CERTIFICATE IV in Frontline Management

The Certificate IV in Frontline Management has been designed to prepare you for a supervisory role as a team leader in almost any industry. It is ideal for office managers, call centre managers, supervisors, department managers, small business owners, and others who have experience in a frontline management role.

Frontline management requires self-direction and the ability to work autonomously under broad guidelines. It is for those who can demonstrate leadership and responsibility for the performance of a team or business unit. The Certificate IV in Frontline Management is ideal for those who are moving into supervisory positions or those who have developed supervisory experience and want formal recognition of their skills and knowledge.

Course Structure

The Certificate IV in Fronline Management is made up of 10 units: 4 core units and 6 elective units.

Core Units
Management  BSBMGT401A Show leadership in the workplace
BSBMGT402A Implement operational plan
Occupational Health and Safety BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements
Workplace Effectiveness BSBWOR402A Promote team effectiveness
Elective Units
Customer Service   BSBCUS401B Coordinate implementation of customer service strategies
BSBCUS402B Address customer needs
BSBCUS403B Implement customer service standards
Innovation BSBINN301A Promote innovation in a team environment
Interpersonal Communication BSBCMM401A Make a presentation
Management BSBMGT403A Implement continuous improvement

Entry Requirements

There are no formal entry requirements to study the Certificate IV in Frontline Management, however, we do recommend that candidates are currently working – it does not matter which industry or job role you have.

It is important that we enrol you into the right program. Candidates may need to complete an eligibility assessment form, if we think this is necessary and, in some cases, we may suggest a different learning program for you.

Workplace Based Evidence

Some of the assessment tasks in this qualification require direct observation for evidence of competence.

Where possible, a College Assessor will conduct workplace observations but where this is not possible, we will arrange for the observation to be completed by a suitable alternative in the workplace.

If you do not have access to a workplace but you are eligible to enrol in this course, you will need to complete a minimum number of hours of work placement. The College will discuss this with you.

Delivery Modes

Online learning

You can complete the Certificate IV in Frontline Management online using the online learning platform.

It’s easy, fast and flexible!

Distance learning

A distance learning program offers the same flexibility as an online course but involves hard copy books instead of the online platform.

Distance education lets you complete the course at your own pace.

It’s easy, fast and perfect for those who prefer learning from a book.

Blended learning

Mix online learning with distance learning. Study from the books but complete the assessments online. What’s more…you only pay the same course fee.

Classroom-based courses

We also offer classroom-based frontline management courses. Contact us to register your interest for a classroom-based course.


This qualification is also available as a frontline management traineeship. Contact the Training Manager for more information.

Course Locations

Study anywhere in Australia

Study distance or online anywhere in Australia. Course materials can be sent to you in any capital city: Sydney (NSW), Canberra (ACT), Melbourne (Victoria), Perth (WA), Adelaide (SA), Brisbane (QLD), Hobart (TAS) and Darwin (NT). We also deliver course materials to rural and remote areas. A small postage fee applies when we send you your course materials.

Competency-Based Learning

Competency-based learning focuses on the learner’s ability to perform selected tasks for the job role(s), which the Certificate IV in Frontline Management has been designed for.

There are no tests. Students are required to complete a range of assessments that will prove whether they are ‘competent’ or ‘not yet competent’. This course has been designed to ensure that you have the skills, knowledge and attitudes required to ‘do the job’.

Assessment Information

Assessment methods may include:

  • Case studies
  • Practical activities
  • Projects
  • Written & oral questions
  • Workplace-based assessment


We suggest you complete this course within 12 months. Every learner studies at a different pace and the requirements for each unit of competency will vary from anywhere from 20 to around 60 hours for a unit.


National College Australia recognises the skills and knowledge gained through previous studies and/or work experience. Options for recognition will be offered as part of the enrolment process.

Learning Pathways

Successful completion of this frontline management course could lead to advanced standing in:

  • Diploma of Management or a range of other management qualifications

Occupation Titles

Some of the roles this frontline management training will qualify you for:

  • Supervisor/Coordinator
  • Team Manager
  • Office Manager
  • Call Centre Manager
  • Service Centre Manager
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