Service Solutions Manager - Complaints

• Market Leading Superannuation Fund Provider 
• Great Opportunity to Ensure Rest's Complaints Management Approach Is Effectively Implemented
• Sydney Located
• Hybrid Working - Blend of CBD Office and Remote

Established in 1988, Rest is one of Australia’s largest profit-to-member superannuation funds. 

We support nearly two million members, with around $86 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.

Primary Purpose

The purpose of this role is to ensure Rest’s Complaints Management approach is effectively implemented. Working with Rest’s partners at MUFG and Concentrix to ensure complaints are recognised, recorded and managed in accordance with our Policy and Procedure.

Ensuring work (AFCA cases, escalated complaints, insurer responses and death disputes) are allocated and that the Rest team is delivering their work to timeframes and to a high standard.

Providing feedback to the Head of Operations on insights into issues driving complaints and continuous improvement opportunities to prevent complaints occurring in the future.

The team manages the end-to-end process for one of Rest’s Critical Service Operations and needs to provide valuable feedback to the wider Rest team on areas that are causing friction for Rest members and emerging systemic issues.

• RG146 or other insurance or superannuation certification (desired)
• Bachelor's degree in business or other relevant degree (desired)
• Lean 6 Sigma Green (or similar)

Required experience, understanding or credentials including:

• Strong operations experience in the insurance and or superannuation industry including a strong understanding of superannuation administration, processing and service delivery.

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.