Qualification Outline
22/07/2026 8:27 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
BSB40307
D146
Replaced
Replaced
National Endorsed, State Implementation and Classification
Releases
| Release Version | Release Date | TGA Status | DTWD Status |
|---|---|---|---|
| 1.00 | 10/03/2009 | Current | Approved |
Description
Descriptor
This qualification reflects the role of individuals who use well-developed skills and a broad knowledge base in a wide variety of contexts. They apply solutions to a defined range of unpredictable problems, and analyse and evaluate information from a variety of sources. They may provide leadership and guidance to others with some limited responsibility for the output of others.
Job Roles
Analyst
Quality Assurance Coordinator or Manager
Scheduler
Subject Matter Expert/Coach
Team Leader.
Schedule
Packaging Rules
Total number of units = 137 core units plus
6 elective units
The 6 elective units may be selected from the list in the BSB40307 qualification or any currently endorsed Training Package or accredited course at the same qualification level.
Where elective units are being chosen from other Training Packages or accredited courses, up to 2 of the 6 elective units may be selected from Certificate III or Diploma qualifications. The remaining 4 elective units must be chosen from equivalent level qualifications.
Elective units must be relevant to the work outcome, local industry requirements and the qualification level.
1. Core Units
All 7 core units to be completed.
| State Code | National Code | Title | Hours | Type |
|---|---|---|---|---|
| D0653 | BSBCUS401A | Coordinate implementation of customer service strategies | 30 | Unit of competency |
| D0797 | BSBLED401A | Develop teams and individuals | 40 | Unit of competency |
| D0617 | BSBCCO402A | Gather, collate and record information | 40 | Unit of competency |
| D0843 | BSBMGT403A | Implement continuous improvement | 50 | Unit of competency |
| D0901 | BSBOHS407A | Monitor a safe workplace | 40 | Unit of competency |
| C9774 | FNSICORG515B | Provide mentoring and coaching within the workplace | 60 | Unit of competency |
| D0845 | BSBMGT405A | Provide personal leadership | 50 | Unit of competency |
2. Elective Units
6 elective units to be completed.
The following list of elective units is an EXAMPLE ONLY of a selection of electives for this qualification. Please refer to the BSB07 Business Services Training Package for the full details of available options
| State Code | National Code | Title | Hours | Type |
|---|---|---|---|---|
| D0616 | BSBCCO401A | Administer customer contact telecommunications technology | 25 | Unit of competency |
| D0924 | BSBPMG404A | Apply quality management techniques | 30 | Unit of competency |
| D0754 | BSBINM401A | IMPLEMENT WORKPLACE INFORMATION SYSTEM | 40 | Unit of competency |
| D1032 | BSBWOR403A | Manage stress in the workplace | 60 | Unit of competency |
| D0633 | BSBCOM401B | Organise and monitor the operation of compliance management system | 40 | Unit of competency |
| D0732 | BSBHRM402A | Recruit, select and induct staff | 45 | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| D692 | BSB40311 | Certificate IV in Customer Contact | Qualification |
VET Info Notes
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 Australian Training Products Ltd., Tel: (03) 9655 0600 or Email: sales@atpl.net.au
3. This qualification was entered on to STARS by Central CSSN on 22/07/2008.
Entry Requirements
Not applicable.
Traineeships and Apprenticeships