Qualification Outline

Date retreived
22/07/2026 5:41 AM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Certificate IV in Customer Contact

Certificate IV in Customer Contact

Qualification
National Code:
BSB40311
State Code:
D692
TGA Status:
Replaced
DTWD Status:
Replaced
National Endorsed, State Implementation and Classification
Field of Education
0805 - Sales And Marketing
Original TGA Release Date
28/11/2011
Approved Date
20/12/2011
Stream of Study
Initial Vocational (3100 - 3600)
VET Act Classifier
B
Nominal Hours
585
Duration
1 Semester
Current Release Number
1.00
Current Release Date
28/11/2011
VET Act Conditions
—
Releases
Release Version Release Date TGA Status DTWD Status
1.00 28/11/2011 Current Approved
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.

Schedule
Packaging Rules
Total number of units = thirteen (13)
Three (3) core units plus
Ten (10) elective units of which:
- four (4) units must be from Group A elective units
- the remaining six (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
- up to two (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.
1. Core Units

All three (3) units must be completed

State Code National Code Title Hours Type
S8073 BSBCUS401B Coordinate implementation of customer service strategies 30 Unit of competency
D0797 BSBLED401A Develop teams and individuals 40 Unit of competency
D0901 BSBOHS407A Monitor a safe workplace 40 Unit of competency
2. Group A Elective Units

A minimum of four (4) units to be completed from Group A.
Please refer to the Training Package for the full details of available units and options

State Code National Code Title Hours Type
S8074 BSBCUS402B Address customer needs 30 Unit of competency
S8055 BSBCCO407A Administer customer contact technology 25 Unit of competency
S8052 BSBCCO404A Collect, analyse and record information 40 Unit of competency
D1032 BSBWOR403A Manage stress in the workplace 60 Unit of competency
S8051 BSBCCO403A Schedule customer contact activity 20 Unit of competency
D0841 BSBMGT401A Show leadership in the workplace 50 Unit of competency
S8053 BSBCCO405A Survey stakeholders to gather and record information 40 Unit of competency
3. Group B Elective Units

The remaining six (6) units may be chosen from Group B.
Please refer to the Training Package for the full details of available units and options.

State Code National Code Title Hours Type
D0924 BSBPMG404A Apply quality management techniques 30 Unit of competency
D1030 BSBWOR401A Establish effective workplace relationships 40 Unit of competency
D1022 BSBSUS301A Implement and monitor environmentally sustainable work practices 40 Unit of competency
D0843 BSBMGT403A Implement continuous improvement 50 Unit of competency
D0634 BSBCOM402B Implement processes for the management of a breach in compliance requirements 40 Unit of competency
D0754 BSBINM401A IMPLEMENT WORKPLACE INFORMATION SYSTEM 40 Unit of competency
D2583 CHCINF505C Meet statutory and organisation information requirements 85 Unit of competency
D0633 BSBCOM401B Organise and monitor the operation of compliance management system 40 Unit of competency
D0845 BSBMGT405A Provide personal leadership 50 Unit of competency
Replaces
State Code National Code Title Type
D146 BSB40307 Certificate IV in Customer Contact Qualification
Replaced By
State Code National Code Title Type
J349 BSB40312 Certificate IV in Customer Contact Qualification
VET Info Notes
This training program is a representation of the qualification code BSB40311 taken from the BSB07 Business Services Training Package Version 6 which should be consulted for a full description of requirements.

1. This qualification is the copyright of Department of Education, Employment and Workplace Relations.

2. Further information on this qualification is contained in the training Package available from the national register website at Training.gov.au.

3. This qualification was entered on to STARS on 20/12/2011.
Entry Requirements

There are no entry requirements for this qualification.

Traineeships and Apprenticeships
(TR03600) CUSTOMER ENGAGEMENT (LEVEL 4) Traineeship