Complaints Manager

Peninsula Australia; Sydney; On-site; AUD 90,000 - 130,000; 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 Australia is seeking a confident, commercially minded Customer Solutions Manager who thrives in complex environments. You will lead teams handling escalations, complaints and client retention, ensuring every interaction is handled with professionalism and a solutions-first mindset.

You’ll partner with senior stakeholders, managing upwards with confidence and providing insights that drive better outcomes for customers and the business.

Qualifications

• Proven leadership experience, with a track record of coaching high performing teams.
• 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, with a data-led mindset to turn insights into action.

Responsibilities

• 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

Skills

Leadership experience

Coaching

Customer experience

Communication skills

Data-driven mindset

Job description

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$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!

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.