Qualification Outline
23/07/2026 5:31 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 Engagement
Certificate IV in Customer Engagement
BSB40315
AVW0
Replaced
Transition (Replaced)
National Endorsed, State Implementation and Classification
Releases
| Release Version | Release Date | TGA Status | DTWD Status |
|---|---|---|---|
| 3.00 | 27/09/2018 | Current | Approved |
| 2.00 | 14/01/2016 | Replaced | Approved |
| 1.00 | 25/03/2015 | Replaced | Approved |
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.
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 below
- 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
If not listed, 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 |
|---|---|---|---|---|
| AUK67 | BSBCUS401 | Coordinate implementation of customer service strategies | 30 | Unit of competency |
| AUL82 | BSBLED401 | Develop teams and individuals | 40 | Unit of competency |
| AUL17 | BSBWHS401 | Implement and monitor WHS policies, procedures and programs to meet legislative requirements | 40 | Unit of competency |
2. Group A Elective Units
At least four (4) units must be chosen from Group A.
Please refer to the packaging rules for the full details of available options.
| State Code | National Code | Title | Hours | Type |
|---|---|---|---|---|
| AUH55 | BSBCUS402 | Address customer needs | 30 | Unit of competency |
| AUJ45 | BSBCUE407 | Administer customer engagement technology | 25 | Unit of competency |
| AWF88 | BSBMKG419 | Analyse consumer behaviour | 55 | Unit of competency |
| AUK82 | BSBCUE404 | Collect, analyse and record information | 40 | Unit of competency |
| AUL59 | BSBCUS403 | Implement customer service standards | 30 | Unit of competency |
| AUJ56 | BSBWOR403 | Manage stress in the workplace | 60 | Unit of competency |
| AUL37 | BSBCUE406 | Run a multicentre | 50 | Unit of competency |
| AUH12 | BSBCUE403 | Schedule customer engagement activity | 20 | Unit of competency |
| AUK93 | BSBMGT401 | Show leadership in the workplace | 50 | Unit of competency |
| AUH26 | BSBCUE405 | Survey stakeholders to gather and record information | 40 | Unit of competency |
3. Group B Elective Units
Up to six (6) units may be chosen from Group B.
Please refer to the packaging rules for the full details of available options.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| J349 | BSB40312 | Certificate IV in Customer Contact | Qualification |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| BFR1 | BSB40120 | Certificate IV in Business | Qualification |
No information
Entry Requirements
Nil
Traineeships and Apprenticeships