At Peninsula, we’re proud to be recognised as a Great Place to Work where our people are valued, rewarded, and trusted to make an impact. Backed by one of the world’s largest privately owned business services groups, we’re a market leader in HR, Employment Relations and Health & Safety advisory services. Across Australia and New Zealand, we support tens of thousands of businesses with the tools, advice and confidence to manage their people and safety. We’re growing fast, financially robust, and backed by decades of innovation and success. As a Client Solutions Specialist, you’ll be the calm, confident voice clients rely on when issues arise. You’ll respond with empathy, clarity, and practical solutions, taking ownership of escalations from start to finish. Your work will play a key part in strengthening relationships and keeping our clients with us. This role is perfect for someone with strong complaints and retention experience, ideally from a contact center environment. Your resilience, emotional intelligence and ability to provide explicit, practical solutions will set you up for success.

What You’ll Be Doing

- Investigating complaints and cancellation requests, identifying root causes and escalating matters where required
- Managing and responding to customer feedback and complaints via phone and email.
- Demonstrate exceptional client handling and negotiation skills to delight clients, resolve complaints and ensure client retention.
- Maintaining accurate and timely records in Salesforce
- Investigating matters thoroughly and partnering with internal teams for fast, accurate resolutions
- Rebuilding confidence through personalised communication,



consistent updates and proactive follow‑up

What you’ll bring

- At least 12 months’ experience in complaints handling and retention (contact center experience highly regarded)
- Strong verbal, written and listening skills with excellent attention to detail
- Confidence working in a fast‑paced, deadline‑driven environment
- The ability to manage irate or distressed customers professionally
- A proactive mindset with a strong sense of ownership, accountability and professionalism

Why join us

You will be joining a global brand with local impact, offering strong career development opportunities across ANZ and beyond. Our Perks include:

- Performance Bonus: Be rewarded individually with a quarterly performance bonus for client saves.
- Enhanced Leave: Start with up to 25 days leave in your first year and earn more as your career grows—up to 31 days after 5 years!
- Profit Sharing: Share in the success of the business with an annual bonus.
- Super Service & MVP Awards: Earn $1000 and enjoy a day off as a reward for demonstrating our values.
- Career Pathways: Take your career further with a structured development path and opportunities to grow into management, training and beyond!
- Education Assistance Program: We support your professional development with ongoing education assistance.
- Bright Exchange: Access exclusive discounts on hundreds of products and services.
- Health & Wellness: Enjoy a $250 voucher, gym discounts, and more!
- Social Club: Enjoy monthly events to stay connected and have some fun along the way!

At Peninsula, we care about creating an inclusive workplace and celebrate diversity. We are proud to be an equal‑opportunity employer.

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📌 Client Solutions Specialist (City of Sydney)
🏢 Peninsula Australia
📍 City of Sydney