This qualification reflects the role of individuals working in a customer service context who apply a broad range of skills including evaluation and planning, and who may provide leadership and guidance to others, with some responsibility for group outcomes.
Job roles
Customer service coordinator/supervisor
Team leader/coordinator in small venue (working in front of house providing some technical assistance).
Packaging Rules |
Total number of units = 15 6 core units 3 Group A units 6 elective units The 6 elective units may be selected from the remaining Group A and/or Group B units listed below or any endorsed Training Package. 2 of these elective units may be selected from any accredited course. Elective units must be relevant to the work outcome and local industry requirements and be at an appropriate qualification level. Core units Health, safety and security
Industry practice
Management
Group A units (specialist)
WRRM1BMerchandise products Group B units Business administration and management
Event management
Finance
Front of house
WRRLP2BMinimise theft WRRS1BSell products and services WRRS2BAdvise on products and services Human resources
Industry practice
Marketing
OHS
Research and innovation
Sustainability
Training
Selecting electives for different outcomes The context for this qualification varies, and this must guide the selection of elective units. The following examples are designed to assist in the selection of appropriate electives for particular outcomes at this level, but they are in no way prescriptive. Customer service coordinator/supervisor Core units plus:
WRRM1B Merchandise products Team leader/coordinator in small venue (working in front of house providing some technical assistance)
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Pathways into the qualification
Candidates may enter the qualification with limited or no vocational experience and without a relevant lower-level qualification.
Not applicable.
Licensing, legislative, regulatory and certification considerations
There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.
The following table contains a summary of the employability skills required by the entertainment industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options. This table is a summary of employability skills that are typical of this qualification and should not be interpreted as definitive.
Employability Skill | Industry/enterprise requirements for this qualification include: |
Communication | explaining restrictions to customers checking ID in restricted areas communicating with customers/patrons from diverse cultural backgrounds selling tickets and other items providing seating and ticketing information to patrons making public announcements |
Teamwork | providing information to colleagues about crowd size/movement working as a team member in an entertainment venue in a variety of roles, e.g. ushering patrons, selling products and services, sharing information with colleagues leading a work team showing sensitivity to cultural and social differences when communicating with others |
Problem-solving | dealing with problems that arise from diversity issues dealing with queues in venues dealing with difficult customers seating patrons who arrive late or who have special needs calculating the cost of products and services for customers |
Initiative and enterprise | dealing effectively with potentially difficult situations, e.g. having to confiscate restricted items for the duration of the performance taking responsibility for the resolution of any escalated problems or complaints |
Planning and organising | completing crowd and safety/security checks on a regular basis checking that ticketing equipment and materials are operational before commencing ticket issue storing information for future use processing and recording financial transactions keeping track of orders organising in-house functions |
Self-management | following workplace procedures acting within the scope of job role handling enquiries and sales in a timely and efficient manner. |
Learning | coaching colleagues in ways of accepting diversity in relation to colleagues and customers identifying training needs in relation to diversity issues keeping up-to-date on industry developments providing coaching and advice to team members on OHS |
Technology | using point of sale technology using the internet as a source of information about the industry and to process sales using ticketing software systems using computerised information systems |
