APS Level 5 - Customer Operations Specialist_EXT

Vacancy information

Position title: APS Level 5 - Customer Operations Specialist_EXT

Job Requisition ID: ​1955

Location: ​Canberra on Ngunnawal Country

Tenure: Ongoing

Our Opportunity

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.

Job specific capabilities

To be successful in the role, we’re looking for candidates who can:  

• Effectively manage complex service requests and customer enquiries using a range of processing systems and communication channels
• Identify opportunities for continuous improvement to ensure high quality outcomes including involvement in user assurance testing for system improvements
• Engage with and communicate effectively with internal and external stakeholders and provide support to team members, customers and other stakeholders relating to the administration of IP rights
• Coach and provide technical training for team members
• Assist with quality assurance activities, including undertaking quality checks where appropriate
• Demonstrate attitudes and behaviours responsive to workplace change.

Looking for more information?

For more information about the role and how to apply, please review the Candidate Kit, which includes the application questions and contact officer details.

Candidates should respond to the questions outlined in the Candidate Kit, as your responses will be used to assess your suitability for the role.

1955 - APS Level 5 - Customer Operations Specialist - Candidate Kit

Applications Close

Applications close at 11:59pm AEST on Tuesday 17 November 2026.