Customer Operations Specialist

Customer Operations Specialists play a vital role in the delivery of high performing core business and internal operations for the agency. They apply their knowledge of IP rights legislation, systems capability, process improvement and customer service delivery to resolve complex service requests and respond to complex queries. They have a strong focus on the customer, are an escalation point of contact for our customers and leave a lasting positive impression on their overall experience.

In this role, you will work collaboratively with other members of the team to achieve established quality, productivity and customer service standards. You will resolve complex problems, contribute your expertise to training others, undertake quality checks and participate in the development, testing and implementation of new systems, processes and procedures.

For example, a customer may have submitted a service request covering several issues including incomplete information and an underpayment. Your job is to identify what the customer needs to do and to communicate with them what options they may have. You may need to call the customer and follow-up with an email confirming your conversation, options and costs. In resolving this issue, you may also identify and report an improvement that can be made to our customer facing systems and/or develop a work-around if this scenario becomes more common.

Under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the Australian Public Service (APS).

All applicants offered employment will be required to successfully undergo a pre-engagement screening check, even if they have a security clearance. The screening check involves reviewing your background & personal circumstances to minimise risks in giving access to IP Australia information/resources. This screening check is conducted in accordance with the Australian Government Protective Security Policy Framework requirements. 

Some applicants may be able to obtain and maintain a security clearance at a specified clearance level – please check the vacancy information section for security clearance requirements. 

The successful applicant must be willing to disclose all relevant and required information.

We are looking to fill this position on an ongoing basis. Future positions may be offered on an ongoing or non-ongoing basis subject to operational requirements. Where a non-ongoing position is offered, the role will be filled for a specified term of up to 12 months. 

At the end of the recruitment process, a merit pool of suitable candidates may be created. Those found suitable will be advised that they have been placed in the pool. The merit pool is valid for 18 months from the date the process was advertised. The merit pool may be used throughout the period to fill similar positions in the event positions become vacant.

IP Australia acknowledges that those with diverse experiences, perspectives, and backgrounds enhance our workplace and our capability for innovation. Aboriginal and/or Torres Strait Islander People, People with Disability and LGBTIQA+ people are encouraged to apply for any advertised position, that they may be suitable for, within IP Australia.