Client Solutions Manager - Escalations & Experience

Peninsula Australia; Sydney; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Enhanced Leave

Profit Sharing

MVP Awards

Career Pathways

Education Assistance Program

Bright Exchange

Health & Wellness

Social Club

Job summary

Peninsula Australia is seeking a confident, commercially minded Customer Solutions Manager to lead our customer experience function in Sydney. You will oversee teams handling escalations, complaints and client retention, ensuring interactions are professional, empathetic, and solutions-focused.

You will partner with senior stakeholders, providing insights to influence decisions that drive better outcomes for customers and the business.

Qualifications

• Proven leadership experience in customer-facing roles.
• Background in complaints, escalations, or customer experience environments.
• High attention to detail in complex or sensitive cases.
• Natural coach with ability to develop people and lift team performance.
• Strong communication skills: clear, credible, and impactful.

Responsibilities

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

Skills

Leadership

Customer experience

Escalations management

Coaching

Analytical mindset

Job description

Peninsula Australia is seeking a confident, commercially minded Customer Solutions Manager to lead our customer experience function in Sydney. You will oversee teams handling escalations, complaints and client retention, ensuring interactions are professional, empathetic, and solutions-focused.

You will partner with senior stakeholders, providing insights to influence decisions that drive better outcomes for customers and the business.