At a Glance
- Tasks: Lead complaint resolution and enhance customer experience with a solutions-first mindset.
- Company: Join Peninsula, a certified Great Place to Work with a strong local presence.
- Benefits: Enjoy up to 31 days leave, profit sharing, and education assistance.
- Other info: Be part of a diverse team with opportunities for growth and fun social events.
- Why this job: Shape client experiences and influence outcomes in a high-impact role.
- Qualifications: Proven leadership in complaints and excellent communication skills required.
The predicted salary is between 56700 - 69300 $ per year.
At Peninsula, we’re proud to be a Great Place to Work certified company – our people stay because they are rewarded, valued 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. 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 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 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!
If this sounds like you, we'd love to hear from you! At Peninsula, we care about creating an inclusive workplace and celebrate diversity. We are proud to be an equal-opportunity employer.
Complaints Manager in Sydney employer: Peninsula Australia
At Peninsula Australia, we pride ourselves on being an exceptional employer that fosters a supportive and dynamic work environment. Our HR & ER Advisors benefit from comprehensive training, ongoing professional development, and the opportunity to make a real impact in guiding clients through complex employment law issues. With stable rosters and a commitment to career advancement within our global brand, we ensure our employees thrive both personally and professionally in a culture that values collaboration and innovation.
