BSB40315 - Certificate IV in Customer Engagement

Know how to treat customers? Get recognised for what you know.

A career in Customer Engagement, providing essential customer services while working to develop teams and individuals, may have already given you the skills you need to achieve formal recognition.

Ideal for raising employment prospects, for becoming certified, or simply to enter the field, skills like scheduling customer engagement activity, running a multicentre, taking surveys, and analysing consumer behaviour, and leading your team add to your status with this valuable certificate.

Assess your achievements in Customer Engagement to reach a new level of performance.

See if you’re eligible today with our Free Skills Review.

RPL Cost Traditional study cost Your savings
$1,200* $4,000 $2,800

Want to save a further $240 off this qualification? Contact us today to learn how!

* RPL cost includes all assessment services and issue of your nationally recognised qualification.

Want to know if you’re eligible to obtain this qualification via Skills Recognition & RPL? Then why not start a Free Skills Review, it requires only 3 minutes to complete!

Take the initiative today to determine your eligibility.

Yes. All of our qualifications are issued by RTOs which have been approved by the Australian Skills Quality Authority (ASQA) to deliver nationally recognised qualifications that meet national quality assurance requirements. This means that they are recognised by industry and educational institutions in all Australian states and territories as conforming to the required competency standards.

Yes. Because all of our qualifications are issued by reputable RTOs and contain the nationally recognised training logo, they each verify that a candidate has met the Units of Competency required to work in their industry occupation. These qualifications do not indicate how you have obtained the qualification (i.e. through RPL), and are exactly the same as a qualification received from a training provider through any other means.

Get Qualified Australia allows you up 3 months to complete the RPL process, however the actual duration is dependent on the length of time it takes you to provide your evidence. While this is generally 4 weeks, the quicker you submit your evidence, the sooner the process will be completed.

Once all the required evidence has been submitted and your evidence has been assessed, the RTO will then review and issue your qualification within 2-4 weeks, provided that no further evidence is required. This makes it possible for you to achieve your qualification in as little as 1 month, and up to 3 months.

Requests for extensions beyond the allotted 3 month period will be considered on an individual case basis.

While our Customer Service Agents will determine the best evidence for your portfolio, evidence generally takes the form of:

  • Resume/CV
  • References
  • Performance Appraisals
  • Portfolio/work samples
  • Photographic and video evidence
  • Education, training and qualifications
  • Job Description
  • Policies and Procedures
  • Workplace communication
  • Bookkeeping and financial records

Click here to learn more about the types of evidence you can provide.


The options are really endless. Most people use qualifications to enhance their careers, from achieving a promotion or pay rise, to climbing organisational ranks and getting new job opportunities. In fact, qualifications have shown to increase employability by 11%, and result in promotions 42% of the time.

Other people might use their qualification to improve visa or migration prospects, access postgraduate study, open up their own businesses, meet regulatory requirements, or obtain a licence in their industry or occupation.

Please note that while our qualifications may help you meet minimum licensing requirements, only your state’s relevant licensing authority may issue you your licence. For more information about trades licensing, click here.

Total number of units = 13 

3 core units  plus

10 elective units , of which:


  • 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.


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.


Core Units 

Unit Code

Unit Title


Coordinate implementation of customer service strategies


Develop teams and individuals


Implement and monitor WHS policies, procedures and programs to meet legislative requirements


Elective Units 

Group A 

Unit Code

Unit Title


Schedule customer engagement activity


Collect, analyse and record information


Survey stakeholders to gather and record information


Run a multicentre


Administer customer engagement technology


Address customer needs


Implement customer service standards


Show leadership in the workplace


Analyse consumer behaviour for specific markets


Manage stress in the workplace


Group B 

Unit Code

Unit Title


Organise and monitor the operation of compliance management system


Implement processes for the management of a breach in compliance requirements


Provide education and training on compliance requirements and systems


Promote and liaise on compliance requirements, systems and related issues


Support the recruitment, selection and induction of staff


Implement workplace information system


Promote innovation in a team environment


Lead effective workplace relationships


Develop a workplace learning environment


Implement operational plan


Implement continuous improvement


Provide personal leadership


Apply project quality management techniques


Apply project risk management techniques


Undertake project work


Develop a sales plan


Lead and manage a sales team


Implement and monitor environmentally sustainable work practices


Meet statutory and organisation information requirements


Undertake research activities


Provide ICT advice to clients


Not Available

This qualification does not require any licensing

Visit Get Qualified Australia’s Trade Licensing page for more information surrounding licensing

  • Asset Training Australia - Provider Code 31718

  • National Training - Provider Code 21792

  • TexSkill Limited - Provider Code 0156

Did you know that the Australian Qualifications Framework (AQF) perfectly aligns certificate and diploma level qualifications with higher education? This means that it’s now possible to receive exemptions and fast track university degrees using diploma and above level qualifications.

Enrol in one of our qualifications today, and unlock the potential to seek maximum unit exemptions for your desired Graduate Diploma, Bachelor, or Masters Degree in a cost, time and effort-effective way. Speak with one of our Skills Recognition Consultants today or complete our Free Skills Review to discover the highest qualification level you’re eligible for.
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