Certificate IV in Customer Contact BSB40307

Overview
Outline
Traineeship
Correspondence
Online
Fees & Funding

Overview

The qualification BSB40307 Certificate IV in Customer Contact is an ideal qualification for those working in a wide variety of businesses who are seeking to upgrade their skill set in a customer service and service management capacity. They apply solutions to a defined range of unpredictable problems, and analyse and evaluate information from a variety of sources. The qualification will draw on your existing experience in business and provide additional skills and knowledge to allow you to potentially further develop your skill set.

Entry Requirments:

While there are no educational prerequisites for entry into this training program, the preferred pathway for candidates considering this qualification include previously completing a lower level qualification in Customer Contact such as the BSB30207 Certificate III in Customer Contact or having sufficient vocational experience assisting in a range of support roles without a formal business qualification. To gain this qualification as under a traineeship arrangement then you must be working in a Business and occupy a role where the range of duties and responsibilities is in line with the descriptor and outcomes of the qualification and its related units of competency.

Course Structure:

The course consists of Thirteen (13) units of competency comprising of a Seven (7) core units and Six (6) elective units as listed in the training package.

Just Careers Training (JCT) is a Registered Training Organisation (RTO ID 91413) that has developed a program that meets the requirements of the qualification. The units of competency are well suited to Customer Contact role at the appropriate AQF level.

Alternative units that also meet the Training Package requirements may be more suitable for differing roles.

Options for Delivery:

This course is available as a traineeship in the workplace if you are working in a suitable role, this course is also outside of your workplace or if you are not currently working in a suitable role by correspondence and online. If you believe you have the skills and knowledge you could also consider Recognition of Prior Learning

Assessment Information:

If you are working in a suitable role then some assessments may be completed in the workplace. Other assessment methods may include;

Written questions
Tasks and projects
Scenario based questions
Collection of evidence of prior skills and experiences

Resource Requirements:

To complete this course in the workplace as a traineeship you must be working in a suitable role To complete this course online then you should have access to a personal computer (or similar), the internet and a printer

Pathways:

Participants who successfully complete this course will have the option of further developing their career by enrolling in courses such as the BSB50307 Diploma of customer Contact and Diploma in Business as well as other Certificate IV and Diploma qualification depending on the career path chosen.

Outline

The course consists of Thirteen (13) units of competency comprising of a Seven (7) core units and Six (6) elective units as listed in the training package.

The units of competency listed below are available as part of the qualification. Units may be chosen to suit organisation, role and/or career pathway

Unit Code

Unit title

BSBOHS407A

Monitor a safe workplace

1.	Provide information to the workgroup about OHS policies and procedures	Provide information to the workgroup on the organisation's OHS policies, procedures and programs, ensuring it is readily accessible by the workgroup Regularly provide and clearly explain information about identified hazards and the outcomes of risk assessment and control to the workgroup
2.	Implement and monitor participative arrangements for the management of OHS	Implement and monitor consultative procedures to facilitate participation of workgroup in management of work area hazards Promptly deal with issues raised through consultation, in accordance with organisational consultation procedures Promptly record and communicate to the workgroup the outcomes of consultation over OHS issues
3.	Implement and monitor the organisation's procedures for providing OHS training	Make arrangements to meet OHS training needs of team members in consultation with relevant individuals Provide workplace learning opportunities, and coaching and mentoring assistance to facilitate team and individual achievement of identified training needs Identify and report to management the costs associated with providing training for work team, for inclusion in financial plans
4.	Implement and monitor procedures for identifying hazards and assessing risks	Promptly action team member hazard reports in accordance with organisational procedures
5.	Implement and monitor the organisation's procedures for controlling risks	Identify and report inadequacies in existing risk control measures in accordance with the hierarchy of controls Monitor outcomes of reported inadequacies, where appropriate, to ensure a prompt organisational response
6.	Implement and monitor the organisation's procedures for maintaining OHS records for the team	Use aggregate information and data from work area records to identify hazards and monitor risk control procedures in work area

