Certificate IV in Customer Contact

This qualification reflects the role of individuals who typically undertake complex customer interactions, often as a team leader and with significant authority to delegate.

Duties at this level may include using multi-channel communications; receiving and responding to complex customer requests or enquiries; handling customer complaints; applying key performance indicators; leading a team; coaching staff; scheduling and organising; and gathering, interpreting and organising data capture.

Candidates undertaking this qualification require sound communication and interpersonal skills.

They may provide technical advice and support to a team.

Job roles

Possible job roles relevant to this qualification include:

contact centre team leader

quality assurance coordinator

customer contact coach



complex enquiry customer contact operator.


Total number of units = 13

3 core units plus

10 elective units of which:

4 units must be from Group A elective units below

the remaining 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

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 BSBCUS401B Coordinate implementation of customer service strategies

add topic BSBLED401A Develop teams and individuals

add topic BSBOHS407A Monitor a safe workplace

Elective units

Group A

add topic BSBCCO403A Schedule customer contact activity

add topic BSBCCO404A Collect, analyse and record information

add topic BSBCCO405A Survey stakeholders to gather and record information

add topic BSBCCO406A Run a multicentre

add topic BSBCCO407A Administer customer contact technology

add topic BSBCUS402B Address customer needs

add topic BSBCUS403B Implement customer service standards

add topic BSBMGT401A Show leadership in the workplace

add topic BSBMKG402B Analyse consumer behaviour for specific markets

add topic BSBWOR403A Manage stress in the workplace

Group B

add topic BSBCOM401B Organise and monitor the operation of compliance management system

add topic BSBCOM402B Implement processes for the management of a breach in compliance requirements

add topic BSBCOM403B Provide education and training on compliance requirements and systems

add topic BSBCOM404B Promote and liaise on compliance requirements, systems and related issues

add topic BSBHRM402A Recruit, select and induct staff

add topic BSBINM401A Implement workplace information system

add topic BSBINN301A Promote innovation in a team environment

add topic BSBLED501A Develop a workplace learning environment

add topic BSBMGT402A Implement operational plan

add topic BSBMGT403A Implement continuous improvement

add topic BSBMGT405A Provide personal leadership

add topic BSBPMG404A Apply quality management techniques

add topic BSBPMG407A Apply risk management techniques

add topic BSBPMG510A Manage projects

add topic BSBSLS501A Develop a sales plan

add topic BSBSLS502A Lead and manage a sales team

add topic BSBSUS301A Implement and monitor environmentally sustainable work practices

add topic BSBWOR401A Establish effective workplace relationships

add topic CHCINF505C Meet statutory and organisation information requirements

add topic CHCPOL403B Undertake research activities

add topic ICASAS305A Provide IT advice to clients


    Pathways into the qualification

    Preferred pathway for candidates considering this qualification include:

    BSB30211 Certificate III in Customer Contact or other relevant qualifications

    vocational experience assisting in a range of support roles without a formal business qualification.

    Pathways from the qualification

    BSB50311 Diploma of Customer Contact or a range of other Diploma qualifications.

Entry Requirements

There are no entry requirements for this qualification.

Licensing Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements.

Employability Skills

The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability skill

Industry/enterprise requirements for this qualification include:


transferring information centre's operational plans, goals, new products and services to team and project members

reading and interpreting a range of reports and information

writing team and project plans, documents and reports


developing a team culture and identity

managing a team and applying knowledge of one’s own role to achieve team goals

working with diverse persons and groups


analysing information and reports

dealing with complex customer complaints and escalations

working through alternatives and improvements

Initiative and enterprise

contributing to suggestions for improvements to products, services and processes

supporting operational plans and organisational goals

Planning and organising

developing team plans

managing learning and development plans for team members

planning team resources, targets and performance levels


managing own performance and motivating others

managing own time and work priorities

managing stress in the workplace


learning new ideas, skills and techniques

providing appropriate information on systems, products and services to team members


using electronic communication devices and processes to support team management, i.e. internet, intranet, telephony equipment, software packages, enterprise systems and email

using technology to assist the manipulation of information and to maximise performance