Certificate IV in Customer Engagement


If you’re a people-person and you like helping customers, while leading a team and taking on some higher responsibilities, then this is for you.

It's a more challenging course, designed for those who already have some work experience in customer contact, who may now prefer to be a little removed from the customers so you can concentrate more on the customer service experience, or who are looking for a more demanding/rewarding course that better reflects your abilities.

It’s the next level up from the entry-level, and your expected answers to assessments should match the increased depth and breadth of the content.  It’s obviously more respected - and looks better on your resume - when you’re looking for a customer service job or promotion. 

Your Investment:

From $2950

The course investment starts from $2950. With amazingly affordable pricing, we offer two options to allow you to spread out your investment.

Entry Requirements
Pre Req's:


There are no ATAR or other entry requirements to start studying this course. Just a desire to learn! 



On average these courses can take 8 months to complete. If you have the time and can apply yourself, it is possible to complete it in a much faster timeframe. 


100% online

Our courses are delivered 100% online using some of the most innovative and engaging learning materials available with full mentor support every step of the way.

Start Dates


This course is available to start now or whenever you are ready to go. Just use the Enrol Now button at the top of the page to get started and enrol online.  

Nationally Recognised Training

Recognised Training

This is course is a nationally recognised training programme that can lead to vocational qualifications and credentials that are recognised across Australia.

Need some advice on finding the right course for you?

Watch our short explainer video to find out more about the Certificate IV in Customer Engagement including:

  • What roles you can expect to get out of the course
  • What you will learn in the course
  • Your average salary and career expectations
  • What level of study is the right level for you
  • What to expect when you study this course including times, costs and how to get started!


Your Investment

We have two plans to help fit your chosen course in with your budget. Decide which investment plan suits you best from the options below. When you are ready to apply, click the ENROL NOW button and select your choice in the online enrolment form.

Step 1 - Free Business Course
(save 20% off the full fee)

Fast Track me

On enrolling: $1475
After 3 months: $1475

Total =$2,950

Step 2 - Free Business Course
(get started for just $150)

Start Me Up

On enrolling: $125
52 weeks @$65.67pw
*Payments can be structured weekly, fortnightly or monthly
Total =$3,540

Nothing else to pay!

All the learning materials, tuition, assessments, student support and issuing of your Certificate are provided in the fee.

The fineprint: 

  • your Certificate can only be issued once all payments have been made in full. 
  • if you want us to send you a second Certificate, this can be done at a cost of $55 each time.
  • If for any reason, you are not 100% happy with your course, Edmund Barton College offers you a 30-day money-back guarantee.  That is, if you choose to cancel, Edmund Barton College will refund anything you have paid in excess of our admin fee. The conditions are;
    • You have not completed more than 1 unit through to assessment stage, and
    • You let us know in writing that you wish to cancel within 30 days of enrolling, and
    • The admin fee is equal to one month’s payment under your chosen course’s “Start Me Up” plan.
    • If you would like to dispute a payment or claim a refund, please contact us at [email protected]
  • if you cancel, then you could be eligible for an Academic Transcript, which will entitle you to credit for the units you have successfully completed. Feel free to request this.


You know how customers sometimes ask, “I want to speak to your Supervisor” ?? … well after you complete a Certificate IV in Customer Engagement that could be you! You’ll learn about engaging with customers both face-to-face and over the phone in a Customer Contact Centre in a deeper way.

Some of the things you’ll do in your job at this level would include responding to complex customer requests, handling complaints, coaching staff and completing related administrative tasks. You’ll also learn some skills in how to lead a team of co-workers, how to implement strategies and how to take more control in your workplace. And, you’ll do this effortlessly, calmly and professionally.... at least, it’ll look like that!

You’ll also get a lot of confidence to prepare you for this style of work. You can learn high-level customer service strategies and how to work or lead a team, try a few things, get some feedback from our Mentors, and then become really good at this.  Then, you can talk to your Manager - confident in your new abilities from your Qualification - and ask for that promotion, pay rise or both!

The Certificate IV in Customer Engagement is a development-level course, which means you can step up towards management, once you’ve got some good experience and shown how good you are! Some of our graduates head down these paths;

  • Admin Manager
  • Team Leader
  • Senior Customer Service
  • Executive Assistant
  • Human Resources Assistant
  • Marketing Assistant
  • Real Estate

You’ll naturally get credit for what you do in this course. Upon completing a Certificate IV in Customer Engagement, you can continue your studies through Certificate IV in Business or Certificate IV in Business Admin and/or Diploma of Leadership & Management or Diploma of Business. The credits you earn in this course can count towards further qualifications, which means it’s quicker and cheaper to advance to higher qualifications.


The average dedicated student should expect to do 1 unit every 2-3 weeks. In a Certificate IV in Customer Engagement, there are 13 units to complete. So, you should expect around 8 months to complete. It’s OK to take longer, but there is a maximum time frame of 12 months.

There is no minimum time period, meaning if you have the time now to apply yourself, you can complete this course as fast as want.

Build your own course

If you want to work in a larger organisation, then a Certificate IV in Customer Engagement qualification could get you a job leading up to 10 people in a Customer Engagement Team. Or, in a smaller organisation, you could be the expert Customer Service person who knows how to run the place!

