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
• 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.