Position Title: Support Officer
Classification: APS Level 5
Position Number: 6442
Tenure: Ongoing
Duration: Permanent
Section: COG Governance
Group: Customer Operations
Division: IP Rights
Location: ACT
Immediate Supervisor: Executive Level 1
Security Classification: ENTRY ONLY

Group Responsibilities

The Customer Operations Group (COG) of IP Australia is responsible for providing internal and external customers and stakeholders with effective access to the information and services they need to maintain and prosecute Patents, Trade Marks and Designs. COG also includes the IP Rights Technical Excellence Centre (IPTEC) which is responsible for managing technical training related activities for the IP Rights Division.

The key responsibilities of the Group include:

-    Delivery of end-to-end processing of IP Rights customer service requests and transactions
-    Providing high level process and administrative support to the agency’s examination areas
-    Second level customer support to the Customer Service Centre and managing resolution of complex customer queries
-    Providing high quality information services and resources to support the examination work and research needs of employees
-    Governance of competency-based training, delivering and administering continuing technical training programs and development of eLearning programs for the IP Rights Division
-    Advice and subject matter expertise to policy areas and other business projects

Section Responsibilities

The COG Governance team is responsible for supporting the Manager of the Customer Operations Group with the governance of the Group. The team's responsibilities include administrative support to the Manager COG, quality coordination, internal communications, event management, planning, reporting, resource management, change, finance and continuous improvement activities. 

Job Description / Context of the Role

The Support Officer role in the COG Governance team is responsible for undertaking a range of coordination, management and liaison activities to support the governance of the Customer Operations Group. This includes maintaining the quality standards and ISO certification for the Group and supporting audits as required. The position liaises with other stakeholders across IP Australia about quality-related activities. 

The Support Officer is also responsible for providing administrative support to the Manager COG, the COG Governance team and COG more broadly. The position undertakes internal communications and event management activities and further assists with other activities as required, including planning, reporting, finance, change, resource management and continuous improvement.

Successful applicants should have well developed quality assurance, administrative support and communication skills.

Job Specific Duties

Specific duties include:

  • Coordinates updates to COG manual of procedures and controlled documents and reviews/drafts procedures
  • Monitors and manages the COG continuous improvement register (JIRA) 
  • Undertakes administrative activities that support the COG Manager and COG, including email and calendar management, organising meetings, preparing high-quality written communications including agendas, minutes and group newsletters, organising group events, ordering of stationery, booking of travel and records management
  • Liaises with internal and external stakeholders at all levels to achieve established objectives and quality
  • standards and acts as a central point of contact for COG related queries
  • Supports the COG Governance functions including to planning, reporting, change, finance, resource management and continuous improvement activities
  • Demonstrates attitudes and behaviours responsive to workplace change (including participates in and encourages others to participate in change and contribute to successful outcomes)
  • Improves organisational performance through effective engagement with and management of risk within relevant sphere of influence
  • Establishes clear expectations and creates an environment to achieve stated goals and objectives, takes ownership and honours commitments
  • Maintains an understanding of their/worker responsibilities under the Work Health & Safety Act 2011 (WHS Act) and a commitment to promoting a healthy and safe workplace.

Job Specific Capabilities

The successful candidate will possess the following:

•    Strong quality management skills
•    Excellent communication skills, both verbal and in writing
•    Well-developed interpersonal skills and ability to build and sustain positive relationships at all levels
•    Excellent organisational skills and ability to prioritise in order to achieve deadlines 
•    Attention to detail 
•    Strong ability to work individually as well as collaboratively in a team
•    Ability to be proactive, show judgement and initaitive, monitor workloads and escalate issues as appropriate
•    Ability to contribute to a positive, safe and healthy working environment.

Eligibility Qualifications / Knowledge Required

Demonstrated experience in quality assurance and providing administrative support to a senior Manager would be highly desirable. 

Application Requirements

To apply for this position, candidates are asked to:

  • Frame their responses around the job specific duties and job specific capabilities of the role (as set out in this job documentation), 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

Applications must be submitted through the IP Australia Web Recruitment system (ESS)

Please note: you MUST be an Australian Citizen to be engaged in the APS and to meet IP Australia’s security clearance requirements.

Contact Officer

For further information pertaining to this job please contact Andrea Phillips on 02 6283 2106

Apply for this role

Working in IP Australia

Australia’s Intellectual property (IP) rights system supports innovation, investment and international competitiveness. IP Australia administers Australia’s IP rights system, specifically patents, trade marks, designs and plant breeder’s rights. IP Australia also undertakes programs to educate and promote an awareness of intellectual property (IP), provides IP policy input to Government, develops legislation to support the IP system and contributes to bilateral and multilateral negotiations to improve IP protection internationally.

IP Australia strives to deliver robust IP rights efficiently, satisfy our customers in terms of timeliness and value for money and be recognised as one of the leading IP offices in the world for the quality (including accuracy and consistency) of the IP rights we grant. IP Australia is committed to external certification of our Quality Management System which involves applying ISO 9001:2008 to key business processes and to environmental management through ISO14001 certification within the agency.

All IP Australia staff contribute to the achievement of organisational outcomes and the overall management of IP Australia by assisting, as appropriate, the Commissioner of Patents and the Registrars of Trade Marks and Designs and Plant Breeder’s Rights, and their deputies (where relevant), to perform statutory functions, and where appropriate, exercise relevant delegations.

IP Australia recognises the importance of employees balancing their work and personal lives by offering staff access to an ongoing series of health and wellbeing programs, flexible work-life policies and a range of professional development programs. IP Australia is a breastfeeding friendly workplace.

The IP Australia office in Canberra provides high quality accommodation and facilities. These include: an on-site café, conference, meeting and training rooms; limited on-site parking for cars and motor cycles available on a rotational basis; the provision of undercover bicycle racks; excellent shower/change facilities for staff choosing to walk or ride to work; and the advantage of all staff being co-located in the one building.

Please note: All IP Australia positions are subject to an ENTRY ONLY pre-employment check unless a higher security clearance has been identified. Other pre-employment checks may also apply.


Job documentation updated and endorsed for use: 
Wednesday, September 4, 2019