Senior Service Solutions Specialist - Assisted Services Technology | 12 Month Fixed Term Contract - Part-Time (2 days per week)

Rest; Sydney; Hybrid; AUD 72,000 - 108,000; Part time

Benefits offered by this job

Hybrid working

5 Rest Days (wellbeing days)

22 weeks paid parental leave

Learning & development opportunities

Income Protection Insurance

Recognition through Rest Excellence

Job summary

Rest is recruiting for a Senior Service Solutions Specialist - Assisted Services Technology on a 12 Month Fixed Term Contract, part-time (2 days per week) in Sydney. You’ll help deliver and optimise service technology across Rest’s contact centre operations, working with Product, Operations, Service teams and external partners to drive continuous improvements.

You’ll translate member insights into improved experiences, inform decision-making with data, and optimise service delivery across

Qualifications

• RG146 or superannuation certification is required.
• Thorough understanding of contact centre operations and systems.
• Strong knowledge of superannuation administration rules and quality measures.
• Experience with Confluence and Jira; familiarity with Agile/Waterfall.
• Excellent collaboration and communication skills.
• Data literacy with strong spreadsheet skills and forecasting abilities.

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 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.

Skills

Contact centre operations

Superannuation administration

Data analytics

Project tools: Confluence

JIRA

Agile & Waterfall

Stakeholder collaboration

Communication skills

Data literacy

Education

RG146 or superannuation certification

Tools

Confluence

JIRA

Job description

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.

Please note Rest does not accept speculative resumes from recruitment agencies

Rest will review applications prior to the closing date and may close the role earlier

Closing date: 14 October 2026

Job Description

• Make a real impact on the financial wellbeing of millions of Australians
• Enjoy a flexible part‑time opportunity (2 days per week in this 12 Month Fixed Term Contract) with a purpose‑driven organisation
• Lead continuous improvement initiatives across contact centre operations
• Turn member insights and service data into meaningful improvements

At Rest, we help 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

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.

What you’ll do

• 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.

Qualifications

About You

You’ll play an important role in helping Rest deliver simpler, smarter and more personalised experiences for our members by combining service expertise, technology and data‑driven insights to drive better outcome.

You’ll Bring

• 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.
• A strong understanding of superannuation administration practices, rules, standard performance measures and quality measures
• 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.

Additional Information

What you’ll find at Rest

• Hybrid working
• 5 Rest Days (wellbeing days) each year in addition to annual leave
• Eligible employees are entitled to 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

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.

We welcome applications from all candidates. To be considered, you will need the right to work in Australia.

*Funds under management as at 30 June 2026. Rest is recognised as a superannuation leader across a range of areas including performance, responsible investment and member value. Find out more at https://rest.com.au/why-rest/awards.