Home · Qualifications · Certificate IV in Customer Engagement BSB40315

Certificate IV in Customer Engagement BSB40315

The Certificate IV in Customer Engagement provides you with the skills you need to be effective in your role as you lead your team towards attaining their goals.  The best teams are a delicate balance of strong personalities and hidden talents. It takes understanding, empathy and perception to know how to bring out the best in each individual to get projects finished.

With an improved ability to interpret group and individual dynamics, you may find yourself being asked to lead teams efficiently to innovate and introduce continuous improvements. For those with excellent communication and interpersonal skills, this certificate will validate your talents and be a valuable addition to your CV.

You will learn more about how to resolve complicated situations and make sure customers and employees remain satisfied. Completing this Customer Engagement Certificate in Australia will boost your confidence so that they can tackle complex duties, mentor team members and oversee necessary administrative roles with greater ease and perspective.

Not only will you learn the techniques needed to lead teams and delegate tasks, you will also acquire the tools needed to manage stress.

Certificate IV

6 - 12 months

Flexible Delivery

Face-to-face workshops + work-based learning activities

Funding Available

*Enquire for eligibility **Limited Time Only

nationally recognised training
Nationally Recognised Qualification

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Our approach

Building, retaining and maintaining total engagement has never been as important as it is now. The global consumer marketplace is becoming increasingly competitive and crowded

What are the entry requirements?

There are no formal entry requirements for this Certificate IV in Customer Engagement qualification although access to a workplace is recommended to assist with the completion of the required evidence.

Who is suited to completing this qualification?

Leaders who are newly promoted in contact centres or in customer engagement roles see this qualification as a way of stepping forward in their career or validating the skills they have.

Learning Outcomes


Provide high levels of service to internal and external customers

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Demonstrate team leadership and delegation skills

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Provide a safe and secure work environment for staff and consumers


Develop a continuous improvement culture

Course Structure

We have selected key subjects that focus on in demand skills for today’s workplace. Informed by our learning and development experts and our industry consultation, the skills learnt are relevant across all industries.

Units and Outcomes 

Units are bundled to ensure learners get the most out of the course as is possible.

Please enter your details below to download the Certificate IV in Customer Engagement Course Guide:
    Get our monthly eNewsletter, event invitations, special offers and other goodies. It’s free! We won’t share your email outside of MCI Solutions and you can unsubscribe at any time.

This module is your opportunity to gain the skills you need to demonstrate that you have a high level of leadership ability.  Gather a toolkit of techniques and strategies against recognised frameworks that can be readily applied in the work context.

  • BSBLDR401 – Show leadership in the workplace
  • BSBLDR402 – Lead effective workplace relationships
  • BSBLDR403 – Lead team effectiveness
  • BSBLED401 – Develop Teams and Individuals

Workplace safety is a key management responsibility.  Gain the skills you need to ensure that your team operates in a safe and healthy environment by minimising risks and being proactive in your approach to safety.

  • BSBWOR403 – Manage stress in the workplace
  • BSBWHS401 – Implement and monitor WHS policies, procedures and programs to meet legislative requirements

Customer service is the vital organ of business and in this module, we provide you with the skills and knowledge to be innovative in your approach to creating a customer-centric culture.

  • BSBCUS402 – Address customer needs
  • BSBCMM301 – Process customer complaint
  • BSBINN301 – Promote innovation in a team environment
  • BSBCUS403 – Implement customer service standards

We provide you with the skills and knowledge to create an operational plan so that you can execute effectively on the strategy you develop.  This crucial part of your role is part of the ability to drive the changes needed to establish a culture of excellence.

  • BSBCUS401 – Coordinate implementation of customer service strategies
  • BSBMGT402 – Implement operational plan
  • BSBMGT403 – Implement continuous improvement

Funding options - NSW Smart & Skilled

NSW now smart and skilled banner

Smart and Skilled is a reform of the NSW Vocational Education and Training (VET) system. It’s helping people in NSW get the skills they need to find a job and advance their careers. Smart and Skilled provides eligible students with: an entitlement to government-subsidised training up to and including Certificate III and government funding for higher-level courses (Certificate IV and above) in targeted priority areas. Management Consultancy International (MCI Solutions) is an approved provider of NSW Smart and Skilled subsidised courses across most regions of NSW, including the greater Sydney Metro region.

“We have been working with MCI for the past 4 years. Our participants commented that MCI’s facilitators were incredibly enthusiastic and engaging, whilst providing some very useful insights and tools to assist in holding coaching conversations. MCI’s professional development days are a unique community give back, Denise herself condenses a myriad of information from the conferences she attends into meaningful, impactful information that keeps participants up to date with the latest trends.”
Kylie Perrin - HR Manager - Fujifilm
“MCI has assisted Teachers Health Fund in meeting our formal education development goals for our pipeline of future men and women leaders. As a not-for-profit, getting high value for each learning and development dollar we spend is a priority. The support extended to our organisation from MCI from start to finish is a real credit to them.”
Leanne Jensen-Smith - People & Culture Manager - Teachers Health Hub


Let us answer your questions.
Contact us to learn more.

Right now, all courses are supported online. Our other short courses and qualifications also have face to face training elements.

– Face-to-face – clients offices/third party locations that suit the size and needs of the group
– Face to face – MCI’s incredible facilities in the Sydney CBD – Level 4, 23 Hunter Street
– Online – via our engaging eCampus that enables participants to learn in their own time and enter a world of current and business focused content.
– Combination of the above as required so that our learners experience a blended approach to improve their performance by gaining new skills and knowledge.

Yes – Our specialist instructional design team is made up of experienced and creative writers and designers so that learners benefit from an engaging and highly interactive program. We listen to what your needs are and how they relate to the overall vision of the business and we ensure that we select the right platform and content to meet these requirements. We ensure that you notice the difference pre- and post-training to generate the organisational changes you need to lift performance to the next level.

Our team of trainers are well known in the industry for their deep knowledge, engaging presence and ability to take their group on their learning journey using a toolkit of activities, games and discussions.

Please enquire for course and training prices. Our public schedule price list offers a variety of courses at a standard price, delivered at our Sydney CBD training venue – Level 4, 23 Hunter Street.

Our bespoke solutions vary depending on your requirements, number of participants and the complexity of the program. Allow us to do a detailed analysis as you brief us on the scope of the project.

Yes, we help you determine who should be trained and whether a nationally recognised certificate or a non-accredited executive skills would be a suitable choice. We can also measure changes in performance via one of the embedding apps that your participants could have access to post-training. Learning is all about measuring change – simply choose which measurement mechanism is appropriate for your needs.

We provide you with the option of our public schedule program in Sydney for certain popular courses. Alternatively, provide some small group coaching for your team so that they receive more individualised attention from our coaches and trainers. Enquire with us and we will help you find the right solution.

– We offer funding across NSW for full qualifications from Certificate III to Advanced Diploma level qualifications
– We also offer our corporate clients Skill Sets (up to half the qualification) for dedicated classes on client site across NSW
– Concessions are also available for people with a disability; NSW Social Housing residents and people from an ATSI background.

Are you?

1) 15 years old or over?
2) No longer at school?
3) Living or working in NSW?
4) An Australian citizen, Australian permanent resident, humanitarian visa holder or New Zealand citizen?

If you answered ‘Yes’ to all four questions, then you’re eligible to enrol in a government-subsidised course with MCI as we are an approved Smart and Skilled training provider.

Contact us to learn more:

    Get our monthly eNewsletter, event invitations, special offers and other goodies. It’s free! We won’t share your email outside of MCI Solutions and you can unsubscribe at any time.