Senior Service Specialist - Complaints

Supporting millions of Aussies since 1988 with low fees and competitive long-term performance. Profits back to members, not shareholders Closing date: 28th August 2026 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 Join a purpose-driven organisation where your work directly contributes to improving outcomes for our members. You'll be part of a collaborative team that values curiosity, continuous improvement and delivering exceptional service experiences. Sydney Head Office Located - Close to Circular Quay - Hybrid Working 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. About the Role At Rest, we're committed to delivering fair, timely and member-focused outcomes. As a Senior Service Specialist - Complaints, you'll play an important role in helping us manage and resolve member complaints, ensuring they are handled with care, accuracy and in line with regulatory requirements. Working closely with internal stakeholders and service partners, you'll investigate complex and escalated complaints, including AFCA matters, identify root causes, provide quality oversight, and contribute insights that improve member experiences and reduce future complaints. Key Accountabilities/Responsibilities Manage and resolve complaints in line with Rest's Complaints Policy, procedures and regulatory obligations. Investigate complex and escalated complaints, including AFCA matters, death disputes and insurer-related cases. Review complaint handling outcomes from service partners, providing feedback to support quality and consistency. Analyse complaint trends, identify systemic issues and recommend improvements to reduce member friction. Contribute to reporting on complaint volumes, themes, risks and improvement opportunities. Collaborate with internal teams and external partners to ensure timely, fair and effective complaint resolution. Maintain accurate records and documentation to support compliance, governance and audit requirements. RG146 qualification or other superannuation, insurance or financial services certification (desirable). Lean Six Sigma Green Belt or similar continuous improvement qualification (desirable). Required experience, understanding or credentials including: - Experience managing complaints within superannuation, insurance, financial services or another regulated environment. Strong investigative skills with the ability to identify root causes and determine appropriate resolutions. Excellent written communication skills, including drafting clear, professional and member-focused responses. Proven ability to work collaboratively with multiple stakeholders to achieve quality outcomes. Analytical mindset with the ability to identify trends, risks and opportunities for process improvement. Our benefits have been designed so you can tailor your experience with us and include: Personal and professional development opportunities Hybrid working Purchase leave scheme and gender neutral 16 weeks paid parental leave Super Contribution Continuation for 12 Months of parental leave Linkedin Learning Income Protection Insurance Rest Excellence awards (peer recognition awards based on Rest’s values and behaviours) Rest Stops - meeting free breaks 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 30 June 2024. Rest is recognised as a Responsible Investment Leader by the Responsible Investment Association Australia (RIAA) in its Responsible Investment Benchmark Report 2022.