Qualification details

BSB40315 - Certificate IV in Customer Engagement (Release 3)

Summary

Releases:
ReleaseStatusRelease date
3 (this release)Current 27/Sep/2018
(View details for release 2) Replaced14/Jan/2016
(View details for release 1) Replaced25/Mar/2015

Usage recommendation:
Current
Mapping:
MappingNotesDate
Supersedes and is equivalent to BSB40312 - Certificate IV in Customer ContactUpdated to meet Standards for Training Packages. Title changed to reflect industry practice. 24/Mar/2015


Training packages that include this qualification

Units of competency

CodeSort Table listing Units of Competency by the Code columnTitleSort Table listing Units of Competency by the Title columnEssential
BSBCOM401 - Organise and monitor the operation of compliance management systemOrganise and monitor the operation of compliance management system Elective
BSBCOM402 - Implement processes for the management of a breach in compliance requirementsImplement processes for the management of a breach in compliance requirements Elective
BSBCOM403 - Provide education and training on compliance requirements and systemsProvide education and training on compliance requirements and systems Elective
BSBCOM404 - Promote and liaise on compliance requirements, systems and related issuesPromote and liaise on compliance requirements, systems and related issues Elective
BSBCUE403 - Schedule customer engagement activitySchedule customer engagement activity Elective
BSBCUE404 - Collect, analyse and record informationCollect, analyse and record information Elective
BSBCUE405 - Survey stakeholders to gather and record informationSurvey stakeholders to gather and record information Elective
BSBCUE406 - Run a multicentreRun a multicentre Elective
BSBCUE407 - Administer customer engagement technologyAdminister customer engagement technology Elective
BSBCUS401 - Coordinate implementation of customer service strategiesCoordinate implementation of customer service strategies Core
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Classifications

SchemeCodeClassification value
ANZSCO Identifier 149212 Customer Service Manager 
ASCED Qualification/Course Field of Education Identifier 0805 Sales And Marketing 
Qualification/Course Level of Education Identifier 511 Certificate IV 
Taxonomy - Industry Sector N/A Retail Management,Business Administration,Advertising and Marketing,Customer Service,Local Government Administration,Human Resource Management 
Taxonomy - Occupation N/A Sales Team Manager,Call Centre Team Leader,Scheduler,Call Centre Scheduler,Call Centre Analyst,Customer Service Team Leader,Analyst 

Classification history

SchemeCodeClassification valueStart dateEnd date
ANZSCO Identifier 149212 Customer Service Manager 30/Jul/2015 
ASCED Qualification/Course Field of Education Identifier 0805 Sales And Marketing 30/Jul/2015 
Qualification/Course Level of Education Identifier 511 Certificate IV 25/Mar/2015 
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Modification History

Release 

Comments 

Release 3

This qualification first released with BSB Business Services Training Package Version 3.0.

Version created to update codes and titles in unit list.

Release 2

This version released with BSB Business Services Training Package Version 2.0.

Version created to update unit list.

Release 1

This version first released with BSB Business Services Training Package Version 1.0.

Qualification 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.

Entry Requirements

Nil

Packaging Rules

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

Qualification Mapping Information

Code and title 

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSB40315 Certificate IV in Customer Engagement

Release 3

BSB40315 Certificate IV in Customer Engagement

Release 2

Updated codes and titles in unit list

Equivalent qualification

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.education.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

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