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

If not listed, 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

add topic BSBCUS401 Coordinate implementation of customer service strategies

add topic BSBLED401 Develop teams and individuals

add topic BSBWHS401 Implement and monitor WHS policies, procedures and programs to meet legislative requirements

Elective Units

Group A

add topic BSBCUE403 Schedule customer engagement activity

add topic BSBCUE404 Collect, analyse and record information

add topic BSBCUE405 Survey stakeholders to gather and record information

add topic BSBCUE406 Run a multicentre

add topic BSBCUE407 Administer customer engagement technology

add topic BSBCUS402 Address customer needs

add topic BSBCUS403 Implement customer service standards

add topic BSBMGT401 Show leadership in the workplace

add topic BSBMKG419 Analyse consumer behaviour

add topic BSBWOR403 Manage stress in the workplace

Group B

add topic BSBCOM401 Organise and monitor the operation of compliance management system

add topic BSBCOM402 Implement processes for the management of a breach in compliance requirements

add topic BSBCOM403 Provide education and training on compliance requirements and systems

add topic BSBCOM404 Promote and liaise on compliance requirements, systems and related issues

add topic BSBHRM405 Support the recruitment, selection and induction of staff

add topic BSBINM401 Implement workplace information system

add topic BSBINN301 Promote innovation in a team environment

add topic BSBLDR402 Lead effective workplace relationships

add topic BSBLED501 Develop a workplace learning environment

add topic BSBMGT402 Implement operational plan

add topic BSBMGT403 Implement continuous improvement

add topic BSBMGT405 Provide personal leadership

add topic BSBPMG411 Apply project quality management techniques

add topic BSBPMG415 Apply project risk management techniques

add topic BSBPMG522 Undertake project work

add topic BSBRES401 Analyse and present research information

add topic BSBSLS501 Develop a sales plan

add topic BSBSLS502 Lead and manage a sales team

add topic BSBSUS401 Implement and monitor environmentally sustainable work practices

add topic CHCINM001 Meet statutory and organisation information requirements

add topic ICTSAS305 Provide ICT advice to clients

Entry Requirements