At Peninsula, we're proud to be aGreat Place to Workcertified company – our people stay because they are rewarded, valued and trusted to make an impact.
Backed by one of the world's largestprivately-ownedbusiness services groups, we're a market leader in HR, Employment Relations and Health & Safety advisory.
We're looking for a confident, commercially minded Customer Solutions Manager who thrives in complex environments.
Someone who can balance detail with big-picture thinking, lead from the front and build strong relationships at every level.
This role sits at the heart of our customer experience.
You'll lead teams handling escalations, complaints and client retention, ensuring every interaction is handled with professionalism, care and a solutions-first mindset.
You'll also be a key partner to senior stakeholders, managing upwards with confidence, providing insight and influencing decisions that drive better outcomes for both customers and the business.
What you'll be doing
Leading end to end complaint resolution, ensuring fair, timely, and high-quality outcomes
Managing complex escalations with professionalism, empathy, and commercial judgement
Coaching and developing your team to confidently handle sensitive and high stakes client issues
Partnering with senior stakeholders to influence decisions and improve client outcomes
Using data and insights to identify trends, risks, and root causes
What you'll be doing
Leading end to end complaint resolution, ensuring fair, timely, and high-quality outcomes
Managing complex escalations with professionalism, empathy, and commercial judgement
Coaching and developing your team to confidently handle sensitive and high stakes client issues
Partnering with senior stakeholders to influence decisions and improve client outcomes
Using data and insights to identify trends, risks,



and root causes
What you'll bring
Proven leadership experience, with a strong focus on coaching and developing high performing teams
A background in complaints, escalations, client resolution, or customer experience environments
High attention to detail with the ability to navigate complex or sensitive cases
A natural coach who enjoys developing people and lifting team performance
Excellent communication skills—clear, credible, and impactful
A data-led mindset, with the ability to turn insights into action
Why Peninsula?
This is a high-impact role where you'll genuinely shape the client experience and influence how we deliver for our customers every day.
As a global brand with strong local presence, we invest in our people, support their growth, and continuously evolve our benefits to stay competitive.
Some of our perks include:
Enhanced Leave: Start with up to25 daysleave in your first year and earn more as your career grows—up to31 daysafter 5 years!
Profit Sharing: Share in the success of the business with anannual bonus.
Super Service & MVP Awards: Earn$****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 career 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!
If this sounds like you, we'd love to hear from you!
At Peninsula,we careabout creating an inclusive workplace and celebrate diversity.
We are proud to be an equal-opportunity employer.
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📌 Complaints Manager (Sydney)
🏢 Peninsula Australia
📍 Sydney