Coordinate retail office

This unit describes the performance outcomes, skills and knowledge required to coordinate a retail office. It involves maintaining office procedures, processing data in response to information requests, composing reports and correspondence, maintaining recording and filing systems and maintaining digital storage media and computer filing systems.


This unit applies to team member who coordinate a retail office, responding accurately and appropriately to requests for information and maintaining records and filing systems, including computerised records, according to store policy and procedures. Those with managerial responsibility undertake this unit.



Elements and Performance Criteria


Performance Criteria

Elements describe the essential outcomes of a unit of competency.

Performance criteria describe the performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge section and the range statement. Assessment of performance is to be consistent with the evidence guide.

1. Maintain office procedures.

1.1.Monitor, record and order office supplies as required according to store policy and procedures.

1.2.Implement store policy and procedures in regard to special requests and requirements, according to set timeframes.

2. Process data in response to information requests.

2.1.Document requests for information and identify responses according to store policy.

2.2.Identify relevant external information sources.

2.3.Obtain access to identified sources.

2.4.Access and extract relevant information.

2.5.Identify and offer options and alternatives where available information does not match defined needs.

2.6.Accurately copy or summarise extracted information.

2.7.Compile and update appropriate records required for regulatory compliance to maintain security and confidentiality of contents.

3. Compose reports and correspondence.

3.1.Collate relevant information and edit as required.

3.2.Use clear, concise, easily understood language when writing text.

3.3.Use correct spelling, punctuation and grammar.

3.4.Draft and set out correspondence and reports according to store policy.

3.5.Produced edited report and dispatch to relevant personnel.

3.6.Copy and securely file final report according to store policy.

4. Maintain existing recording and filing systems.

4.1.Maintain recording and filing systems according to store policy.

4.2.Allocate new documents to designated category.

4.3.Monitor the issue and return of documents to ensure the integrity of the system is maintained.

4.4.Archive, remove and update documents to ensure appropriate space available for current records.

4.5.Identify and locate required files and dispatch to nominated person or section within designated time limits.

4.6.Monitor and record file and document movements.

4.7.Maintain documents in good condition and in correct location.

4.8.Separate confidential files from general files, with access available to nominated personnel only.

4.9.Monitor security system to ensure issued files are traceable at all times.

5. Maintain computer storage media.

5.1.Maintain storage media and filing system according to store policy and procedures.

5.2.Format digital storage media using correct procedures.

5.3.Create back up files to ensure safety, security and confidentiality of files is maintained.

5.4.Store back up files in the designated manner and location.

5.5.Regularly perform virus checks on the system and back up storage media.

5.6.Store hardware according to manufacturer instructions.

5.7.File and store software according to organisational procedures.

5.8.Observe Work Health and Safety (WHS) guidelines relating to screen based equipment and ergonomic work stations.

6. Maintain computer filing system.

6.1.Determine document filing requirements.

6.2.Create a filing system that reflects the size, nature and complexity of the workplace.

6.3.Implement security checks where necessary.

6.4.Add file names to the filing system as required.

6.5.Update the filing system regularly by deleting or archiving old files.

6.6.Exit programs according to screen prompts to preserve data.

Required Skills

This section describes the essential skills and knowledge and their level, required for this unit.

Required skills

literacy and numeracy skills to:

process, record and document information

write reports

use various computer software packages

interpersonal communication skills to:

deal with information requests through clear and direct communication

ask questions to identify and confirm requirements

share information

use language and concepts appropriate to cultural differences

use and interpret non-verbal communication

Required knowledge

store policy and procedures in regard to:

store administration and financial systems

systems and methods for organisation of work routine

appropriate clerical or office systems

mail procedures

transport procedures, including cab charge and courier systems

systems and procedures for processing information

types and functions of records management systems

types and functions of office technology, including:



software packages

installation of hardware and software packages

software licensing requirements

relevant WHS requirements in relation to the retail office

principles and techniques in interpersonal communication skills

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

consistently implements workplace office procedures

responds accurately and appropriately to requests for information according to store policy

consistently applies procedures for maintaining records and filing system, including computerised records.

Context of and specific resources for assessment

Assessment must ensure access to:

a retail work environment

sample policy and procedures in regard to:

store administration and clerical or office systems

processing of information

format and technical vocabulary

WHS legislation and codes of practice

a range of office equipment, including:



software packages

a work team.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

observation of performance in the workplace

third-party reports from a supervisor

answers to questions about specific skills and knowledge

review of portfolios of evidence and third-party workplace reports of on-the-job performance.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.

Ordering procedures may include:





Store policy and procedures in regard to:

store administration and clerical systems

document format and technical vocabulary.

Special requests and requirements may include:


ordering of stock

bill payment

taxation paperwork

courier service

transport, e.g. taxi, cab charge

special mail procedures.

External information sources may include:




technical support personnel

maintenance personnel.

Modes of access to identified sources may include:

contact person

contact details.

Relevant information may include:






Options and alternatives may be limited by:

regulatory requirements


store policy.

Relevant personnel may include:

relevant managers


team leader.

Recording and filing systems may be:



Digital storage media may include:

floppy disk

USB drive

zip disk



digital tape

external hard drive.

Hardware may include:


keyboard or typewriter





storage media.

OHS guidelines may include:





glare and reflection

keyboard equipment and radiation

eye strain

setting up work stations.



Competency Field


Employability Skills

This unit contains employability skills.

Licensing Information

No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.