Assessor Resource
BSBCCO604A
Develop and maintain a service level strategy
Assessment tool
Version 1.0
Issue Date: May 2024
This unit applies in a customer contact environment where the achievement of a predetermined service level is a key measurement of performance. Achievement of this service level may be a regulatory or organisational requirement and is normally organisation specific.
Competence in this unit requires developing and implementing a successful service level strategy to achieve the service levels required by an organisation, and the associated processes required to establish that service level.
This role is undertaken by staff with managerial responsibility, although specialist staff may undertake it under supervision - depending on the size and structure of the centre.
This unit describes the performance outcomes, skills and knowledge required to establish, monitor and maintain a service level strategy in a customer contact environment.
No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
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