Senior Service Solutions Specialist | Part-time Role - 2 days per week at Rest

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

01 Sep, 26

Salary

0.0

Posted On

03 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Contact Centre Operations, Superannuation Administration, Training Facilitation, Stakeholder Management, Compliance Monitoring, Project Management, Agile, Waterfall, Confluence, JIRA, Risk Management, Operational Governance, Change Delivery, Business Rule Application, Written Communication, Verbal Communication

Industry

Financial Services

Description

Company Description Supporting millions of Aussies since 1988 with low fees and competitive long-term performance. Profits back to members, not shareholders Closing Date for Applications: 17 June 2026 Rest will review applications prior to the closing date and may close the role earlier Job Description Join Rest - Your Impact Starts Here! Contact Centre Operations with a training focus Part-time - 2 days per week Sydney Located - CBD Office 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 Primary Role Focus As the Senior Service Solution Specialist (part-time, two days per week) you'll 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 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. 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.

Responsibilities

Lead the implementation and optimization of member, employer, and insurance contact centre operating models. Develop training materials and facilitate sessions to ensure consistent business rule application and compliance.