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

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
• 12 Month Fixed Term Contract - Part-time - 2 days per week 
• Sydney Located, Hybrid Working - 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

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  

• Implement and support member, employer and insurance contact centre operating models.
• Monitor service partner performance and contribute to governance forums.
• Develop and deliver training to support consistent business rules, member outcomes and compliance.
• Resolve partner queries, escalations and service issues, and manage partner inbox activity.
• Partner with internal teams, suppliers and service partners on campaigns, due diligence and implementation.
• Provide Contact Centre Operations SME input to support initiatives and change delivery.
• Coordinate onboarding, offboarding, audit support and service-impacting IT activities.
• Support risk investigations, remediation actions and continuous improvement across the operation.

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.