BSBCCO402A

Gather, collate and record information

1.	Obtain, record and analyse information from the community	Collect and record information in accordance with legislation, policy and procedures Collate, sort and analyse information collected in relation to the purpose for which it is being obtained Ensure contents of recording forms/reports are complete, accurate, concise, legible, understandable
2.	Take and compile statements	Take comprehensive statements that contain all details relevant to the matter being investigated, in accordance with legislation, policy and procedures Use active and accurate listening when taking statements from people
3.	Conduct interviews	Treat all interviewees fairly and equitably Conduct and record interviews in accordance with legislation, policy and procedures
4.	Utilise information/ database systems	Adhere to data entry security procedures Identify and correctly use appropriate sources of information
5.	Use interview and evidence recording equipment	Ensure records produced are authorised, stored and assessed in accordance with organisational procedures Ensure records produced are clear, audible and presentable Maintain equipment and usage logs in good order
6.	Exchange information with other members within the organisation	Assess the relevance of information received in terms of its intended purpose Dispose of irrelevant information in accordance with legislation, policy and procedures

BSBMGT403A

Implement continuous improvement

1.	Implement continuous improvement systems and processes	Communicate the organisation's continuous improvement processes to individuals and teams, and obtain feedback Ensure effective mentoring and coaching allows individuals and teams to implement the organisation's continuous improvement processes
2.	Monitor and review performance	Improve customer service through continuous improvement techniques and processes Formulate and communicate recommendations for adjustments to those who have a role in their development and implementation
3.	Provide opportunities for further improvement	Document work performance to aid the identification of further opportunities for improvement Manage records, reports and recommendations for improvement within the organisation's systems and processes

BSBCUS401A

Coordinate implementation of customer service strategies

1.	Advise on customer service needs	Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements Provide relevant and constructive advice to promote the improvement of customer service delivery Use business technology and/or online services to structure and present information on customer service needs
2.	Support implementation of customer service strategies	Identify and allocate available budget resources to fulfil customer service objectives Promptly action procedures to resolve customer difficulties and complaints within organisational requirements Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups
3.	Evaluate and report on customer service	Identify and report changes necessary to maintain service standards to designated individuals and groups Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies Maintain systems, records and reporting procedures to compare changes in customer satisfaction

BSBMGT405A

Provide personal leadership

1.	Influence individuals and teams in a positive manner	Promote accountability of work undertaken by individuals/teams by communicating roles, responsibilities and expectations clearly Gain positive acceptance and support for information and ideas from the team
2.	Make informed decisions	Involve individuals/teams to actively participate in the decision making process Determine preferred course of action after risks and options are examined and assessed Communicate decisions to individuals/teams clearly and in a timely manner Prepare plans to implement decisions after agreement by relevant individuals/team Monitor the implementation and impact of decision using reliable feedback processes
3.	Enhance the image of the enterprise	Note and promptly discuss with the appropriate person, any inappropriate values and standards exhibited within the organisation, using established communication channels Consistently display a very high standard of personal presentation in line with organisational expectations and policies
4.	Demonstrate high standards of personal and management performance	Ensure standards of personal and management performance are consistent with enterprise requirements Provide a positive role model for others through personal and managerial performance Develop and implement plans in accordance with enterprise goals and objectives Develop, set and monitor key performance indicators and targets within the team/enterprise business plans

