Rest
Financial Services
SeniorServiceSolutionsSpecialist
Neural analysis suggests this role is
optimal for mid candidates.
“Senior Service Solutions Specialist at Rest. Skills: contact centre operations, operating models, Agile, Waterfall, communication skills. Lead the implementation and optimisation of contact centre operating models. Monitor partner performance, address service issues, and support governance and service targets. Provide subject matter expertise on contact centre operations, systems, and business rules. Support campaigns and change initiatives, including partner readiness and impact assessments. De”
What You'll Achieve.
A focus to continually optimise member, employer and agent outcomes in service.
Industry & Context.
risk events; remediation activities
Please note only people with the right to work in Australia will be considered.
What They're Looking For.
Must Have
Thorough understanding of contact centre operations and systems. 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. Demonstrate superior written and verbal communication skills. A understanding of superannuation administration practices, rules, standard performance measures and quality measures'. Knowledge of Rest, CNX & MUFG systems highly regarded.
Nice to Have
RG146 or other superannuation certification preferred. Certificate IV in Training and Assessment preferred.
What You'll Do.
Lead the implementation and optimisation of contact centre operating models.
Monitor partner performance, address service issues, and support governance and service targets.
Provide subject matter expertise on contact centre operations, systems, and business rules.
Support campaigns and change initiatives, including partner readiness and impact assessments.
Design and deliver training materials and sessions to uplift capability and consistency.
Support onboarding/offboarding, user access reviews, and compliance checks.
Assist with service-impacting IT issues, risk events, and remediation activities.
How You'll Work.
Team & Collaboration
Superior collaboration capability, particularly across multiple partners at one time.
Communication Scope
written communication; verbal communication
Process & Methodology
Agile, Waterfall
Full Job Description
Supporting millions of Aussies since 1988 with low fees and competitive long-term performance. Profits back to members, not shareholders Closing date: 16th June 2026 Please note Rest does not accept speculative resumes from recruitment agencies. * Join Rest, a Purpose-Driven Superannuation Fund Provider * Assist in Shaping and Optimising Contact Centre Operations for Member, Employer, and Insurance Services * Sydney CBD Located - Hybrid Working Environment - a 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. About the role Reporting into the Senior Service Solutions Manager, Execution - Services, you will 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. What you’ll do * Lead the implementation and optimisation of contact centre operating models. * Monitor partner performance, address service issues, and support governance and service targets. * Provide subject matter expertise on contact centre operations, systems, and business rules. * Support campaigns and change initiatives, including partner readiness and impact assessments. * Design and deliver training materials and sessions to uplift capability and consistency. * Support onboarding/offboarding, user access reviews, and compliance checks. * Assist with service-impacting IT issues, risk events, and remediati
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