On the Job Training

SWC will help connect your current training methods to National Quality Training Framework standards. Training programs are designed to be competency based.

Tailored Courses

SWC tailors courses to the needs of your business, to maximise training and development of your staff.

Company Branded

All training workbooks are branded in your company's name and referred to your company's work practices and policy and procedures.

Course outline

This qualification reflects the role of 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.


12 months

Mode of Delivery

On-the-Job Training

Entry Requirements

No specific requirements needed

Sample Course structure:


  • BSBCUE301 Use multiple information systems
  • BSBCUE307 Work effectively in customer engagement
  • BSBCUE309 Develop product and service knowledge for customer engagement operation
  • BSBCUS301 Deliver and monitor a service to customers


  • FNSICCUS301B Respond to customer enquiries
  • BSBCMM301B Process customer complaints
  • BSBWOR301B Organise personal work priorities and development
  • BSBMGT401A Show leadership in the workplace
  • BSBMGT402A Implement operational plan
  • BSBWHS302A Apply knowledge of WHS legislation in the workplace
  • BSBFLM303C Contribute to effective workplace relationships
  • BSBWOR203B Work effectively with others