Service Solutions Specialist - Operations

Rest; Sydney; On-site; AUD 80,000 - 95,000; Full time

Benefits offered by this job

Personal and professional development opportunities

Gender-neutral paid parental leave

Income Protection Insurance

Rest Excellence awards

Job summary

A leading superannuation fund in Sydney is seeking a Service Solutions Specialist to enhance contact centre performance. The successful candidate will support technology implementation and provide insights to improve member outcomes. Ideal candidates should have a strong background in contact centre operations and excellent analytical skills. This role offers professional development opportunities and a commitment to diversity, equity, and inclusion.

Qualifications

• RG146 or equivalent superannuation certification desirable.
• Strong knowledge of Rest, CNX, and MUFG systems required.
• In-depth understanding of contact centre operations necessary.
• Experience with financial performance analysis preferred.

Responsibilities

• Assist in implementing contact centre technology.
• Monitor daily performance metrics for service improvements.
• Collaborate to assess service impacts and deliver insights.
• Lead optimisation efforts using platforms like LivePerson.

Skills

RG146 or equivalent superannuation certification

Knowledge of Rest, CNX, and MUFG systems

Understanding of contact centre operations

Proficient in Confluence, JIRA

Excellent collaboration skills

Strong written and verbal communication skills

Analytical and problem-solving capabilities

Data-savvy with advanced Excel skills

Attention to detail in fast-paced settings

Education

Certification in superannuation

Tools

JIRA

Confluence

Job description

Job Description

Service Solutions Specialist - Operations

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.

You will support the Product Owner in delivering technology and insights that enhance contact centre performance and improve member and employer outcomes.

Note: we have 2 positions available. Rest does not accept speculative resumes from recruitment agencies. Rest will review applications prior to the closing date and may close the role earlier.

Key Responsibilities

• Assist in implementing contact centre technology across member, employer, and insurance channels.
• Monitor daily performance metrics to identify trends and drive service improvements.
• Collaborate with internal teams and partners to assess service impacts and deliver actionable insights.
• Provide SME input into initiatives, ensuring data-driven decisions and effective execution.
• Lead optimisation efforts across platforms like LivePerson and Amazon Connect.
• Act as the primary liaison with Catalyst and the Data team to align on shared goals and reporting.
• Represent the Service Technology team in cross-functional forums and strategic projects.
• Identify service pain points and translate them into improvement initiatives.
• Maintain the call listening library and manage task tracking via Jira.
• Validate campaign automation in Snowflake and coordinate seasonal messaging.

Qualifications

• RG146 or equivalent superannuation certification (desirable).
• Strong knowledge of Rest, CNX, and MUFG systems.
• In-depth understanding of contact centre operations and technologies.
• Proficient in Confluence, JIRA, and project methodologies (Agile & Waterfall).
• Excellent collaboration skills across multiple stakeholders and partners.
• Strong written and verbal communication skills.
• Solid understanding of superannuation administration, rules, and performance metrics.
• Proven analytical, problem-solving, and strategic thinking capabilities.
• Data-savvy with advanced Excel, data mapping, and forecasting skills.
• Experience managing financial and performance analysis in project environments.
• High attention to detail and accuracy in a fast-paced setting.

Additional Information

• 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)

If you share our values, believe you can help make a difference for our members and want to be part of a leading superannuation fund with a Super culture, please click Apply Now.

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.

Please note only people with the right to work in Australia will be considered.

*Funds under management as at 31 July 2025. Rest is recognised as a Responsible Investment Leader by the Responsible Investment Association Australia (RIAA) in its Responsible Investment Benchmark Report 2022.