Senior Service Solutions Specialist | 12 Month Fixed Term Contract, Part-time - 2 days per week

Join Rest - Your Impact Starts Here!Contact Centre Operations with a training focus12 Month Fixed Term Contract - Part-time - 2 days per week Sydney Located, Hybrid Working - 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 doPrimary Role FocusAs the Senior Service Solution Specialist (part-time, two days per week) you'll 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.Key Accountabilities / Responsibilities  Lead implementation of member, employer and insurance contact centre operating models.Monitor service partner performance against targets and participate in governance forums.Develop and maintain training materials and facilitate training to ensure consistent business rule application and compliance.Facilitate training sessions as required (virtual, face-to-face or through training platforms) to support consistent application of business rules, member outcomes and compliance requirementsResolve partner administration and business rules queries, including escalations; respond to internal stakeholder enquiries.Partner with Brand, Experience and service partners to plan campaigns in line with the Service Channel Strategy and manage partner impacts.Collaborate with internal teams and suppliers to complete due diligence, implementation and required training.Manage partner inbox activity, resolve service issues, escalate service failures, and identify continuous improvement opportunities.Provide Contact Centre Operations SME input to stakeholders and support delivery of member and employer initiatives.Support change delivery, including impact assessments and partner readiness actions (people, process, systems and controls).Coordinate partner onboarding/offboarding, support user access audit reviews, and assist with service-impacting IT issues.Ensure a compliant, member-focused contact centre operation.Support investigation of risk events and delivery of remediation actions.