Aps Level 6

11 hours ago

Canberra, Australia IP Australia Full time

Closing date: 05/11/2025

**About the job**:
**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:

- 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)

**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
- 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?**:
**Applications Close**:
Applications close at 11:59pm on Wednesday 05 November 2025.

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