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Tailor your resume to this Senior Service Solutions Specialist - Assisted Services Technology | 12 Month Fixed Term Contract - Part-Time (2 days per week) role.

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About the Role

Join us as a Senior Service Solutions Specialist - Assisted Services Technology on a 12 Month Fixed Term Contract - part-time, 2 days per week. This is your opportunity to make a real contribution to the financial wellbeing of millions of Australians. In this role, you’ll support the delivery and optimisation of service technology and insights across Rest's contact centre operations. Working closely with Product, Operations, Service teams and external partners, you'll help drive continuous improvements that enhance member and employer experiences, inform decision-making through data and optimise 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.
• The right to work in Australia.

Skills

• LivePerson
• Amazon Connect
• Confluence
• JIRA
• Agile
• Waterfall
• Spreadsheet skills
• Data mapping
• Forecasting

Location

• Hybrid working

Work Type

• Part-time
• 12 Month Fixed Term Contract

Experience Level

• Senior

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, including AI & Data Academy, leadership programs, LinkedIn Learning, study assistance and professional memberships
• Income Protection Insurance
• Option to purchase additional leave
• Recognition through our Rest Excellence Awards

About the Company

• We’ve been around since 1988, and today we’re one of Australia’s largest profit‑to‑member super funds.
• That means everything we do is focused on delivering better outcomes for our members – not shareholders.
• Rest helps more than 2 million Australians to build a better financial future.
• With around $112 billion in funds under management, we focus on delivering strong long-term outcomes for our members — from their first job through to retirement.
• Your best at Rest means focusing on what matters, being trusted to get on with it, and knowing your work genuinely makes a difference.
• That’s how we operate every day, guided by our 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.