The role

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 description

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.

Eligibility requirements

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.

About the agency

IP Australia is the Australian Government agency that drives innovation by administering intellectual property (IP) rights, including patents, trade marks, designs, and plant breeder’s rights. Our mission is simple: to help Australians turn great ideas into reality through a world-class IP system that fuels creativity, investment, and economic growth. Working with us means being part of a team that influences global IP frameworks, supports trade agreements, and educates businesses and individuals on the value of IP. We’re not just about protecting ideas—we’re about enabling innovation that benefits everyone. At IP Australia, we foster an inclusive and diverse culture where every individual feels respected and valued. We believe that diversity drives innovation, and we are committed to creating a workplace where everyone can thrive and reach their full potential. We understand the importance of flexibility and wellbeing. That’s why we offer hybrid work arrangements, flexible hours, and programs to support mental health and overall wellbeing. Our focus on psychological safety ensures that employees feel secure and supported in their roles. Professional growth is a priority for us. We provide opportunities for skill development, education support, and clear pathways for career progression. Whether you’re starting your career or looking to advance, IP Australia offers the tools and resources to help you succeed. Our benefits are designed to support your lifestyle and future. With competitive conditions such as 15.4% superannuation contributions, salary packaging options, and family-friendly policies, we make sure our employees are well taken care of. Finally, integrity is at the heart of everything we do. We uphold the highest standards of fairness and respect, maintaining a workplace built on trust and collaboration. At IP Australia, you’ll be part of an organisation that values both people and purpose.

Notes

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.