This qualification reflects the role of individuals who typically undertake complex customer interactions, often as a team leader and with significant authority to
This course is a flexible work-based traineeship program conducted over a 24 month period. Participants may complete the course at an accelerated rate, depending on their breadth of knowledge and level of experience.
Our course is aimed at people who are employed in a business or organisation, have 2 to 3 years or more experience in the workforce, and wish to upgrade their business skills to a higher level.
Assessment will be carried out throughout the duration of the qualification. Feedback will be given to participants by their Assessor as they progress through the qualification.
The ways in which assessment activities are conducted may include:
Written/oral questions are designed to enable assessment of the required knowledge. Assessors might develop additional questions to elicit more detailed responses.
Projects are designed to enable holistic assessment of the unit of competency. The Assessor will consider each project in the context of the organisation and make adjustments or contextualise as necessary.
Observations are used to record participants carrying out their normal work duties which the trainer/assessor has observed, and provides evidence that the participant can perform the tasks associated with the unit of competency.
Third party reports
We ask the Supervisor or Manager to confirm in writing that the participant has, over a period of time, demonstrated the defined skills and have the required knowledge to satisfy the competency standards that are being assessed.
Recognition of prior learning
ARC Training offers the opportunity to go through a Recognition of Prior Learning (RPL) process. Should the participant identify that they already have some or all of the skills required for a unit prior to, or during, the training and they believe they can already demonstrate these skills, they should speak to their Assessor about applying for RPL.
There are no entry requirements for this qualification.
Please check with us whether eligibility criteria may apply for Government funded programs.
ARC Training has policies, procedures and information to help create a working and learning environment that is safe and healthy, culturally diverse, friendly and nondiscriminatory. Please visit www.arcgroup.com.au
Fees and charges
For information on fees and charges please call 1300 793 146.
The wide range of units provides participants with the knowledge and the specialist skills required to work efficiently and effectively in any call centre environment.
Participants will need to complete three core units and ten elective units for this qualification. Here are the units that are available in our standard Certificate IV in Customer Engagement program.
Keep in mind, ARC Training can tailor a qualification to reflect your company’s specialist roles or specific requirements.
|BSBWHS401||Implement and monitor WHS policies procedures and programs to meet legislative requirements|
|BSBCUS401||Coordinate implementation of customer service strategies|
|BSBLED401||Develop teams and individuals|
|BSBMGT401||Show leadership in the workplace|
|BSBCUS402||Address customer needs|
|BSBCUS403||Implement customer service standards|
|BSBCUE404||Collect analyse and record information|
|BSBPMG522||Undertake project work|
|BSBWOR403||Manage stress in the workplace|
|BSBINM401||Implement workplace information system|
|BSBWOR401||Establish effective workplace relationships|
|BSBWOR402||Promote team effectiveness|
|BSBMGT403||Implement continuous improvement|
|BSBCUE406||Run a multicentre|
Training and assessment is conducted:
On the job – The Trainer accompanies the participant(s) while they undertake their normal activities. This may be in a one-on-one format or in small groups with other participants doing the same training.
Off the job – Training takes place in a classroom either on a one-on-one basis or in small groups. It may involve discussions, presentations, role plays and simulated
RTO Code 91007
ARC Training training and education solutions for individuals and businesses Australia wide.
Your education is our focus, our support team are available to assist you right now!