Customer Solutions Leader: Escalations & Client Outcomes

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

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.