Senior Service Solutions Specialist

About the role

Reporting into the Senior Service Solutions Manager, Execution - Services, you will 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.

Responsibilities

• Lead the implementation and optimisation of contact centre operating models.
• Monitor partner performance, address service issues, and support governance and service targets.
• Provide subject matter expertise on contact centre operations, systems, and business rules.
• Support campaigns and change initiatives, including partner readiness and impact assessments.
• Design and deliver training materials and sessions to uplift capability and consistency.
• Support onboarding/offboarding, user access reviews, and compliance checks.
• Assist with service-impacting IT issues, risk events, and remediation activities.
• RG146 or other superannuation certification preferred
• Certificate IV in Training and Assessment preferred
• Required experience, understanding or credentials including :
• Thorough understanding of contact centre operations and systems .
• 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.
• Demonstrate superior written and verbal communication skills.
• A strong understanding of superannuation administration practices, rules, standard performance measures and quality measures'
• Knowledge of Rest, CNX & MUFG systems highly regarded
• 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 Rest's 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.
• 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.

Benefits

Additional Information

Join Rest, a Purpose-Driven Superannuation Fund Provider Assist in Shaping and Optimising Contact Centre Operations for Member, Employer, and Insurance Services Sydney CBD Located - Hybrid Working Environment - a blend of CBD Office & Remote Established in 1988, Rest is one of Australia's 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, they're 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.

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