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.
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
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/Oral Questions
- Written reports/Portfolio Assessments
- 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.
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.
|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, 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.
Flexible 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 click here.
If you're a NSW resident, why not find out now if you're eligible for a Smart and Skilled subsidy?
This qualification is subsidised by the NSW Government. This course is delivered by Nationally Registered Training Organisation, Upskilled Pty Ltd, RTO 40374