Designed for

Team leaders and supervisors (e.g. within call centres or face to face) who are responsible for indentifying, gathering and communicating information to their customers.

Timeframe

Approximately 12 to 18 months.

Structure

13 units comprising of 7 core units and 6 electives.

Assessment

You’ll be assessed through workplace projects, which require you to compile a range of evidence that demonstrates your competence.

RPL

Recognition of skills and knowledge gained through previous studies, work and life experiences may lead to advanced standing in this course.

Unit code	Course
Core - all 7 units required
BSBCCO402A Gather, collate and record information	Getting to Know Your Customer Improve your knowledge of statutory, regulatory and legislative requirements. As well as interview and record collating techniques.
BSBCUS401A Coordinate implementation of customer service strategies	Delivering Customer Service Learn how to identify the needs and priorities for effective customer service. You will learn how to design strategies that improve delivery of products and services.
BSBLED401A Develop teams and individuals	Develop Workplace Learning Obtain knowledge on identifying and implementing learning opportunities for others. Effectively create plans to match skill needs.
BSBMGT403A Implement continuous improvement	Implementing Continuous Improvement Develop your knowledge of the principles and techniques associated with continuous improvement systems and processes, as well as how to implement to improve performance.
BSBMGT405A Provide personal leadership	Leadership with Impact Learn how to develop an effective leadership style and how to articulate organisational plans and influence positive change in the workplace.
BSBOHS407A Monitor a safe workplace	Safe Work Practices Get to grips with your roles and responsibilities in OHS and legislation.
FNSICORG515B Provide mentoring and coaching within the workplace	Coaching in the Workplace Learn how to develop rapport with individuals to identify their career requirements. Advance your knowledge of how to analyse training needs.

Unit code	Course
Electives - up to 6 units required
BSBWRT401A Write complex documents	Effective Business Writing Learn how to structure and produce accurate and clear information for various text types and diverse audiences.
BSBWOR401A Establish effective workplace relationships	Working Relationships Develop a range of communication techniques to positively influence relationships to achieve the outcomes you planned.
BSBPMG510A Manage projects	Introduction to Projects Learn to develop an effective project plan and evaluate its performance.
BSBMGT402A Implement operational plan	Planning for Success Develop the techniques associated with monitoring and implementing operations and procedures as well as learn how to provide reports on performance as required.
BSBREL402A Build client relationships and business networks	Building Client Relationships Learn how to establish and maintain relationships with various stakeholders.
BSBCMM401A Make a presentation	Professional Presentations Increase your knowledge of principles behind effective communication.