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

We support over 35,500 businesses across ANZ, and with offices worldwide, our team of over 4,000 employees' services over 145,000+ clients globally. We are proudly privately owned, with unmatched financial stability, fueling our continued global expansion.

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 looking for an experienced Client Experience Manager to lead a team dedicated to resolving client complaints and enhancing service quality. You’ll engage with senior stakeholders, leverage data to drive improvements, and champion the client voice across the business — ensuring accountability, excellence, and continuous improvement in every interaction.

What You’ll Be Doing:

• Manage end-to-end complaints with timely, fair, and effective resolutions.
• Resolve complex escalations with empathy and professionalism.
• Coach your team to confidently handle sensitive client issues.
• Communicate trends, risks, and root causes to senior leaders.
• Use Salesforce to track cases, monitor quality, and report insights.
• Identify and drive process improvements to reduce complaints.
• Ensure compliance with internal policies and standards.

What You Bring:

• Proven leadership with the ability to coach, mentor, and inspire teams.
• Strong background in complaints handling, customer resolution, or client experience.
• Skilled in managing high-pressure situations and shifting priorities with composure.
• Excellent communicator—clear, timely, and impactful in both written and verbal forms.
• Experienced in influencing senior stakeholders and driving decisions.
• Data-driven mindset with the ability to identify trends and shape strategy.

What's in it for you:
You will be Joining a global brand with local impact and career opportunities across ANZ and beyond. With unparalleled career pathways to ensure your progression, this is coupled with our Peninsula Perks which include:

• Enhanced Leave: Start with additional leave in your first year, and earn more as your career grows—up to 31 days after 5 years!
• Profit Sharing: Share in the success of the business with an annual bonus.
• Super Service & MVP Awards: Earn $1000 and 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 an Associate Director role.
• 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 connect and have some fun along the way.

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.

**Peninsula has preferred agency partners, we politely ask that you avoid making any approaches or sending any unsolicited resumes**