Unit of competency Outline

Date retreived
22/07/2026 2:42 PM 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.

Manage organisational customer service

Manage organisational customer service

Unit of competency
National Code
BSBOPS505
State Code
OCE37
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
19/10/2020
View on TGA
State Implementation and Classification
Approved Date
16/03/2021
Field of Education
080509 - Public Relations
Original Release Date
16/03/2021
Nominal Hours
35
Description
This unit describes the skills and knowledge required to develop strategies to manage organisational systems that ensure products and services are delivered and maintained to standards agreed by the organisation.The unit applies to individuals who supervise customer service provided by others within an organisation. At this level, individuals must exercise considerable discretion and judgement, using a range of problem solving and decision making strategies.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Establish customer requirements
  • 1.1 Consult with customers to identify customer service requirements
  • 1.2 Integrate customer feedback into organisation’s business plan
  • 1.3 Identify and procure resources required to address customer service requirements
2. Deliver quality products and services
  • 2.1 Deliver product and service according to customer specifications within organisation’s business plan
  • 2.2 Monitor team performance and assess against the organisation’s quality and delivery standards
  • 2.3 Support colleagues to overcome difficulties in meeting customer service standards
3. Evaluate customer service
  • 3.1 Develop and use strategies for monitoring progress against product and service targets and standards
  • 3.2 Develop and use strategies for obtaining customer feedback on provision of product and service
  • 3.3 Adapt delivery of customer product and service in consultation with relevant individuals and groups
  • 3.4 Manage records, reports and recommendations within the organisation’s systems and processes
No information
No information
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