" \u003cdiv class=\"ja-job-details\"\u003e \u003ch2 class=\"title\"\u003eComplaints Manager\u003c/h2\u003e \u003cdiv class=\"meta\"\u003e \u003cul class=\"classifications\"\u003e \u003cli data-id=\"14284\"\u003e Client Experience \u003c/li\u003e \u003cli data-id=\"14285\"\u003e Permanent / Full Time \u003c/li\u003e \u003cli data-id=\"14286\"\u003e Sydney \u003c/li\u003e \u003c/ul\u003e \u003cp class=\"date-posted\"\u003e 27/10/2026 \u003c/p\u003e \u003c/div\u003e \u003cul class=\"bullet-points\"\u003e \u003cli\u003e\u0026#127919; Direct impact: See your work shine \u0026amp; shape the company.\u003c/li\u003e \u003cli\u003e\u0026#128188; Global stability + Growth: a financially STRONG, expanding business\u003c/li\u003e \u003cli\u003e\u0026#127881;Greatest Place to Work: Award winning mindset \u0026amp; culture\u003c/li\u003e \u003c/ul\u003e \u003cdiv class=\"description\"\u003e At Peninsula, we\u0026rsquo;re proud to be a\u0026nbsp;\u003cstrong\u003eGreat Place to Work\u003c/strong\u003e\u0026nbsp;certified company \u0026ndash; our people stay because they are rewarded, valued and trusted to make an impact. Backed by one of the world\u0027s largest\u0026nbsp;\u003cstrong\u003eprivately-owned\u003c/strong\u003e\u0026nbsp;business services groups, we\u0027re a market leader in HR, Employment Relations and Health \u0026amp; Safety advisory.\u003cbr\u003e\u003cbr\u003e We\u0026rsquo;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.\u003cbr\u003e\u003cbr\u003e This role sits at the heart of our customer experience. You\u0026rsquo;ll lead teams handling escalations, complaints and client retention, ensuring every interaction is handled with professionalism, care and a solutions-first mindset.\u003cbr\u003e \u003cbr\u003eYou\u0026rsquo;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.\u003cbr\u003e\u003cbr\u003eWhat you\u0026rsquo;ll be doing: \u003cul\u003e \u003cli\u003eLeading end to end complaint resolution, ensuring fair, timely, and high-quality outcomes\u003c/li\u003e \u003cli\u003eManaging complex escalations with professionalism, empathy, and commercial judgement\u003c/li\u003e \u003cli\u003eCoaching and developing your team to confidently handle sensitive and high stakes client issues\u003c/li\u003e \u003cli\u003ePartnering with senior stakeholders to influence decisions and improve client outcomes\u003c/li\u003e \u003cli\u003eUsing data and insights to identify trends, risks, and root causes\u003c/li\u003e \u003c/ul\u003e What you\u0027ll bring:\u0026nbsp; \u003cul\u003e \u003cli\u003eProven leadership experience, with a strong focus on coaching and developing high performing teams\u003c/li\u003e \u003cli\u003eA background in complaints, escalations, client resolution, or customer experience environments\u003c/li\u003e \u003cli\u003eHigh attention to detail with the ability to navigate complex or sensitive cases\u003c/li\u003e \u003cli\u003eA natural coach who enjoys developing people and lifting team performance\u003c/li\u003e \u003cli\u003eExcellent communication skills\u0026mdash;clear, credible, and impactful\u003c/li\u003e \u003cli\u003eA data-led mindset, with the ability to turn insights into action\u003c/li\u003e \u003c/ul\u003e \u003cstrong\u003eWhy Peninsula?\u003cbr\u003e\u003cbr\u003e\u003c/strong\u003e This is a high-impact role where you\u0026rsquo;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.\u003cbr\u003e Some of our perks include:\u003cbr\u003e \u003cul\u003e \u003cli\u003e\u003cstrong\u003eEnhanced Leave\u003c/strong\u003e: Start with up to\u0026nbsp;25 days\u0026nbsp;leave in your first year and earn more as your career grows\u0026mdash;up to\u0026nbsp;31 days\u0026nbsp;after 5 years!\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eProfit Sharing\u003c/strong\u003e: Share in the success of the business with an\u0026nbsp;annual bonus.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eSuper Service \u0026amp; MVP Awards\u003c/strong\u003e: Earn\u0026nbsp;$1000\u0026nbsp;and enjoy a day off as a reward for demonstrating our values.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eCareer Pathways\u003c/strong\u003e: Take your career further with a structured development path and opportunities to grow into management, training and beyond!\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eEducation Assistance Program\u003c/strong\u003e: We support your professional development with ongoing education assistance.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eBright Exchange\u003c/strong\u003e: Access exclusive discounts on hundreds of products and services.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eHealth \u0026amp; Wellness:\u0026nbsp;\u003c/strong\u003eEnjoy a $250 voucher, gym discounts, and more!\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eSocial Club:\u0026nbsp;\u003c/strong\u003eEnjoy monthly events to stay connected and have some fun along the way!\u003c/li\u003e \u003c/ul\u003e \u003cstrong\u003eIf this sounds like you, we\u0027d love to hear from you! Simply click the Apply button and submit your updated CV.\u003cbr\u003e\u003c/strong\u003e\u003cbr\u003e\u003cem\u003eAt Peninsula,\u0026nbsp;\u003cstrong\u003ewe care\u003c/strong\u003e\u0026nbsp;about creating an inclusive workplace and celebrate diversity. We are proud to be an equal-opportunity employer.\u0026nbsp;\u003c/em\u003e \u003c/div\u003e \u003cdiv class=\"apply\"\u003e \u003ca class=\"back-link\" href=\"#\" title=\"Back to search results\"\u003eBack to search results\u003c/a\u003e \u003cinput type=\"button\" class=\"ja-button\" data-job-id=\"4481711\" value=\"Apply Now\" title=\"Apply Now\" /\u003e \u003c/div\u003e \u003c/div\u003e "