BSBLED401A

Develop teams and individuals

1.	Determine development needs	Ensure that a learning plan to meet individual and group training and development needs is collaboratively developed, agreed to and implemented Encourage individuals to self-evaluate performance and identify areas for improvement Collect feedback on performance of team members from relevant sources and compare with established team learning needs
2.	Develop individuals and teams	Ensure that learning delivery methods are appropriate to the learning goals, the learning style of participants, and availability of equipment and resources Provide workplace learning opportunities, and coaching and mentoring assistance to facilitate individual and team achievement of competencies Create development opportunities that incorporates a range of activities and support materials appropriate to the achievement of identified competencies Identify and approve resources and time lines required for learning activities in accordance with organisational requirements
3.	Monitor and evaluate workplace learning	Assess and record outcomes and performance of individuals/teams to determine the effectiveness of development programs and the extent of additional development support Negotiate modifications to learning plans to improve the efficiency and effectiveness of learning Document and maintain records and reports of competency according to organisational requirements

FNSICORG515B

Provide mentoring and coaching within the workplace

1.	Identify individuals learning and development needs	A training needs analysis based on agreed individual's current and projected role is conducted Mentoring and/or coaching needs are identified and discussed with relevant parties in relation to the individual's role, expected outcomes and career progression
2.	Identify appropriate mentoring and/or coaching avenues	A development plan is written to provide appropriate training and development opportunities to assist the staff member in accomplishing the requirements of the position and to assist in projected career progression The development plan is tailored to the individuals needs following agreement between relevant management and staff member and in consideration of company policy and procedure Where appropriate and applicable, specific times and places for coaching are organised and documented
3.	Undertake mentoring and/or coaching	Specific skills and/or knowledge are explained and demonstrated to the staff member where applicable External sources are contracted to assist in the delivery of training requirements where applicable Frequent feedback is provided in a constructive and supportive manner
4.	Monitor and evaluate mentoring and/or coaching	Mentoring/coaching is reviewed as part of both staff member and manager/supervisor appraisals Difficulties or problems are documented and alternatives presented for future application

6 Elective units - these may be selected from other endorsed Training Packages as per the Training Package specifications

Unit Code

Unit title

Parent Qualification

AQF level

BSBADM311A

Maintain business resources

BSB40307

1.	Reprogram telecommunications system software	Confirm details of request for system changes with relevant stakeholders Select appropriate reprogramming methods Identify resource shortages and possible impact on operations
2.	Monitor resource usage and maintenance	Use business technology to monitor and identify the effective use of resources Use consultation with individuals and teams to facilitate effective decision making on the appropriate allocation of resources Identify and adhere to relevant policies regarding resource use in the performance of operational tasks Routinely monitor and compare resource usage with estimated requirements in budget plans
3.	Acquire resources	Acquire resources within available time lines to meet identified requirements Review resource acquisition processes to identify improvements in future resource acquisitions

BSBWOR401A

Establish effective workplace relationships

BSB40307

1.	Collect, analyse and communicate information and ideas	Collect relevant information from appropriate sources and analyse and share with the work team to improve work performance Communicate ideas and information in a manner which is appropriate and sensitive to the cultural and social diversity of the audience and any specific needs Implement consultation processes to encourage employees to contribute to issues related to their work, and promptly relay feedback to the work team in regard to outcomes Seek and value contributions from internal and external sources in developing and refining new ideas and approaches Implement processes to ensure that issues raised are resolved promptly or referred to relevant personnel as required
2.	Develop trust and confidence	Treat all internal and external contacts with integrity, respect and empathy Use the organisation's social, ethical and business standards to develop and maintain effective relationships Gain and maintain the trust and confidence of colleagues, customers and suppliers through competent performance Adjust interpersonal styles and methods to meet organisation's social and cultural environment Encourage other members of the work team to follow examples set, according to organisation's policies and procedures
3.	Develop and maintain networks and relationships	Use networks to identify and build relationships Use networks and other work relationships to provide identifiable benefits for the team and organisation
4.	Manage difficulties into positive outcomes	Identify and analyse difficulties, and take action to rectify the situation within the requirements of the organisation and relevant legislation Guide and support colleagues to resolve work difficulties Regularly review and improve workplace outcomes in consultation with relevant personnel Manage poor work performance within the organisation's processes Manage conflict constructively within the organisation's processes

