This qualification reflects the role of individuals with excellent communication and interpersonal skills who undertake complex customer interactions, often as a team leader and with significant authority to delegate in a call centre environment.
Duties at this level are varied and may include responding to complex customer requests handling complaints, coaching staff and completing related administrative tasks.
Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:
Students complete thirteen (13) units of competency, three (3) of which are mandatory with the other ten (10) units being elective.
There are no prerequisites for this course.
Whilst students have a choice in the units they complete for their qualification, the following is a typical group of units selected by industry:
You receive hard/soft copy learner guides and assessments to complete. It is your responsibility to return the completed assessments to Trainwest.
All training is conducted online, through Trainwest’s eLearning portal. Assessments are submitted directly through the eLearning portal. Hard copy learner guides can be purchased for an additional cost. As a self-directed student, you receive ongoing remote support from Trainwest trainers. This may be in the form of telephone, email or digital communication tools such as Skype, Teams, or GoToMeetings. Face-to-Face training can be arranged at an additional fee.
Training is delivered fully or partially in the workplace and depending on the qualification can take between six months to two years to complete. Trainwest undertakes monthly visits to the workplace as part of training process for all trainees.
Trainwest will work with you to deliver the training in an environment which promotes active learning with minimal impact to you as an employer to ensure its business as usual.
Course dates are subject to change.
You can get in touch with us on our contact form, by email, or by phone on 1300 938 411. The Trainwest team are always here to discuss your training requirements in Perth, regional WA or throughout Australia.
The Trainwest Office will be open from Monday 8th February following strict guidelines as directed from the WA Department of Health in relation to COVID19 for infection prevention.