APS Level 5 - Customer Service Delivery Officer

Apply now Job no: 494270
Tenure: Ongoing/Non-ongoing
Location: Canberra
Categories: Administration, Communication, Customer Service, Call Centre, Info/Comm Tech (ICT), Information Management, Library
Division: Customer Services Div
Business Group: Customer Experience Group
Section: Cust Insights & Improve

Position Description

The role provides an active contribution in enhancing customer improvement functions, activities, and services to improve satisfaction with our services whilst working closely with stakeholders across IP Australia.

What we need:

  • A motivated individual with a passion for delivering and assuring excellent customer experiences.
  • A collaborative approach to working with our internal and external stakeholders and an ability to drive and support change.

What you’ll do:

  • Adopt a customer centric focus to assist deliver improved customer outcomes.
  • Work in a small team to deliver and improve customer satisfaction with our products and services.
  • Provide insights and work collaboratively with the team to assist in section deliverables.
  • Use data visualisation and other analytics to develop strategic insights from customer data to inform decision making.

Position Duties

  • Support the Customer Insights and Improvement Section in the delivery of improvements to the customer experience.
  • Provide general support for the section to coordinate resources that are required to participate in customer engagement activities including second level contact centre support.
  • Manage, deliver, and enhance customer feedback and improvement channels including analysing data to identify improvement activities.
  • Build strong relationships with key internal and external stakeholders to enhance and modernise customer outcomes.
  • Develop, maintain, and deliver valuable customer insights reporting for internal and external stakeholders including identification of continuous improvement opportunities.
  • Provide an active contribution to the broader team activities in the delivery of improvements to the customer experience including contact centre, customer improvement, and customer insights.
  • Prepare a range of written material including customer correspondence, papers, reports, corporate documentation.

For more information, including specific capabilities required, please review the Position Profile below:

Download File 494270 - Position Profile.pdf

To discuss the position in more detail please contact Russell Allen on 02 6283 3178.

How to apply

To apply for this position, candidates are asked to:

  • Frame their responses around the position specific duties and position specific capabilities of the role (as set out in this position profile), and provide:
    1. An explanation of how their skills, knowledge and experience will be relevant to this role (limited response between 300 and 500 words).
    2. Details of no more than two (2) professional achievements, within the last 5 years, that demonstrate their suitability for this role (limited response between 300 and 500 words).
  • Provide a current CV detailing recent employment history which is relevant to the advertised position.
  • Provide the name and contact details of two referees.

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

This recruitment process will be used to fill current vacancies, as well as future ongoing and non-ongoing vacancies that may arise over the next 18 months in various similar roles.

Applications for this vacancy close at 11.55pm AEDT on Sunday 5 February 2023.

Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Daylight Time

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