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BSB40315

Certificate IV in Customer Engagement

Are you interested in earning a qualification that reflects your customer engagement experience? Have you seen reference to BSB40315 Certificate IV in Customer Engagement? This qualification experienced significant change in 2020 and was replaced by BSB40120 Certificate IV in Business. Your customer experience may make you eligible to receive the latest qualification based on the work you’ve already done. And you could achieve this without having to complete any additional studies, through Recognition of Prior Learning (RPL).

Our Skills Recognition Advisors can conduct a free preliminary assessment to confirm your eligibility.

Find out if you are eligible for this qualification by calling us on 1300 793 002, or through the Get Started button above.

How has the Certificate IV in Customer Engagement changed?

The Certificate IV in Customer Engagement was a qualification that first came about in 2009. At that time, it was called a Certificate IV in Customer Contact.

Over the years, the qualification was reviewed a number times until in 2015 it became BSB40215 Certificate IV in Customer Engagement.

In a review of all business qualifications, in 2020 the Australian government introduced a significant change that saw the Certificate IV in Customer Engagement absorbed into BSB40120 Certificate IV in Business. Officially, the Australian Government labelled Certificate IV in Customer Engagement as “superseded”.

Whilst there are customer service focused subjects (or units of competency) that make up Certificate IV in Business, there is no longer a specialty of customer engagement.

Instead, there are now three options to achieve accredited recognition of your Customer focused skills and knowledge:

1. Complete your Assessments for BSB40315 Certificate IV in Customer Engagement

You can complete your Certificate IV in Customer Engagement (BSB40315) still until the endorsed end date in 2022.

2. Enrol in BSB40120 Certificate IV in Business

You can complete the Certificate IV in Business (BSB40120), including some Customer service focused units in your Academic Transcript – the list of subjects you graduate with in this qualification; and/or

3. Choose to Complete an Accredited Customer Focused Skill Set

You can complete an accredited Customer focused Skill Set.

Sometimes, people call an accredited Skill Set by the terms micro-credential or a micro-qualification. The value of a Skill Set is that it is recognised and endorsed by the Australian Government which gives employers confidence in your accreditation.

The accredited Skill Sets, endorsed by the Australian Government, in the areas of traditional Customer Engagement skills currently are:

1. BSBSS00119 Customer Service Skill Set

Units from this skill set can contribute to credit towards BSB30120 Certificate III in Business (Customer and Client Engagement)

2. BSBSS00126 Contact Centre Skill Set

Units from this skill set can contribute to credit towards BSB20120 Certificate II in Workplace Skills and BSB30120 Certificate III in Business (Technology, Customer and Client Engagement)

3. BSBSS00128 Contact Centre Team Manager Skill Set

Units from this skill set can contribute to credit towards BSB50120 Diploma of Business and BSB50420 Diploma of Leadership and Management

The Value of Your Customer Service Experience

Typically, your experience will involve more complex customer engagements – beyond the “hello, how can I help you today” interactions towards problem-solving and building strong relationships with customers.

Duties could involve balancing a variety of communication channels with customers, to handling customer requests and complaints. There would be a level of accountability and often Key Performance Indicators that had to be met. Customer service teams would be developed under your leadership, from coaching them to be better company and customer advocates to managing and interpreting customer data.

These skills and this knowledge is the bread and butter of clever customer engagement in our world of business today, whether your organisation is distributing products or delivering services.

The skills and knowledge of strong customer engagement strategies is still as current today as it was when the qualification was first created back in 2009.

Is My Certificate IV in Customer Engagement still valid?

Your Certificate IV in Customer Engagement is still recognised as a valid qualification. You can complete your studies in this qualification until 2022.

The qualification still attests to the level of skills and knowledge that you held to graduate successfully with Certificate IV in Customer Engagement.

The Certificate IV in Customer Engagement has simply been updated so it is not the latest version available to the Australian public. The latest version is BSB40120 Certificate IV in Business.  

Recognising Your Customer Service Experience in BSB40210 Certificate IV in Business

Your customer service experience as a supervisor can help you achieve the Certificate IV in Business or accredited Skill Sets through Recognition of Prior Learning (RPL).

When it comes to obtaining Recognition of Prior Learning in Certificate IV in Business, the starting point is that your experience includes some responsibility within your workplace – both for your own development and performance, and often for providing leadership in a team or guiding others. You may even be accountable for the work of others at a limited level.

Your depth of experience has built up enough that you have well developed skills and a broad knowledge so you can tackle the unpredictable problems that can arise on the job. 

You can read more about BSB40120 Certificate IV in Business here.

A total of 12 units of competency must be completed in Certificate IV in Business. The units of competency required are:

  • 6 core units; plus
  • 6 elective units.

Once the core units have been addressed, you have the option of completing your Certificate IV in Business with some customer focused units that reflect your role’s responsibilities as well as your established skills and knowledge.

There is one specialty stream in Certificate IV in Business (Operations) that may best fit your customer service experience.

Are you interested in earning the BSB40120 Certificate IV in Business through Recognition of Prior Learning (RPL)? You may be eligible to receive this qualification based on the work you’ve already done. And, you could do it without having to complete any additional study.

Our Skills Recognition Advisors can conduct a free preliminary assessment to confirm your eligibility.

Find out if you are eligible for this qualification by calling us on 1300 793 002, or apply here.

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