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Our Courses and Units

Certificate III in Customer Engagement (BSB30215)

Certificate IV in Customer Engagement (BSB40315)

Certificate III in Business (BSB30115)

Certificate IV in Business (BSB40215)

Certificate IV in Leadership and Management (BSB42015)

Diploma of Leadership and Management (BSB51915)

Please note: packaging rules apply; ask us how.



Certificate III in Customer Engagement (BSB30215)

Core Units
(all 4 units are compulsory)

  • Use multiple information systems
  • Work effectively in customer engagement
  • Develop product and service knowledge for customer contact operation
  • Deliver and monitor a service to customers


Elective Units (choose 8 units from any of the Streams)

Customer Service Stream

  • Address customer needs
  • Conduct customers engagement
  • Implement customer service standards
  • Collect data
  • Apply knowledge of WHS legislation in the workplace
  • Schedule customer engagement activity
  • Communicate electronically
  • Work effectively with others
  • Manage personal stress in the workplace
  • Organise personal work priorities and development
  • Process customer complaints
  • Provide personal leadership
  • Implement operational plan

Sales Stream

  • Identify and plan sales prospects
  • Provide sales solutions to customers
  • Present, secure and support sales solutions
  • Identify opportunities for cross-selling products and services
  • Conduct a telemarketing campaign
  • Conduct outbound customer engagement
  • Record client support requirements
  • Develop a sales plan


Certificate IV in Customer Engagement (BSB40315)

Core Units
(all 3 are compulsory)

  • Coordinate implementation of customer service strategies
  • Develop teams and individuals
  • Implement and monitor WHS policies, procedures and programs to meet legislative requirements


Elective Units (choose 10 units from any of the Streams)

Customer Service Stream

  • Implement customer service standards
  • Address customer needs
  • Schedule customer engagement activity
  • Collate, analyse & record information
  • Implement continuous improvement
  • Manage stress in the workplace
  • Survey stakeholders to gather and record information
  • Provide personal information

Sales Stream

  • Identify and plan sales prospects
  • Schedule customer engagement activity
  • Implement continuous improvement
  • Identify opportunities for cross-selling products and services
  • Analyse consumer behaviour for specific markets
  • Survey stakeholders to gather and record information
  • Address customer needs
  • Undertake project work
  • Develop a sales plan
  • Lead and manage a sales team

Leadership Stream

  • Provide education and training on compliance requirements and systems
  • Support the recruitment, selection and induction of staff
  • Administer customer engagement technology
  • Show leadership in the workplace
  • Manage stress in the workplace
  • Promote innovation in a team environment
  • Implement operational plan
  • Implement continuous improvement
  • Provide personal leadership
  • Apply project quality management techniques
  • Develop a workplace learning environment
  • Lead effective workplace relationships
  • Undertake project work



Certificate III in Business (BSB30115)

Core Units
(this unit only is compulsory)

  • Apply knowledge of WHS legislation in the workplace


Elective Units (choose 11 units)

  • Deliver and monitor a service to customers
  • Work effectively with diversity
  • Maintain financial records
  • Maintain business resources
  • Organise workplace information
  • Organise meetings
  • Collect data
  • Promote innovation in a team environment
  • Communicate electronically
  • Process customer complaints
  • Create electronic presentations
  • Use multiple information systems
  • Manage stress in the workplace
  • Support continuous improvement systems and processes
  • Support operational plan
  • Recommend products and services
  • Purchase goods and services
  • Implement & monitor environmentally sustainable work practices
  • Organise personal work priorities and development
  • Work effectively as an off-site worker
  • Contribute to effective workplace relationships
  • Contribute to team effectiveness
  • Support a workplace learning environment
  • Write simple documents



Certificate IV in Business (BSB40215)

Core Units
(this unit only is compulsory)

  • Implement and monitor WHS policies, procedures and programs to meet legislative requirements


Elective Units (choose 9 units)

  • Coordinate implementation of customer service strategies
  • Address customer needs
  • Implement customer service standards
  • Work effectively in a business continuity context 
  • Implement continuous improvement
  • Implement operational plan
  • Organise meetings
  • Coordinate business resources
  • Promote innovation in a team environment
  • Maintain business resources
  • Make a presentation
  • Develop teams and individuals
  • Promote products and services
  • Undertake marketing activities
  • Undertake project work
  • Provide information from and about records
  • Establish networks
  • Analyse and present research information
  • Identify risk and apply risk management processes
  • Implement and monitor environmentally sustainable work practices
  • Write complex documents



Certificate IV in Leadership and Management (BSB42015)

Core Units
(all 4 units are compulsory)

  • Communicate effectively as a workplace leader
  • Implement operational plan
  • Lead effective workplace relationships
  • Lead team effectiveness


Elective Units (choose 8 units)

  • Show leadeship in the workplace
  • Address customer needs
  • Implement customer service standards
  • Mentor in the workplace
  • Lead a diverse workplace
  • Implement & monitor WHS policies, procedures and programs
  • Coordinate business resources
  • Implement workplace information system
  • Promote innovation in a team environment
  • Make a presentation
  • Manage stress in the workplace
  • Develop teams and individuals
  • Implement continuous improvement
  • Lead and facilitate off-site staff
  • Promote products and services
  • Undertake project work
  • Support the recruit, selection and induction of new staff
  • Build client relationships and business networks
  • Analyse and present research information
  • Identify risk and apply risk management processes
  • Implement and monitor environmentally sustainable work practices
  • Articulate, present and debate ideas
  • Develop work priorities
  • Write complex documents



Diploma of Leadership and Management (BSB51915)

Core Units
(all 4 units are compulsory)

  • Develop and use emotional intelligence
  • Manage operational plan
  • Lead and manage effective workplace relationships
  • Lead and manage team effectiveness


Elective Units (choose 8 units)

  • Manage quality customer service
  • Support the recruitment, selection and induction staff
  • Build and sustain an innovative work environment
  • Communicate with influence
  • Implement diversity in the workplace
  • Manage people performance
  • Facilitate continuous improvement
  • Develop organisation policy
  • Plan and manage the flexible workforce
  • Undertake project work
  • Manage risk
  • Ensure a safe workplace
  • Manage personal work priorities and professional development
  • Manage meetings
  • Develop processes for the management of breaches in compliance requirements
  • Develop and manage performance-management processes
  • Manage workforce planning
  • Establish systems that support innovation
  • Develop a workplace learning environment
  • Plan, implement and review a quality assurance program
  • Develop a sales plan
  • Lead and manage a sales team
  • Develop workplace policy and procedures for sustainability
  • Manage employee relations