SG00007699 Statement of Attainment in Business Administration #2

Course overview

This short course has been designed to deliver training to individuals working in a range of complex customer service roles.

Duties at this level would include working with multiple communication channels, providing excellent customer service, adhering to key performance indicators, working in a team environment, providing support to a team, providing technical advice, and capturing data. Individuals would work under supervision but may have some authority to delegate.

In addition this course develops learners’ knowledge and skills to work in a manner that is healthy and safe in relation to self and others as well as to manage stress in the workplace.

Eligibility Criteria

To be eligible to enrol into this course, learner must fit into at least one of the categories below:

  • a young person aged 17-24 at the commencement of training, regardless of employment status, including Year 12 school leavers
  • Commonwealth Government welfare benefit recipients
  • an unemployed person
  • an employed person who is expected to become unemployed (e.g. companies in declining industries, people whose employment is conditional on immediately undertaking work relevant training, workers who have been stood down or furloughed).

Eligible learner will also need to be:

  • living in NSW or working in NSW
  • be an Australian or New Zealand citizen, permanent resident or
  • humanitarian visa holder
  • no longer at school.

Career pathways

This skill set assists people working and/or seeking employment in peroperty and business services with customer engagement industries including:

  • employees in call or contact centres, working with social media engagement or answering enquiries
  • working in private, public, non-profit organisations
  • workers in community groups, association, clubs

Mode of delivery

  • Face to Face
  • Distance/online learning: digital classroom based that includes self-directed learning

Duration

Three weeks – two days a week.

Course Fee

This is a government subsidised fee-free training for eligible learners.

Course structure

There is 1 unit of competency to complete.

3 units of competency Unit code Unit title Unit description
BSBWHS201 Contribute to health and safety of self and others This unit provides the student with the skills and knowledge required to work in a manner that is healthy and safe in relation to self and others and to respond to emergency incidents.
It covers following work health and safety (WHS) and emergency procedures and instructions, implementing WHS requirements and participating in WHS consultative processes.
BSBCUS201 Deliver a service to customers This unit provides the student with the skills and knowledge required to deliver all aspects of customer service at an introductory level. It includes creating a relationship with customers, identifying their needs, delivering services or products and processing customer feedback.
BSBWOR202 Organise and complete daily work activities This unit provides the student with the skills and knowledge required to seek feedback for performance improvement and use current technology appropriate to the task.

Completion / Certification

Students who successfully complete 3 units of competency of this training as stated in the course structure will be issued with a nationally accredited Statement of Attainment.

This qualification is recognised nationally under the Australian Qualifications Framework.