As a Solutions Specialist you will be committed to delivering high-quality service and support to internal and external stakeholders across a suite of digital platforms, including Employer Online (EOL), the clearing house, Beam, and emerging digital initiatives.
You will act as a subject matter expert, applying strong communication skills, analytical thinking, and hands-on experience with commercial digital platforms to provide expert guidance and support. You will also drive continuous improvement initiatives that elevate service quality, streamline operational workflows, enhance customer satisfaction and accelerate automation across our digital ecosystem.

Day to day, you’ll:

• Support the Service Delivery Manager with delivery of key initiatives within the team.
• Support with requirement gathering for new initiatives whilst validating and testing; to ensure the robustness of initiative rollouts.
• Maintain effective communication with internal stakeholders to address issues and propose solutions, contribute to design discussions, and ensure alignment with business objectives.
• Provide expert guidance on the processes, procedures, and core functions of the Employer Support Centres, ensuring consistency, compliance, and continuous improvement across service delivery.
• Act as the primary escalation point for complex issues.
• Conduct regular call evaluations and quality assurance checks within the Employer Support Centre to ensure service excellence.
• Provide coaching and mentoring to team members to foster a culture of continuous learning and development.
• Proactively communicate known trends and updates to customers via digital channels, including the website and banners (e.g. SG, EOFY, Banners).
• Support onboarding by demonstrating digital platforms and tools, ensuring a smooth transition and strong understanding of available resources.
• Ensuring risk is managed effectively by the team and in alignment with Australian Retirement Trust’s Risk Management Framework; ensuring risks are recorded, actioned, and escalated as necessary.

This role is available as a permanent opportunity.