Senior Service Solutions Specialist - Assisted Services Technology | 12 Month Fixed Term Contract - Part-Time (2 days per week)
Rest · AU
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About the Role
Join Rest as a Senior Service Solutions Specialist - Assisted Services Technology on a 12 Month Fixed Term Contract, working part-time two days per week. This role offers an opportunity to contribute to the financial wellbeing of millions of Australians by supporting the delivery and optimization of service technology and insights across Rest's contact centre operations. You will collaborate with various teams and external partners to drive continuous improvements, enhance member and employer experiences, inform decision-making through data, and optimize service delivery.
Responsibilities
- Support the implementation and optimisation of contact centre technologies across member, employer and insurance channels.
- Analyse service and member data to identify trends, insights and opportunities to improve experiences and outcomes.
- Monitor service performance and partner delivery, providing recommendations for continuous improvement.
- Partner with internal teams and external vendors to successfully deliver service and technology initiatives.
- Provide contact centre and service technology expertise to support strategic and operational projects.
- Lead optimisation activities across service platforms, including LivePerson and Amazon Connect.
- Manage operational issues and incidents, driving timely resolution and capturing lessons learnt.
- Build strong stakeholder relationships to influence outcomes and enhance collaboration across the business.
- Translate member pain points and behavioural insights into actionable service improvements.
Requirements
- RG146 or other superannuation certification required.
- Thorough understanding of contact centre operations and systems.
- A 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.
- Demonstrate superior written and verbal communication skills.
- Demonstrated strategic, analytical, problem solving, issues management and evaluation skills to deliver innovative solutions.
- Data literate - strong spreadsheet skills, data mapping and forecasting skills.
- Demonstrated ability to work in a results-oriented environment including managing financial and performance analysis with projects.
- Demonstrated ability to work in an environment requiring attention to detail and high levels of accuracy.
- Right to work in Australia.
Skills
- Contact centre operations
- Contact centre systems
- Superannuation administration practices
- Project systems (Confluence, JIRA)
- Agile methodologies
- Waterfall methodologies
- Collaboration
- Written communication
- Verbal communication
- Strategic thinking
- Analytical skills
- Problem solving
- Issues management
- Evaluation skills
- Spreadsheet skills
- Data mapping
- Forecasting skills
- Attention to detail
- Accuracy
Location
- Hybrid working
Work Type
- Part-time
- 12 Month Fixed Term Contract
- Hybrid
Experience Level
- Senior
Education Level
- RG146 or other superannuation certification
Benefits
- 5 Rest Days (wellbeing days) each year in addition to annual leave
- 22 weeks paid parental leave (gender neutral)
- Continued super contributions during parental leave
- Learning and development opportunities (AI & Data Academy, leadership programs, LinkedIn Learning, study assistance, professional memberships)
- Income Protection Insurance
- Option to purchase additional leave
- Recognition through Rest Excellence Awards
About the Company
- One of Australia’s largest profit‑to‑member super funds since 1988.
- Focused on delivering better outcomes for members, not shareholders.
- Helps more than 2 million Australians build a better financial future.
- Around $112 billion in funds under management.
- Guided by values: Be Daring, Keep It Simple, Take Action and Have Grit.
Equal Opportunity
- 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.