Client Solutions Manager

PENINSULA; Sydney; Sur place; AUD 117 000 - 143 000; Plein temps

Avantages offerts par ce poste

Enhanced Leave

Profit Sharing

Super Service MVP Awards

Career Pathways

Education Assistance Program

Bright Exchange

Health & Wellness

Social Club

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Leadership

Coaching

Customer experience

Communication

Data-driven

Relationship building

Description du poste

Up to $130,000 + Super + Profit Share & MORE

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 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$1000and 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 careabout creating an inclusive workplace and celebrate diversity. We are proud to be an equal-opportunity employer.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia?
• What's your expected annual base salary?
• Peninsula is a proudly office first organisation. Can you commit to 5 days per week in our Haymarket offices?