Client Solutions Leader — Escalations, CX & Profit Share

PENINSULA; Sydney; On-site; AUD 117,000 - 143,000; Full time

Benefits offered by this job

Enhanced Leave

Profit Sharing

Super Service MVP Awards

Career Pathways

Education Assistance Program

Bright Exchange

Health & Wellness

Social Club

Job summary

Peninsula is seeking a confident, commercially minded Customer Solutions Manager to lead end-to-end complaint resolutions and manage complex escalations with empathy and commercial judgement. You will coach and develop teams, retire risk and improve client outcomes, while partnering with senior stakeholders to influence decisions.

In this high-impact role, you will use data to identify trends, raise insights, and champion improvements across the customer experience.

Qualifications

• Proven leadership experience in customer-focused environments.
• Strong coaching and people development skills.
• Experience handling complaints, escalations, and client resolutions.
• Excellent communication, both written and verbal, with stakeholders at all levels.
• Ability to translate data into actionable improvements.
• Strong attention to detail in complex, high-stakes situations.

Responsibilities

• Lead end-to-end complaint resolution with fair, timely outcomes.
• Manage complex escalations with professionalism and commercial judgement.
• Coach and develop teams to handle sensitive client issues confidently.
• Partner with senior stakeholders to influence decisions and improve outcomes.
• Use data and insights to identify trends, risks and root causes.

Skills

Leadership

Coaching

Customer experience

Communication

Data-driven

Relationship building

Job description

Peninsula is seeking a confident, commercially minded Customer Solutions Manager to lead end-to-end complaint resolutions and manage complex escalations with empathy and commercial judgement. You will coach and develop teams, retire risk and improve client outcomes, while partnering with senior stakeholders to influence decisions.

In this high-impact role, you will use data to identify trends, raise insights, and champion improvements across the customer experience.