APS Level 6 - Customer Operations Technical Expert_EXT
Vacancy information
Position title: APS Level 6 - Customer Operations Technical Expert_EXT
Job Requisition ID: 1535
Location: Canberra on Ngunnawal Country, preferred but other locations considered
Tenure: Ongoing
Our Opportunity
The APS 6 Technical Expert works within a team responsible for receipting and processing customer requests relating to domestic and international Trade Marks, Patents and Designs. Technical Experts in CEG work in a highly professional environment, working collaboratively with team leaders, members, the CEG executive group and a range of stakeholders. The focus of the Technical Expert role is to provide their team expertise in system, process and legislation and to ensure agreed, quality and service standards are met. The Technical Expert is the teams primary contact for managing complex issues.
The right person for this role will:
- Provide system, procedural and legislative expertise to a team responsible for IP rights applications and service requests processing and/or Quality Management
- Manage complex customer relationships and provide specialist assistance to key customer groups to achieve high level outcomes
- Exercise delegations in relation to business functions
- Contribute expertise to implementing projects and support continuous improvement of existing systems and processes
- Analyse data to identify trends, improve business processes, practices, and quality management outcomes
- Assist the Team Leader with managing productivity through work allocation, identifying training needs, and mentoring staff
- Provides technical training for development of Customer Operation Specialists (APS5)
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.
Job specific capabilities
To be successful in this role, it would be great if you had:
- Excellent customer service skills and expertise or the ability to quickly acquire the knowledge
- In-depth knowledge of the role and functions of IP Rights and the strategic objectives of IP Australia or the ability to quickly acquire the knowledge
- In-depth knowledge of team responsibilities and practices or the ability to quickly acquire the knowledge
- Well-developed analytical and problem-solving skills and ability to exercise sound judgement
- Ability to contribute expertise to continuous improvement of services and business processes
- Ability to interpret, communicate and apply legislation
- Well-developed interpersonal skills and verbal communication skills
- Well-developed written communication skills, including the ability to prepare and edit documents specific to IP Rights
- Ability to demonstrate initiative and resilience
- Ability to promote and assist in managing change effectively
- Ability to engage positively with stakeholders and build solid working relationships
- Ability to train and mentor staff in technical matters
Applicants are encouraged to refer to the attached Capability Framework documentation which outlines agency wide behavioural descriptors for the five core capabilities at this classification.
Looking for more information?
Our candidate kit contains details including the capabilities required, the contact officer, and how to apply.
Please use the link below to access the candidate kit:
Applications Close
Applications close at 11:59pm on Wednesday 05 November 2025.