Course Code: BSB40315

The Certificate IV in Customer Engagement addresses the skill requirements of roles engaged on the organisational frontline, specifically the team-based environments commonly encountered in contact centre situations. In addition to fostering the practical leadership strategies that team leaders require to excel, this qualification brings particular focus to the evaluation of information from multiple sources, and the application of effective solutions to customer service queries.

  • Studying online
  • Payment Option
  • Nationally Recognised
  • Rolling Start Dates
  • Access to lynda.com
  • Student Reward Program
  • Government Funding Available
Course structure

This course covers 13 units of competency

Study Mode

This course is delivered online

Locations & Dates

Start when you're ready

  • Description

    The Certificate IV in Customer Engagement is delivered by expert trainers in one of three delivery methods: online, classroom, or blended.
     
    The online training program is our most popular delivery method and provides access to a fully customised e-learning environment, MyUpskilled. MyUpskilled includes powerpoint resources, reading materials, discussion boards, forums, access to assessments, resources, videos (including access to the Lynda.com video training library) and blogs.  The course is conducted over a 12 month period with one unit of competency expected to be completed each month.
     
    Classroom and Blended delivery formats are also available, but subject to minimum numbers. Please contact our Education managers to find out more about our face-to-face options.

    Inclusions

    All students will be provided with Smallprint Learner guides (online and/or hardcopy) for each unit of competency.

    • Access to fully customised online learning platform, MyUpskilled
    • Access to the Student Support Services (Helpdesk) where students can receive support and assistance in the use of the LMS as well as any administration enquiries
    • Regular contact with their trainer via email, telephone and/or LMS communication tools
    • Trainer/Student Messaging System
    • Unlimited access to world leading video training provider Lynda.com
    • Access to Upskilled's Student Rewards Program

    Prerequisites

    There are no formal prerequisites for this qualification.

    This qualification is suited to participants who possess a sufficient grasp of the English language, adequate levels of intelligence, and appropriate attitude and motivation to enable them to undertake the demands of a Diploma level qualification.

    • English language proficiency (Year 12 English or equivalent); OR
    • Obtain a Certificate III before enrolling in a Certificate IV level qualification, OR
    • Demonstrate appropriate academic standing or workplace experience for the chosen qualification

    Recognition of Prior Learning (RPL)

    RPL is available for each unit of competency based on relevant workplace experience, formal training, or other expertise. To apply for RPL, please submit documentation in portfolio form for evaluation by Upskilled assessors.

    Assessment

    A student is deemed competent when all relevant evidence is gathered.  Upskilled is receptive to evidence gathered from a variety of sources including our own assessment processes.  Upskilled assessment processes include: 

    • Recognition of Prior Learning/Credit Transfer 
    • Written/Oral Questions
    • Written reports/Portfolio Assessments
    • Projects
    • Scenarios/Case Studies

    Regular training and assessment contact will be maintained by Upskilled in conjunction with the participant and their employer (where applicable). Critical dates during the program will be identified for participants to ensure compliance to assessment due dates and attendance at classroom sessions/monthly webinars as required.

  • Unit Outline

    The following Units of Competency as identified in the National Business Services Training Package must be successfully completed to attain the Certificate IV in Customer Contact.

    Unit Code
    Unit Name
    BSBWHS401Implement and monitor WHS policies, procedures and programs to meet legislative requirements
    BSBLED401Develop teams and individuals
    BSBCUS401Coordinate implementation of customer service strategies
    BSBMGT403Implement continuous improvement
    BSBWOR403Manage stress in the workplace
    BSBCUS403Implement customer service standards
    BSBINM401Implement workplace information system
    BSBMGT405Provide personal leadership
    BSBMGT402Implement operational plan
    BSBINN301Promote innovation in a team environment
    BSBMGT401Show leadership in the workplace
    BSBCUS402Address customer needs
    BSBWOR401Establish effective workplace relationships
  • Career Outcomes

    Staff engaged in frontline customer service will benefit from undertaking the certificate, which is designed to promote procedural effectiveness. Team members in a contact role who are recently appointed to team leader status, or who aspire to a role in which the guidance of others is an element, are also specifically catered to under the terms of the qualification.

    Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:

    • Contact Centre Team Leader
    • Quality Assurance Coordinator
    • Customer Contact Coach
    • Complex Enquiry Customer Contact Operator

    Further Study

    For information about Pathways to University, click here

    The further study pathways available to learners who undertake this qualification include the BSB50315 Diploma of Customer Engagement or a range of other Diploma qualifications.

  • Payment

    Pay By Weekly Installment (Interest Free) Pay By Monthly Installment (Interest Free) Pay Upfront
    $60 per week with a $210 enrolment fee¹ $405 per month with a $495 enrolment fee² Pay upfront $2,995, saving $335 (10% discount)

    ¹Payments made over a period of 52 consecutive weeks, totalling $3,330
    ²Payments made over a period of 7 consecutive months, totalling $3,330

    Government Funding and Incentives

    At both state and federal level, government commitment to upskilling the Australian workforce has resulted in a comprehensive framework of funding schemes and incentive opportunities. As a result, many Upskilled participants find that their courses are heavily subsidised*.

    *Eligibility for traineeships & User Choice is determined by an Australian Apprenticeship Centre. Further information can be found at www.australianapprenticeships.gov.au

     

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