

Jobs

Graduates of this course are most often employed as:

9.1%

Managers

Industries

Graduates of this course are most often employed in:

7.5%

Financial and Insurance Services

All statistics are supplied by the National Centre for Vocational Education Research.

Financial Assistance

The federal, state and territory governments provide financial incentives and support for vocational education and training students to help them gain the skills required to secure and maintain rewarding and sustainable employment.

There are programs for all kinds of students; apprentices and trainees, new job starters, those re-entering the workforce, retraining for a new job or upgrading their skills for an existing job.

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JobTrainer

If you are leaving school or looking for work, you may be able to study a free or low-fee course through JobTrainer.

For information on courses and occupations that may be available in your region, please select your state or territory.

Subsidised Training

The following highlighted state and territory governments dedicate funds to reduce or, in some cases, fully cover tuition fees for VET students who wish to study this course. Please check with your preferred training provider to see if you are eligible.
Select a state or territory for more information.

VET Student Loans

Certain courses are eligible for a VET Student Loan from the Australian Government to assist students with paying tuition fees. The initial debt amount (including the loan fee, if applicable) plus indexation must be paid back once the loan recipient starts earning over a certain amount. The compulsory repayment threshold for the 2019-20 income year is $45,881.

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Career Information

Career development is the ongoing process of managing your life, learning and work. It involves developing the skills and knowledge that enable you to plan and make informed decisions about your education, training and career choices.

Business Services Career Pathway

Certificate IV in Customer Engagement is in the Management and Commerce Field of Education. For more information about this kind of career, you can explore Business Services.

Stream

Business, Business Administration and Sales

Customer Engagement

Certificate II

Office Assistant

Certificate III

Certificate IV

Diploma

Contact Centre Manager

Advanced Diploma

Other courses in this pathway

Stream

Leadership & Management

Legal and Conveyancing

Medical

Small Business and Franchising

Education

Marketing & Communication

Purchasing

Recordkeeping

Project Management

Human Resources and Work Health & Safety

Governance

Library & Information Services

Certificate II

Note: Information provided as a guide only. Chart developed by the Australian Apprenticeships & Traineeships Information Service (aapathways.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".

Australian Apprenticeships

Australian Apprenticeships (also known as apprenticeships and traineeships) combine work with training in a nationally recognised qualification. Australian Apprenticeships are available to anyone of working age and offer opportunities to learn new skills and be paid in over 500 different jobs.

This qualification is available as an Australian Apprenticeship in the states and territories highlighted in blue on the map. For more information go to the Australian Apprenticeships Pathways website.

Australian Apprenticeships Pathways

Units & Packaging

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

BSBRES411 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

Training Providers

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USI

All students undertaking nationally recognised training must have a USI in order to receive a qualification.

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Labour Market

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Course Overview

Student Outcomes

Satisfied with Training

Improved Work Status

Salary

Jobs

9.1%

Industries

7.5%

Financial Assistance

JobTrainer

Subsidised Training

VET Student Loans

Career Information

Business Services Career Pathway

Stream

Certificate II

Certificate III

Certificate IV

Diploma

Advanced Diploma

Other courses in this pathway

Stream

Certificate II

Certificate III

Certificate IV

Diploma

Advanced Diploma

Australian Apprenticeships

Units & Packaging

Training Providers

Need help choosing?

USI

Labour Market