Certificate IV in Customer Contact

(BSB40307)

The Certificate IV in Customer Contact qualification reflects the role of individuals who use well-developed skills and a broad knowledge base in a wide variety of contexts. They apply solutions to a defined range of unpredictable problems, and analyse and evaluate information from a variety of sources. They may provide leadership and guidance to others with some limited responsibility for the output of others.

Who Should Attend - Certificate IV in Customer Contact

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

• Analyst
• Quality Assurance Coordinator or Manager
• Scheduler
• Subject Matter Expert/Coach
• Team Leader
• Customer Service Representative
• Telesales Representative

Certificate IV in Customer Contact Course Structure

Upskilled Customer Contact programs are delivered by Upskilled's expert trainers in 8 full one day workshops (1 day per month) combined with some out of class assessment and assignment work, where participants are involved in active discussion, networking, problem solving, and presentations related to building skills and experience in leading and managing staff.

Prerequisites

There are no formal prerequisites for this qualification

Recognition of Prior Learning (RPL)

Many individuals may already be competent in one or more of the Customer Contact competencies. RPL is available for each Unit of Competency based on relevant workplace experience, formal training or other expertise. Recognition will involve your submission of evidence in a portfolio form to be assessed by Upskilled’s assessors.

Assessment

Assessment is through participation in the 8 structured workshops as well as carrying out some workplace projects.

Inclusions

Upskilled Customer Contact courses include detailed learning materials, assessments and certification on successful completion. Morning and afternoon tea are also included in the course

Course Outline

The eight workshops will address the following 13 units of Competence from the National Business Services Training Package. All of these competencies must be successfully completed to gain the Certificate IV in Customer Contact

By clicking on each of the module links down below, open up a new window on the Australian Government's "National Training Information Service" website. Here you will find a detailed outline of the course content.

1. BSBCCO402A Gather, collate and record information
2. BSBCUS401A Coordinate implementation of customer service strategies
3. BSBLED401A Develop teams and individuals
4. BSBMGT403A Implement continuous improvement
5. BSBMGT405A Provide personal leadership
6. BSBOHS407A Monitor a safe workplace
7. FNSICORG515B Provide mentoring and coaching within the workplace
8. BSBINN301A Promote innovation in a team environment
9. BSBMGT401A Show leadership in the workplace
10. BSBMGT402A Implement operational plan
11. BSBWOR401A Establish effective workplace relationships
12. BSBWOR403A Manage stress in the workplace
13. BSBINM401A Implement workplace information system

Funding and Investment Considerations

Upskilled's Certificate IV in Customer Contact has a course fee of $3890.

Upskilled has 2 payment options:

1. A single upfront payment of the course fees will attract a 10% discount. Total upfront fee is therefore $3500.
2. An enrolment fee of $490 upfront, and 8 x $425 paid prior to each module attendance (over 8-10 months). Total course fee over 12 months is therefore $3890.

Federal Government funding of $4000 is available to employers for the training of Certificate IV in Customer Contact for their employees. Refer to our Government Funding page for more information and to check your you're eligible.

Yes, you've read correctly, you as an employer sending your employee/s on Upskilled's Customer Contact course will only pay a maximum of $3890, however, upon course completion, you will have received $4000 from the government to cover the cost of training for each employee.

How to Enrol

1. Fill out the eligibility form (click here)
2. Upskilled will contact you within 5 working days to advise if you are eligible to receive the government funding of $4000.

All Upskilled courses are delivered and Certifications issued via an auspice partnership with: Outsource Services Pty Ltd, RTO No: 31560, ABN: 1208 285 0691