Supporting millions of Aussies since **** with low fees and competitive long-term performance. Profits back to members, not shareholders
Closing Date for Applications: 4 August ****
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
Sydney Located, Hybrid Working - Blend of CBD Office & Remote
Established in ****, 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
Purchase leave scheme and gender neutral 16 weeks paid parental leave
Super Contribution Continuation for 12 Months of parental leave
Income Protection Insurance
Rest Excellence awards (peer recognition awards based on Rest's values and behaviours)
Rest is committed to creating a flexible work environment and culture that embraces diversity, equity, and inclusion - where people feel welcome, protected 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 ****. Rest is recognised as a Responsible Investment Leader by the Responsible Investment Association Australia (RIAA) in its Responsible Investment Benchmark Report ****.
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📌 Senior Service Solutions Specialist | 12 Month Fixed Term Contract, Part-Time -2 Days Per Week (New South Wales)
🏢 Rest
📍 New South Wales