Service Delivery Specialist

Full-Time - Sydney - CBD

Date posted
1 July 2019
Applications close
29 July 2019
  • Career opportunity within trustee office
  • Wynyard location
  • Fun and flexible environment

Short Description
Are you looking for a role where you can make a real difference to our member outcomes? Looking for a company that supports you to achieve your best? Apply now!

About Us
As one of Australia’s largest superannuation funds, Rest plays a role in the futures of around one in six working Australians. Our people are committed to delivering real benefits for our customers and making a difference as their fund for life – from their first job to their last. As a profit-to-member fund, we put our members first.

At Rest we have a culture built around our values, customer focus, collaboration, courage, integrity and trust. We empower our people to make a difference to our customers and in their own life. We are proud to offer benefits including an open plan modern working environment, flexible working, health and wellbeing programs and tailored development plans to support you be the best you can be.

About the Job
As we continue to transform our business we are looking to bring on board a Service Delivery Specialist to support Rest becoming a centre of excellence. Your role will be to manage the delivery of operations carried out through our major partners – member service (phone calls, web chats etc) and administration; documenting and improving the processes for how Rest products and services operate. 

Reporting to the Service Solutions Manager, you will be critical to support the service provided to Rest members and collaborate extensively with teams at Rest as well as our major Partners. This is an ideal opportunity to start your career in a trustee office.

Key responsibilities include:

  • Document and maintain the processes and rules for how Rest products and services operate. Ensure partners are meeting Service Level Agreements (SLA’s) and complying with legislation.
  • Support and maintain our Virtual Agent for phone and chat operators and other administrative functions to continually optimise member and employer outcomes.
  • Identify opportunities for delivering improved service and providing Subject Matter Expertise (SME) to the broader Rest business where required.
  • Develop rapport and an excellent working relationship with key people in our major partners to ensure a strong working relationship that facilitates better understanding of issues and opportunities.  Using this understanding ideate and improve services.
  • Review and prepare ‘BAU’ service delivery reporting as it relates to service performance accounting for volumes received and adherence to agreed service standards.
  • Analyse and interpret service delivery reporting identifying trends, future forecasting needs and ensure agreed service delivery standards are met, issues resolved and necessary plans are implemented to return to agreed SLAs.
  • Resolve BAU service issues as they arise, and escalate service failures to the General Administration Solutions Governance and First Line Risk Manager as incidents arise.
  • Where incidents have occurred, work out remediation plans with stakeholders.
  • Implement initiatives (ie small projects) that the business has prioritised.
  • Assist existing customers and on board new customers to migrate to digital portal/applications.
  • Support updates to Rest’s digital channels (Web, App, Live Chat and Member Access).

 About You:

  • RG146 or other superannuation certification preferred.
  • Required experience, understanding or credentials including:
    • Demonstrated experience in the superannuation industry including an understanding of superannuation administration, processing and service delivery.
    • Experience in reviewing and improving processes, analysing and interpreting data to problem solve, identify, predict trends.
    • Ability to work with a range of internal and external stakeholders and manage to agreed timelines.
    • Knowledge of best practice customer services and managing service standards.

At Rest we believe that everyone has the power to make a difference and we offer an inclusive and diverse environment that values the qualities and backgrounds that our people bring to the team. We encourage open and diverse thinking, collaboration, innovation and high performance.
If this sounds like you, apply now by submitting your resume and a covering letter summarising your experience and outlining why you are interested in the role.

Visit our website to learn more about your next opportunity at Rest to create happier tomorrows for our customers and in your own life at
Please note only people with the right to work permanently in Australia will be considered.

To apply, click on the “Apply Now” button, fill in the form, attach your CV and cover letter addressing the points above. We look forward to hearing from you.

This website is provided by Retail Employees Superannuation Pty Limited ABN 39 001 987 739, AFSL 24 0003, trustee of Retail Employees Superannuation Trust ABN 62 653 671 394, of which Rest Super, Rest Corporate, Rest Pension and Acumen are part. It contains general advice that has been prepared without taking account of your objectives, financial situation or needs. Before acting on the information or deciding whether to acquire or hold a product, consider its appropriateness and the relevant Product Disclosure Statement (PDS), which is available on this website.

Rest Advice is provided by Rest Advisers as authorised representatives of Link Advice Pty Ltd ABN 36 105 811 836 AFSL 258145

Awards and ratings are only one factor to consider when deciding how to invest your super. Further information regarding these awards can be found at Past performance is not an indicator of future performance. SuperRatings Pty Limited does not issue, sell, guarantee or underwrite this product. Go to for details of its ratings criteria. For further information about the methodology used by Chant West, see