Senior Service Solutions Specialist | 12 Month Fixed Term Contract- Part-time, 2 days per week

• Join Rest - Your Impact Starts Here!
• Contact Centre Operations with a training focus
• !2 Month Fixed Term Contract - Part-time - 2 days per week 
• Sydney Located - CBD Office 

Established in 1988 Rest is one of Australias largest profit-to-member superannuation funds.

We support more than two million members with around $100 billion of funds under management and are recognised as a responsible investment leader*. We believe when members understand and engage with their super theyre more likely to get a better retirement outcome.

Everything we do at Rest is underpinned by our values and behaviours we want to Be Daring Keep it Simple Take Action and Have Grit. To put it simply we want our people to thrive and love the work they do

Primary Role Focus

As the Senior Service Solution Specialist (part-time two days per week) youll support the Member Servicing business unit in the execution of superannuation and insurance contact centre operations within Rest. A focus to continually optimise member employer and agent outcomes in service.

Key Accountabilities / Responsibilities  

• Lead implementation of member employer and insurance contact centre operating models.
• Monitor service partner performance against targets and participate in governance forums.
• Develop and maintain training materials and facilitate training to ensure consistent business rule application and compliance.
• Facilitate training sessions as required (virtual face-to-face or through training platforms) to support consistent application of business rules member outcomes and compliance requirements
• Resolve partner administration and business rules queries including escalations; respond to internal stakeholder enquiries.
• Partner with Brand Experience and service partners to plan campaigns in line with the Service Channel Strategy and manage partner impacts.
• Collaborate with internal teams and suppliers to complete due diligence implementation and required training.
• Manage partner inbox activity resolve service issues escalate service failures and identify continuous improvement opportunities.
• Provide Contact Centre Operations SME input to stakeholders and support delivery of member and employer initiatives.
• Support change delivery including impact assessments and partner readiness actions (people process systems and controls).
• Coordinate partner onboarding/offboarding support user access audit reviews and assist with service-impacting IT issues.
• Ensure a compliant member-focused contact centre operation.
• Support investigation of risk events and delivery of remediation actions.

Qualifications :

Required experience understanding or credentials including:

• RG146 or other superannuation certification preferred
• Certificate IV in Training and Assessment preferred
• Thorough understanding of contact centre operations and systems
• Strong understanding of superannuation administration practices rules standard performance measures and quality measures
• Experience with and proficient in the use of project systems such as Confluence and JIRA and project methodologies such as Agile and Waterfall
• Superior collaboration capability particularly across multiple partners at one time and superior written and verbal communication skills
• Knowledge of Rest CNX & MUFG system would be highly regarded

Additional Information :

Our benefits have been designed so you can tailor your experience with us and include:

• Personal and professional development opportunities 
• Hybrid working 
• Purchase leave scheme and gender neutral 16 weeks paid parental leave 
• Super Contribution Continuation for 12 Months of parental leave 
• Linkedin Learning 
• Income Protection Insurance 
• Rest Excellence awards (peer recognition awards based on Rests values and behaviours) 
• Rest Stops - meeting free breaks 

If you share our values believe you can help make a difference for our members and want to be part of a leading superannuation fund with a Super culture please click Apply Now.

Rest is committed to creating a flexible work environment and culture that embraces diversity equity and inclusion - where people feel welcome safe to be themselves and inspired to do their best.

We value the different backgrounds lived experiences and abilities our diverse team brings. We welcome and encourage applications from candidates of all ages cultural backgrounds faiths gender identities sexual orientations and thinking styles. This includes people with disability neurodiverse individuals Aboriginal & Torres Strait Islander peoples and those with disrupted work history due to career or other breaks.

Please note only people with the right to work in Australia will be considered.

*Funds under management as at 31 July 2025. Rest is recognised as a Responsible Investment Leader by the Responsible Investment Association Australia (RIAA) in its Responsible Investment Benchmark Report 2022.

Remote Work :

No

Employment Type :

Full-time