Study with us and develop skills to supervise staff in customer service roles.
If you’re currently excelling in a customer service role and are looking for a career boost, the Certificate IV in Customer Engagement is for you.
In this course you will take your existing customer service skills to now learn how to guide and train staff members in effective customer service techniques in a supervisory role.
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.
One course offers many courses of action and pathways for you.
Upon successful completion of this course, you will be awarded a Certificate IV in Customer Engagement (BSB40315).
Possible job outcomes may include:
There are no formal prerequisite units required for entry into this course.
You will however require intermediate English language, literacy and numeracy (LLN) skills.
Before commencing this course, you will be required to undertake an Online LLN ASSESSMENT. Upon enquiry, you will be sent an invitation to complete.
If you are completing the course via an online or RPL delivery mode, you will need access to a computer with word processing, PDF reader capabilities and an internet connection.
Please be advised we are unable to train students on a student visa. You must find a CRICOS registered training provider.
Units of Competency
To complete this course you must demonstrate competency in a total of 13 units. These units have been selected to give you the most comprehensive overview of customer service requirements at a supervisory level.
You can view the full list of units available to study within this qualification on training.gov.au.
*If you wish to change one or more of your elective units please contact us. While we endeavour to be able to provide all options, changes to elective units cannot be guaranteed. The cost for custom unit packaging is $500 per qualification for full study or $250 for RPL.
Standard Online Delivery
1 unit per month for 12 months. Includes regular contact with a trainer. Should allow 20 – 25 hours per week to study.
For people with prior knowledge, skills or qualifications. 2 units per month for 6 months. Should allow 30 – 40 hours per week to study.
Assessment Only / RPL
For people with evidence of their extensive experience.
We aim to have all RPL assessments finalised within 12 weeks but it is usually much quicker. The actual timeframe depends on the course you are seeking RPL for, how long it takes you to supply the evidence and how long it takes us to verify your evidence.
You can complete our Free Skills Assessment right now to determine if this is the right option for you.
If you wish to customise your course, change your elective units or study load please contact us to request an individual learning plan.
Please Note: This program includes some clustered units where you may complete more than 1 unit concurrently to allow for completion of your course within the 6 or 12 month time frames.
The number of hours outlined is a guide only and each individual will learn at a different pace. Students may request an extension or submit their assessments early as required to suit their individual learning needs.
After completing this course you may wish to further your studies with:
This qualification is available through online study or RPL. You can also opt to complete some units by RPL and some units through online study.
Online Study – $3360
RPL – $1930
1. Pay as you go
Pay for each unit of your course as you commence it. Please view our Course Fees brochure to see first payment required plus fee per unit for your specific qualification.
Up to 6 months interest free on zipMoney. Best for people with an existing zipMoney account.
3. Study Pay
Interest free weekly or fortnightly instalments. Best for people looking for a low-fee direct deposit payment plan option.
Individualised quotes will be discussed with our RPL Manager after submission of a free skills assessment. Please read the full outline on our RPL process here.
1. 2 split payments
Pay 50% of the course fees to begin your RPL, with 50% due on completion before your certificate is issued.
2. zipMoney or Study Pay payment plans (as outlined above).
Please read our Course Fees and Refund policy here.
Extension Request Fees
Should you require an extension on your study, an extension fee of $100 per request per month is required.
Assessment Re-Submission Fees
Should you be deemed not competent after 2 attempts at a unit of competency, an assessment re-submission fee of $100 will apply per assessment.
Should you wish to cancel your course or your enrolment is cancelled by us due to no progress and you then wish to re-enrol, a re-enrolment fee of 25% of the standard course fee will apply if requested within 3 months of initial cancellation. If re-enrolment is requested within 4 – 12 months of initial cancellation, 50% of the standard course fee will apply.
APPLIED LEARNING Our courses focus on developing practical skills that are underpinned by theory. We make sure that everything you learn is relevant and useful to your career goal. All of our courses are developed with the assistance of industry professionals, so that you know you’ll only get the training you need to succeed.
SMALL CLASSES Small, workshop-style classes give you the opportunity to better know your trainers and classmates. You never know who you’ll end up sitting beside in one of our courses and the networking opportunities this may create! It also means you get the individual help you deserve.
CAREER PREPARATION Even before you start your training with us, we’re helping to steer you in the right direction based on the career outcome you want to achieve. We offer free information sessions across a number of our course categories, so you’re informed before you even step foot in a classroom.
JOB FOCUSED We have strong links to peak industry and community bodies, which means so do you too! We offer courses that align with and are informed by industry needs, so our graduates have the best chance of gainful, long-term employment on completion of the course.
INDUSTRY ENDORSED We have worked tirelessly throughout our time in the vocational education and training sector continuing to improve our courses based on industry consultation and feedback. Industry standards can sometimes change rapidly, and so have we. Our courses are made with industry, for industry.
PRACTICAL We focus on the practical skills you’ll need to succeed in industry. While it’s great to have background knowledge, it’s even better when you get the chance to apply that knowledge! At ASSET, we help you do just that.