“Deirdre has been the key designer, developer and deliverer of the Leadership Development Program at Misubishi Motors Australia for about 100 of our people and she is held in very high regard..."

Ian Cogdell


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Certificate IV in Customer Contact (BSB40312)


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.

Pathways into the qualification

Preferred pathways for candidates considering this qualification include:

  • BSB30212 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

After achieving the BSB40312 Certificate IV in Customer Contact, candidates may undertake the BSB50311 Diploma of Customer Contact, a qualification for those seeking to develop more specialised technical skills and knowledge for working in a range of customer contact roles, or a range of other Diploma qualifications.

Job Roles

Possible job titles relevant to this qualification include:

  • contact centre team leader
  • quality assurance coordinator
  • customer contact coach
  • analyst
  • scheduler
  • complex enquiry customer contact operator.

Qualification Rules

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. Elective units must be relevant to the work outcome, local industry requirements and the qualification level.

Code Title Core/Elective
BSBCUS401B Coordinate implementation of customer service strategies Core
BSBLED401A Develop teams and individuals Core
BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements Core
Group A    
BSBCCO403A Schedule customer contact activity Elective
BSBCCO404A Collect, analyse and record information Elective
BSBCCO405A Survey stakeholders to gather and record information Elective
BSBCCO406A Run a multicentre Elective
BSBCCO407A Administer customer contact technology Elective
BSBCUS402B Address customer needs Elective
BSBCUS403B Implement customer service standards Elective
BSBMGT401A Show leadership in the workplace Elective
BSBMKG402B Analyse consumer behaviour for specific markets Elective
BSBWOR403A Manage stress in the workplace Elective
Group B    
BSBCOM401B Organise and monitor the operation of compliance management system Elective
BSBCOM402B Implement processes for the management of a breach in compliance requirements Elective
BSBCOM403B Provide education and training on compliance requirements and systems Elective
BSBCOM404B Promote and liaise on compliance requirements, systems and related issues Elective
BSBHRM405A Support the recruitment, selection and induction of staff Elective
BSBINM401A Implement workplace information system Elective
BSBINN301A Promote innovation in a team environment Elective
BSBLED501A Develop a workplace learning environment Elective
BSBMGT402A BSBMGT402A  Implement operational plan Elective
BSBMGT403A Implement continuous improvement Elective
BSBMGT405A Provide personal leadership Elective
BSBPMG411A Apply project quality management techniques Elective
BSBPMG415A Apply project risk management techniques Elective
BSBPMG522A Undertake project work Elective
BSBSLS501A Develop a sales plan Elective
BSBSLS502A Lead and manage a sales team Elective
BSBSUS301A Implement and monitor environmentally sustainable work practices Elective
BSBWOR401A Establish effective workplace relationships Elective
CHCINF505D Meet statutory and organisation information requirements Elective
CHCPOL403C Undertake research activities Elective
ICASAS305A Provide IT advice to clients Elective


Click here for information on our Customer Concepts Program

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