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Certificate IV

in Business (Customer Engagement)

Our Certificate IV in Business (Customer Engagement) qualification reflects the role of individuals with excellent communication and interpersonal skills who undertake complex customer interactions, often as a team leader and will significant authority to delegate. 


Duties at this level are varied and may include responding to complex customer requests handling complaints, coaching staff and completing related administrative tasks. 


Successful completion of the BSB40120 – Certificate IV in Business (Customer Engagement), may lead to employment opportunities, such as:

  • Analyst (Contact Centre);

  • Outbound Customer Engagement Team Leader; or

  • Sales Consultant.

Please note: This course provides skills and knowledge to the industry standard, but does not guarantee a job.


We use a range of assessment methods for this qualification, including:

  • Short answers;

  • Projects;

  • Activities; and

  • Workplace Observation or Observation in a Simulated Workplace.


There are no formal entry requirements for this course. However, prior to

enrolment students are required to provide their Unique Student

Identifier and photo identification. Prospective students may be required to complete a language, literacy and numeracy assessment.



This qualification can be completed in twelve months. The volume of learning offered by Aurora Training and Professional Services may vary per student depending on their existing skills and knowledge. More experienced students are likely to complete the course in a shorter period of time. The duration may vary depending on Credit Transfer [CT] or Recognition of Prior Learning [RPL]. Students can apply for CT or RPL at the time of enrolment



Delivery of training may take differing forms, including Face-to-Face, Online, Work-based, Blended and Traineeships, dependent on the requirements of the Client or the needs of the cohort.

Units of Competency

  • BSBCUS401 – Coordinate implementation of customer service strategies (C)

  • BSBLED401 – Develop teams and individuals (C)

  • BSBWHS401 – Implement and monitor WHS policies, procedures and programs to meet legislative requirements (C)

  • BSBCUE403 – Schedule customer engagement activity (E)

  • BSBCUE407 – Administer customer engagement technology (E)

  • BSBCUS402 – Address customer needs (E)

  • BSBCUS403 – Implement customer service standards (E)

  • BSBPMG415 – Apply project risk management techniques (E)

  • BSBWOR403 – Manage stress in the workplace (E)

  • BSBLDR402 – Lead effective workplace relationships (E)

  • BSBINN301 – Promote innovation in a team environment (E)

  • BSBMGT402 – Implement operational plan (E)

  • BSBMGT403 – Implement continuous improvement (E)

(C) – Core unit; (E) – Elective unit

This qualification consist of 13 units of competence, as shown below. Please call Aurora Training and Professional Services for enquiries about customisation and contextualisation.



This training is subsidised by the NSW Government.

  • Exemption: $0

  • Concession: $240

  • Traineeships: $0

The fees for the course will vary based on the eligibility criteria. For more information please visit


This course is offered on a fee-for-service (FFS) basis, the cost to undertake this nationally recognised qualification is:

  • $4,500

  • Aurora TPS does not accept upfront payments of more than $1,500. If a student’s fee is more than this amount, the support of a flexible payment plan will be offered to students.


  • Application for Enrolment $200

  • Deferment Fee (administration charges) $50

  • Replacement of Testamur/ statement of attainment / Qualification Certificate $50

  • Repeat of unit (Third attempt onwards Per unit) $150

  • RPL assessment Contact us for a quote


Please note: courses fees and additional charges may change from time to time, please check with Aurora Training and Professional Services staff for updates.


We're here to help you, every step of the way.
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