BSBWOR404B

Develop work priorities

BSB40807

1.	Plan and complete own work schedule	Prepare Workgroup plans which reflect consideration of resources, client needs and workgroup targets Analyse and incorporate Work objectives and priorities into personal schedules and responsibilities Identify Factors affecting the achievement of work objectives and establish contingencies and incorporate them into work plans Efficiently and effectively use Business technology to manage and monitor planning completion and scheduling of tasks
2.	Monitor own work performance	Identify and analysed personal performance through self-assessment and feedback from others on the achievement of work objectives Seek and evaluate Feedback on performance from colleagues and clients in the context of individual and group requirements Routinely identify and report on variations in the quality of service and performance in accordance with organisational requirements
3.	Coordinate professional development	Assess personal knowledge and skills against organisational benchmarks to determine development needs and priorities Research and identify sources and plan for opportunities for improvement in consultation with colleagues Use Feedback to identify and develop ways to improve competence within available opportunities Identify, access and complete professional development activities to assist career development Store and maintain records and documents relating to achievements and assessments in accordance with organisational requirements

CHCPOL3A

Undertake research activity

BSB40307

1.	Prepare a research plan	The views and interests of stakeholders are reflected in the research methodology and it and is compatible with ethical considerations The research methodology is selected for suitability to the needs, purposes and resources and maximising credibility of outcomes Research strategies are selected and used which are appropriate to the client group, the subject matter being researched, the resources available and the outcomes sought Strategies for validating research outcomes are incorporated within the research plan
2.	Implement appropriate research strategies	Resources needed to conduct research are determined and allocated All relevant information is collected in a timely manner and recorded and stored to ensure validity, confidentiality and security A representative range of people and groups with an interest in the issues is identified and consulted in appropriate ways to ensure the validity of outcomes Consultation is undertaken according to the agreed practices and protocol of own and other agencies Consideration of cultural sensitivities and ethical issues is imbedded in all consultation
3.	Organise and analyse information	Information is organised in a form which allows analysis and is suitable for the purpose of the research Patterns and explanations developed are derived from the data to ensure validity and reliability
4.	Report the findings of the research	Complete and accurate details of the research methodology, information and analysis are reported in an accessible and useable style and format Opportunities are provided for the validation of the research findings The results of the research are reported and made available to all relevant stakeholders

BSBRES401A

Analyse and present research information

BSB40507

1.	Gather and organise information	Gather and organise information in a format suitable for analysis, interpretation and dissemination in accordance with organisational requirements Access information held by the organisation ensuring accuracy and relevance in line with established organisational requirements Ensure that methods of collecting information are reliable and make efficient use of resources in accordance with organisational requirements Identify research requirements for combining online research with non-electronic sources of information Use business technology to access, organise and monitor information in accordance with organisational requirements Update, modify, maintain and store information, in accordance with organisational requirements
2.	Research and analyse information	Clearly define objectives of research ensuring consistency with organisational requirements Ensure that data and research strategies used are valid and relevant to the requirements of the research and make efficient use of available resources Identify key words and phrases for use as part of any online search strategy, including the use of Boolean operators and other search tools Use reliable methods of data analysis that are suitable to research purposes Ensure that assumptions and conclusions used in analyses are clear, justified, supported by evidence and consistent with research and business objectives
3.	Present information	Present recommendations and issues in an appropriate format, style and structure using suitable business technology Structure and format reports in a clear manner that conforms to organisational requirements Report and distribute research findings in accordance with organisational requirements Obtain feedback and comments on suitability and sufficiency of findings in accordance with organisational requirements