Use the units below to build your own course around your desired outcomes and that will help you reach your career goals.

You need to Choose ALL 3 Core Units

Core Units; 

BSBCUS401 Coordinate implementation of customer service strategies 

BSBLED401 Develop teams and individuals 

BSBWHS401 Implement and monitor WHS policies, procedures and programs to meet legislative requirements

And, you need to choose 10 Electives altogether, based on the packaging rules; that is,


Elective Units - Group A:  Choose all 4 from Group A 

BSBCUS402 Address customer needs 

BSBCUS403 Implement customer service standards 

BSBMGT401 Show leadership in the workplace 

BSBWOR403 Manage stress in the workplace 

Elective Units - Group B: Choose 6 from Group B 

BSBINN301 Promote innovation in a team environment 

BSBLDR402 Lead effective workplace relationships 

BSBMGT402 Implement operational plan 

BSBMGT403 Implement continuous improvement 

BSBPMG522 Undertake project work 

BSBCMM301 Process customer complaints 

BSBWOR301 Organise personal work priorities and development 

BSBADM405 Organise meetings 

BSBCMM401 Make a presentation 

BSBMKG413 Promote products and services 

BSBREL401 Establish networks 

BSBRSK401 Identify risk and apply risk management processes

Make the choice to study with a college that has been delivering accredited courses for over 17 years.

We focus only on delivering our business courses 100% online to allow our students to study a course that suits them in the timeframes that suit them.

We have industry-leading mentors ready to help you every step of the way and we pride ourselves on supporting our students through every step of their studies.

Don't get lost in the system and study at a college that truly cares about each individual.

Fun and engaging learning methods

Our courses are the future of online education! All of our courses are made up of engaging content, quizzes and interactive media designed to make learning fun!

Interactive assessments

Assessments are all made up of quizzes, and long and short answer questions. There is no pass or fail results, we work with you to make sure you understand the topic before moving to the next. 


Design the course around your requirements. You can select the units from each course that best fits your needs and requirements. 

Don't just take our word for it

Listen to one of our previous students, Tarek, talk about the 3 main reasons why he thinks you should study at Edmund Barton College.

1) Affordable courses that are all AQF (Australian Qualification Framework) certified.

2) An amazing system that allows you to study in your own time. The harder you study- the faster you complete your course.

3) An excellent support system that gives you the help you need.

Tarek I. - A previous student in Diploma of Business

Try a business course for free!

Did you know we offer free trials on all our courses? 

Try a unit to see if it is the right course and the right level of study for you. 

And if you don't like it .... try another one!

Essential Information

Students who choose us get more than just a great education and a great start to a career - they get a fully integrated experience that will resonate for years to come. Anyone can go the conventional route, but our students choose us because they want an amazing start and the full support that our engaged and involved faculty and staff can offer.

Entry Requirements

Entry Requirements

There are no prerequisites or licensing, legislative or certification requirements required to undertake this qualification.



  • We’ll supply you with all the learning materials you’ll need.
  • You will need to have access to a computer, the internet and an email address.

You will also need to get yourself a USI number (https://www.usi.gov.au) which is free and records your results with the government for future security. More on this later.

Assessment Methods


There are a variety of assessment methods, and we can be flexible in how we receive your assessment, including;

  • Online
  • Paper
  • Video
  • Q&A
  • Demonstration
  • Short written answers
  • Longer written answers
  • Third party observation

RPL and Credit Transfer

RPL & Credit Transfer

If you have done some of this course before, or you have done some units that appear in this course, or you have good experience in this type of work, then you can apply for Recognition of Prior Learning or Credit Transfer. You don’t have to take up this option, but it’s available upon request. Evidence will be required.

Yep. All over Australia. It’s endorsed by all State and Commonwealth governments and recognised by other RTO’s. Validation on the course we’re delivering to you can be found at  https://training.gov.au/Training/Details/BSB40315

Edmund Barton College is an RTO (our number is 90768 … you can find us at https://training.gov.au/Organisation/Details/90768) and we’re registered with ASQA (that’s the Commonwealth Government’s department who regulate and authorise Training Organisations like us (see https://www.asqa.gov.au/). It’s under ASQA’s rules that we operate and, if we don’t play by their rules, they can kick us out! We’ve been audited multiple times and are registered through to 2025.

Since 2003. We’ve been delivering training and graduating thousands of people under our parent company, Maddisson Employment. Now, we’re delivering the same courses but under a new trading name, Edmund Barton College.

What others have to say

The course was very educational and at the same time very fun. I loved (my Mentor) Michelle's comments. She made me feel very special (and smart!!). I enjoyed every moment of it! 

Mariela R

Graduate - Certificate III and IV in Business Administration

I learned a lot through my course. The information was relevant to my job and the delivery was really fun and engaging. The Mentors were excellent in helping me with my studies. I can highly recommend these guys!

Simon C

Graduate - Certificate IV in Customer Engagement

I would like to say thank you to the team at Edmund Barton College, I know every time I have contacted the college the employees have been amazing with their customer service

Ashley G

Graduate - Certificate IV in Business Administration

I would like to say thank you to the team at Edmund Barton College, I know every time I have contacted the college the employees have been amazing with their customer service

Amanda H

Graduate - Diploma of Leadership & Management