Job Description
Join a purpose-driven organisation where your work directly contributes to improving outcomes for our members.
You'll be part of a cooperative team that values curiosity, continuous improvement and delivering exceptional service experiences.
Sydney Head Office Located - Close to Circular Quay - Hybrid Working

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 Easy, Take Action and Have Grit. To put it simply we want our people to thrive and love the work they do.

About the Role

At Rest, we're committed to delivering fair, timely and member-focused outcomes. As a Senior Service Specialist - Complaints, you'll play an significant role in helping us manage and resolve member complaints, ensuring they are handled with care, accuracy and in line with regulatory requirements.





Working closely with internal stakeholders and service partners, you'll investigate complex and escalated complaints, including AFCA matters, identify root causes, provide quality oversight, and contribute insights that improve member experiences and reduce future complaints.

Key Accountabilities/Responsibilities
Manage and resolve complaints in line with Rest's Complaints Policy, procedures and regulatory obligations.
Investigate complex and escalated complaints, including AFCA matters, death disputes and insurer-related cases.
Review complaint handling outcomes from service partners, providing feedback to support quality and consistency.
Analyse complaint trends, identify systemic issues and recommend improvements to reduce member friction.
Contribute to reporting on complaint volumes, themes, risks and improvement opportunities.
Collaborate with internal teams and external partners to ensure timely, fair and effective complaint resolution.
Maintain accurate records and documentation to support compliance, governance and audit requirements.

📌 Senior Service Specialist Complaints Sydney
🏢 Rest
📍 Sydney