PSPPM402B

Manage simple projects

BSB40610

1.	Implement start-up activities	The project plan is updated with confirmed information for key dates and activities, resources and project governance details in accordance with the project implementation strategy Project stakeholders’ understanding of and agreement to fulfil the project requirements and their roles and responsibilities are confirmed Required systems are established and maintained throughout the project in accordance with the project plan A working knowledge of project management tools is used to facilitate integration of project activities and achievement of project outcomes
2.	Coordinate project implementation	Integration and management of project activities are handled in accordance with the project plan Stakeholder input and expectations are managed and their commitment is maintained throughout the life of the project in accordance with organisational policy and procedures and the project plan Disagreements and disputes are resolved or referred to a higher authority in accordance with organisational policy and procedures Project change proposals are received and changes are recommended/made in accordance with the project plan, and documented in accordance with policy and procedures
3.	Monitor project	All aspects of the project are continually monitored and corrective action is taken as necessary to maintain progress in accordance with the project plan Consultation and reporting mechanisms are applied in accordance with the communication plan when dealing with management, staff and/or contractors, steering committee members or other stakeholders Project governance plans and any related contracts are monitored, reviewed and amended as appropriate, and results are reported in accordance with the communication plan Project progress is monitored against agreed milestones in accordance with the project plan to provide a measure of performance throughout the life of the contract Programmed review of objectives and achievement is implemented in accordance with the project plan
4.	Arrange project follow-up activities	Project deliverables are analysed against specifications, performance standards and project objectives, under broad guidance, and the results are reported to stakeholders An initial support package or product manual is produced, if required, to provide guidance for stakeholders who will be required to apply the project results The support package includes options for stakeholders to take account of environmental and cultural factors in applying project results Operational and support authorities are consulted to research any testing/trialling/building requirements resulting from the project, and evaluation of any recommendations are included in the project report

Traineeship

Traineeship Schedule for Certificate IV in Customer Contact
Course start date:	Anytime
Schedule:	1 visit every 4-6 weeks
Location:	In the workplace or at our training rooms
Number of visits:	Between 8-14 visits
Length of training sessions:	2-4 hours
Duration:	12 -24 months
Flexibility Options:	Online options Increase or decrease the frequency Increase or decrease number of visits Increase or decrease the length of each session Increase or reduce the overall duration of the course Group Training or One on One (or combination!)

Correspondence

Correspondence Schedule and Information for Certificate IV in Customer Contact
Course start date:	Anytime
Structure:	5 modules, 2-3 units per module. Modules will be posted with complete instructions and contact with the trainer available throughout your course.
Study time:	Each unit requires up to 30 hours for learning and assessment (depends on units chosen and current skill and knowledge)
Location:	Your place
Support:	Qualified trainer support by phone and email. Face to face option available
Duration:	Self paced. The recommended pace is 1 module every 8 weeks. Participants will have up to 24 months to complete the course.
Flexibility Options:	Add required number of face to face meetings with your trainer Complete some units online

Online

Please contact Just Careers Training for online course options

Fees & Funding

Just Careers Training has a several options of delivery for our courses. From online, print correspondence, classroom face-to-face delivery and RPL, the range of options are in place to ensure that all individuals can access our courses. Weekly payment plan options are also available through our SecurePay system enabling you to study in your chosen option for a little fee per week.

Fees listed below include enrolment, resource and tuition fees

All our courses are available through the workplace based Traineeship Program, which attracts Government Funding of up to $4000 per eligible employee.

See our 2011 Pricing and Funding Information table below or contact one of our friendly Consultant's on 1300 558 241

Delivery Options	Fees	Pay per week option	Up front payment (save 10%)
Correspondence	$2600	Pay $424 upfront then $41.85 per week	$2340 - Save $260
Online	$1990	Pay $424 upfront then $30.12 per week	$1791 - Save $199
Classroom	$3100	Contact us for payment details	$2790 - Save $310
RPL per unit	$100 per unit
RPL full qualification	$1300

Traineeship and funding Information

Available as Traineeship	Government Incentives Available	Amount of Government Incentives paid per person	Fees for Training - paid with funding when received	Pay monthly and save 10%
Yes	Yes	Up to $4000	From $2500	$424.00 upfront then $152.17 per month x 12 months