| CERTIFICATE IV IN CUSTOMER CONTACT (BSB40307) |
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This 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. |
Job Roles
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
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| Note: the minimum age of enrolment for this course is 18 years of age. |
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| 13 units are required for the qualification (7 core units and 6 elective units): |
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| SESSION 1 - CONTINUOUS IMPROVEMENT |
BSBINN301A (ELECTIVE) PROMOTE INNOVATION IN A TEAM ENVIRONMENT |
This unit describes the performance outcomes, skills and knowledge required to be an effective and pro active member of an innovative team. |
- Create opportunities to maximise innovation within the team.
- Organise and agree effective ways of working.
- Support and guide colleagues.
- Reflect on how the team is working.
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| BSBMGT403A (CORE) IMPLEMENT CONTINUOUS IMPROVEMENT |
| This unit describes the performance outcomes, skills and knowledge required to implement the organisation's continuous improvement systems and processes. Particular emphasis is on using systems and strategies to actively encourage the team to participate in the process, monitoring and reviewing performance, and identifying opportunities for further improvements. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. |
- Implement continuous improvement systems and processes.
- Monitor and review performance.
- Provide opportunities for further improvement.
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| SESSION 2 - WORKPLACE INFORMATION |
| BSBCCO402A (CORE) GATHER, COLLATE AND RECORD INFORMATION |
| This unit describes the performance outcomes, skills and knowledge required to gather, collate and accurately record information from a variety of sources including interviews and database systems. |
- Obtain, record and analyse information from the community.
- Take and compile statements.
- Conduct interviews.
- Utilise information/ database systems.
- Use interview and evidence recording equipment.
- Exchange information with other members within the organisation.
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| BSBINM401A (ELECTIVE) IMPLEMENT WORKPLACE INFORMATION SYSTEM |
| This unit describes the performance outcomes, skills and knowledge required to implement the workplace information system. It involves the identification, acquisition, initial analysis and use of appropriate information, which plays a significant part in the organisation's effectiveness. |
- Identify and source information needs.
- Collect, analyse and report information.
- Implement information systems.
- Prepare for information system changes.
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| SESSION 3 - CUSTOMER SERVICE STRATEGIES |
| BSBCUS401A (CORE) COORDINATE IMPLEMENTATION OF CUSTOMER SERVICE STRATEGIES |
| This unit describes the performance outcomes, skills and knowledge required to advise on, carry out and evaluate customer service strategies, including the design of improvement strategies based on feedback. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. |
- Advise on customer service needs.
- Support implementation of customer service strategies.
- Evaluate and report on customer service.
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| BSBCUS402A (ELECTIVE) ADDRESS CUSTOMER NEEDS |
| This unit describes the performance outcomes, skills and knowledge required to manage the ongoing relationship with a customer, which includes assisting the customer to articulate their needs, meeting customer needs and managing networks to ensure customer needs are addressed. |
- Assist customer to articulate needs.
- Satisfy complex customer needs.
- Manage networks to ensure customer needs are addressed
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| SESSION 4 - PRODUCT KNOWLEDGE |
| BSBPRO401A (ELECTIVE) DEVELOP PRODUCT KNOWLEDGE |
| This unit describes the performance outcomes, skills and knowledge required to develop product knowledge in preparation for the sales process. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. |
- Acquire knowledge of products in a specified area.
- Convert product knowledge into benefits.
- Evaluate competitors' products.
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| SESSION 5 - WORKPLACE RELATIONSHIPS |
| FNSICORG515A (CORE) PROVIDE MENTORING AND COACHING WITHIN THE WORKPLACE |
This unit covers the provision of mentoring and coaching within the workplace by managers or supervisors to assist in maximising the opportunity for the individual to achieve individual and organisational goals and ensure career progression within the financial services industry.
This unit requires the application of high level interpersonal, analytical and planning skills to determine mentoring and coaching requirements, identify opportunities for development and manage the conducting of activities. This unit is designed for use, not by trainers, but by managers and supervisors to support adequate and relevant training of staff members and assist in career progression. The ability to develop rapport with individuals is essential to the successful implementation of this unit. |
- Identify individuals learning and development needs.
- Identify appropriate mentoring and/or coaching avenues.
- Undertake mentoring and/or coaching.
- Monitor and evaluate mentoring and/or coaching.
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| BSBWOR401A (ELECTIVE) ESTABLISH EFFECTIVE WORKPLACE RELATIONSHIPS |
| This unit describes the performance outcomes, skills and knowledge required to collect, analyse and communicate information and to use that information to develop and maintain effective working relationships and networks, with particular regard to communication and representation. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. |
- Collect, analyse and communicate information and ideas.
- Develop trust and confidence.
- Develop and maintain networks and relationships.
- Manage difficulties into positive outcomes.
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| SESSION 6 - LEADERSHIP |
| BSBMGT405A (CORE) PROVIDE PERSONAL LEADERSHIP |
| This unit describes the performance outcomes, skills and knowledge required to display high levels of personal leadership and to be a role model within the work environment. |
- Influence individuals and teams in a positive manner.
- Make informed decisions.
- Enhance the image of the enterprise.
- Demonstrate high standards of personal and management performance
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| SESSION 7 - OH&S |
| BSBOHS407A (CORE) MONITOR A SAFE WORKPLACE |
| This unit describes the performance outcomes, skills and knowledge required to implement and monitor the organisation's occupational health and safety (OHS) policies, procedures and programs in the relevant work area to meet legislative requirements. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. |
- Provide information to the workgroup about OHS policies and procedures.
- Implement and monitor participative arrangements for the management of OHS.
- Implement and monitor the organisation's procedures for providing OHS training.
- Implement and monitor procedures for identifying hazards and assessing risks.
- Implement and monitor the organisation's procedures for controlling risks.
- Implement and monitor the organisation's procedures for maintaining OHS records for the team.
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| SESSION 8 - WORK PRIORITIES |
| BSBWOR404A (ELECTIVE) DEVELOP WORK PRIORITIES |
| This unit describes the performance outcomes, skills and knowledge required to plan one's own work schedules, to monitor and to obtain feedback on work performance and development. It also addresses the requirement to take responsibility for one's own career planning and professional development. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. |
- Plan and complete own work schedule.
- Monitor own work performance.
- Coordinate professional development.
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| SESSION 9 - TEAMS AND INDIVIDUALS |
| BSBLED401A (CORE) DEVELOP TEAMS AND INDIVIDUALS |
| This unit describes the performance outcomes, skills and knowledge required to determine individual and team development needs and to facilitate the development of the workgroup. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. |
- Determine development needs.
- Develop individuals and teams.
- Monitor and evaluate workplace learning.
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