We’re Peninsula, the global #1 for Workplace Relations and Health & Safety advisory.

We support over 35,500 businesses across ANZ, and with offices around the world, our team of more than 4,000 employees helps service over 145,000 clients globally. Proudly privately owned, Peninsula brings unmatched financial stability and a proven track record of sustained global growth—year after year.

As our success continues to soar, we’re expanding our team to meet the growing demand for our services—and we want YOU to be part of this exciting journey!

We’re on the lookout for an experienced and empathetic Senior Customer Success Manager with a sharp eye for detail and a passion for turning complaints into opportunities.

In this critical role, you’ll lead a team focused on managing and resolving client complaints, engaging with senior internal stakeholders, and using data-driven insights to improve processes and prevent future issues. You’ll be the voice of the client, driving accountability, continuous improvement, and excellence in every interaction.

What You’ll Be Doing:

• Leading the end-to-end complaints management process, ensuring timely, fair, and effective resolutions.
• Handling complex escalations with empathy, professionalism, and a focus on positive outcomes.
• Providing coaching and support to your team, helping them navigate sensitive client issues with confidence.
• Engaging with senior leaders and cross-functional teams to communicate trends, risks, and root causes.
• Using Salesforce and other tools to track cases, monitor service quality, and generate actionable reports.
• Identifying opportunities for process improvements to reduce complaint volumes and enhance client satisfaction.
• Ensuring compliance with internal standards.

What You Bring:

• Leadership experience with a proven ability to coach, mentor, and inspire team members.
• Proven experience in complaints handling, customer resolution, or customer experience
• Demonstrated ability to manage high-pressure situations and conflicting priorities with calm and clarity.
• Outstanding verbal and written communication skills—you know how to deliver the right message at the right time.
• Experience in working closely with senior stakeholders and influencing decision-making.
• A data-driven approach—you’re confident using insights to identify trends and drive smarter strategies.
• Leadership experience with a proven ability to coach, mentor, and inspire team members.

Why Join Us? Because here at Peninsula, we don’t just offer jobs—we offer careers with impact. You’ll be part of:

• A global leader in HR consultancy and workplace safety.
• A business that puts people and service at the heart of everything we do.
• A team that celebrates wins, supports each other, and thrives on solving real-world challenges.
• A role where your voice is heard, your ideas are valued, and your work truly matters.

Ready to be the driving force behind our complaints resolution strategy? Apply now and join a team where your leadership, empathy, and expertise will make a lasting impact.

Peninsula is an equal opportunity employer and values diversity. We encourage applications from all qualified candidates.

*A note to recruitment agencies: We politely ask that you refrain from submitting unsolicited resumes.