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.
This course covers 13 units of competency
This course is delivered online
Locations & Dates
Start when you're ready
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.
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 reports/Portfolio Assessments
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.
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 BSBWHS401 Implement and monitor WHS policies, procedures and programs to meet legislative requirements BSBLED401 Develop teams and individuals BSBCUS401 Coordinate implementation of customer service strategies BSBMGT403 Implement continuous improvement BSBWOR403 Manage stress in the workplace BSBLDR403 Lead team effectiveness BSBCUS403 Implement customer service standards BSBINM401 Implement workplace information system BSBMGT405 Provide personal leadership BSBMGT402 Implement operational plan BSBINN301 Promote innovation in a team environment BSBMGT401 Show leadership in the workplace BSBCUS402 Address customer needs
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
For information about Pathways to University,
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.
Price and Payment Options
Option 1 – Save 15%
Save 15% ($580) when paying upfront. Total course cost: $3,270
Option 2 - 24 Month Interest-free payment plan
No deposit, no interest to pay for 24 months. Get started for just $38 a week! Total course cost: $3,850
Upskilled has teamed up with zipMoney to offer you flexible weekly, fortnightly or monthly interest free payment plans, allowing you start studying now without the financial burden! Applications for Zip Money literally only take a few minutes!
Find out more about ZipMoney.
Terms and Conditions Apply Option 3 - Smart and Skilled for NSW Residents
This Upskilled qualification is approved under Smart and Skilled and may attract a government fee subsidy. You must meet the individual eligibility criteria to receive subsidised training for a course on the NSW Skills List. For more information on Smart and Skilled
Smart and Skilled is a reform of the NSW Vocational Education and Training System which provides participants with a great opportunity to obtain the necessary skills needed to pursue a career through Government-subsidised training. Eligible qualifications range from Certificate I right through to Advanced Diplomas.
This qualification is subsidised by the NSW Government. This course is delivered by Nationally Registered Training Organisation, Upskilled Pty Ltd, RTO 40374
Enter your details to download the Course Brochure.