Di-Monty Training Solutions

BSB40315

Certificate IV in Customer Engagement

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 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.

Requires 13 units for the qualification, 3 core plus 10 electives.

Core Units

Coordinate implementation of customer service strategies (BSBCUS401) (30 nom hours)
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. Operators may have responsibility to provide guidance or to delegate aspects of these tasks to others.

Develop teams and individuals (BSBLED401) (40 nom hours)
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.

Implement and monitor WHS policies, procedures and programs to meet legislative requirements  (BSBWHS401) (50 nom hours)
This unit describes the skills and knowledge required to implement and monitor an organisation’s work health and safety (WHS) policies, procedures and programs in the relevant work area in order to meet legislative requirements. It applies to individuals with supervisory responsibilities for implementing and monitoring the organisation’s WHS policies, procedures and programs in a work area. These individuals have a broad knowledge of WHS policies and contribute well developed skills in creating solutions to unpredictable problems through analysis and evaluation of information from a variety of sources. They provide supervision and guidance to others and have limited responsibility for the output of others.

Elective Units

4 units must be from Group A elective units below. 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 2 units may be from a Certificate III level qualification.

Visit www.training.gov.au for a complete list of electives.

Group A

Show leadership in the workplace (BSBMGT401) (50 nom hours)
This unit describes the performance outcomes, skills and knowledge required to work with teams and individuals, their standard of conduct and the initiative they take in influencing others.

Manage stress in the workplace (BSBWOR403) (60 nom hours)
This unit describes the performance outcomes, skills and knowledge required to manage own stress and the stress of others stress in a team environment.

Address customer needs (BSBCUS402) (30 nom hours)
This unit describes the skills and knowledge required to manage an ongoing relationship with a customer over a period of time. This includes helping customers articulate their needs and managing networks to ensure customer needs are addressed.

Implement customer service standards (BSBCUS403) (30 nom hours)
This unit describes the performance outcomes, skills and knowledge required to contribute to quality customer service standards, and to support personnel to implement customer service standards and systems within the organisation.

Group B

Implement workplace information system (BSBINM401) (40 nom hours)
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.

Promote innovation in a team environment (BSBINN301) (30 nom hours)
This unit describes the performance outcomes, skills and knowledge required to be an effective and pro-active member of an innovative team.

Support the recruitment, selection and induction of staff (BSBHRM405) (50 nom hours)
This unit describes the skills and knowledge required to execute tasks associated with the recruitment cycle and apply in-depth knowledge of the work of the organisation, and how recruitment and selection practices fit with other human resources functions.

Develop a workplace learning environment (BSBLED501) (60 nom hours)
This unit describes the skills and knowledge required to encourage and support the development of a learning environment in which work and learning come together. Particular emphasis is on the development of strategies to facilitate and promote learning and to monitor and improve learning performance. It applies to individuals who have a prominent role in encouraging, supporting and facilitating the development of a learning environment in which work and learning come together.
At this level work will normally be carried out within complex and diverse methods and procedures, which require the exercise of considerable discretion and judgement, using a range of problem solving and decision making strategies.

Implement operational plan (BSBMGT402) (40 nom hours)
This unit describes the skills and knowledge required to implement the operational plan by monitoring and adjusting operational performance, planning and acquiring resources and providing reports on performance as required.

Develop a sales plan (BSBSLS501) (70 nom hours)
This unit describes the skills and knowledge required to develop a sales plan for a product or service for a team covering a specified sales territory based on strategic objectives and in accordance with established performance targets.

Lead and manage a sales team (BSBSLS502) (60 nom hours)
This unit describes the skills and knowledge required to plan, implement, direct and evaluate sales team activities.