Qualification details

Modification History

Release	Comments
Release 1	This Qualification first released with BSB07 Business Training Package version 7.0. Replaces and is equivalent to BSB40311 Certificate IV in Customer Contact. Updated Core Unit: BSBOHS407A Monitor a safe workplace replaced with BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements.

Description

This qualification reflects the role of individuals who typically undertake complex customer interactions, often as a team leader and with significant authority to delegate.

Duties at this level may include using multi-channel communications; receiving and responding to complex customer requests or enquiries; handling customer complaints; applying key performance indicators; leading a team; coaching staff; scheduling and organising; and gathering, interpreting and organising data capture.

Candidates undertaking this qualification require sound communication and interpersonal skills.

They may provide technical advice and support to a team.

Job roles 

Possible job roles relevant to this qualification include:

• contact centre team leader
• quality assurance coordinator
• customer contact coach
• analyst
• scheduler
• complex enquiry customer contact operator.

Pathways Information

Pathways into the qualification 

Preferred pathway for candidates considering this qualification include:

• BSB30211 Certificate III in Customer Contact or other relevant qualifications
• vocational experience assisting in a range of support roles without a formal business qualification.

Pathways from the qualification 

• BSB50311 Diploma of Customer Contact or a range of other Diploma qualifications.

Licensing/Regulatory Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements.

Entry Requirements

There are no entry requirements for this qualification.

Employability Skills Summary

The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability Skill	Industry/enterprise requirements for this qualification include:
Communication	communicating with team members and management to ensure open communication channels and to clarify issues resolving conflict and disputes in the work team
Teamwork	being a role model for other team members consulting and developing objectives with the work team
Problem-solving	developing risk management approaches developing techniques to address faults and inefficiencies
Initiative and enterprise	identifying and developing opportunities for improved work practices
Planning and organising	monitoring and adjusting operational performance by producing short-term plans, planning and acquiring resources and reporting on performance preparing work plans and budgets
Self-management	actively seeking feedback on own performance from clients and colleagues prioritising tasks
Learning	coaching and mentoring colleagues and team members to support the introduction of change
Technology	using business technology such as computer programs and telecommunications to collect and manage information

Packaging Rules

Total number of units = 10 

4 core units  plus

6 elective  units

At least 3  of the elective units  must be selected from the elective units listed below.

The remaining 3 elective units  may be selected from the elective units listed below, or any currently endorsed Training Package or accredited course at the same qualification level. If not listed below, 1 unit  may be selected from either a Certificate III or Diploma qualification.

Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Core units

BSBMGT401A Show leadership in the workplace

BSBMGT402A Implement operational plan

BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements 

BSBWOR402A Promote team effectiveness

Elective units

Customer Service 

BSBCUS401B Coordinate implementation of customer service strategies

BSBCUS402B Address customer needs

BSBCUS403B Implement customer service standards

Financial Administration 

BSBFIA402A Report on financial activity

General Administration 

BSBADM409A Coordinate business resources

Information Management 

BSBINM401A Implement workplace information system

Innovation 

BSBINN301A Promote innovation in a team environment

Interpersonal Communication 

BSBCMM401A Make a presentation

IT Support 

BSBITS401B Maintain business technology

Learning and Development  

BSBLED401A Develop teams and individuals

Management 

BSBMGT403A Implement continuous improvement

BSBMGT404A Lead and facilitate off-site staff

Marketing 

BSBMKG413A Promote products and services

Project Management 

BSBPMG510A Manage projects

BSBREL402A Build client relationships and business networks

Relationship Management 

BSBREL401A Establish networks

Research 

BSBRES401A Analyse and present research information

Risk Management 

BSBRSK401A Identify risk and apply risk management processes

Sustainability 

BSBSUS301A Implement and monitor environmentally sustainable work practices

Workplace Effectiveness 

BSBWOR401A Establish effective workplace relationships

BSBWOR404B Develop work priorities

Writing 

BSBWRT401A Write complex documents