Peninsula Australia was proud to be named the 2025 Service Hero award winner at the Customer Service Institute of Australia, CSIA, Australian Service Excellence Award. This award is presented for Service Excellence in a Medium Contact Centre.
This recognition is a testament to the passion and precision of the Peninsula Advice team, and the client-first culture that drives everything we do.
This category honours contact centres with 20-100 FTEs that have achieved outstanding service excellence, showcasing their skills in delivering exceptional CX in customer-facing roles.
Within the Advice team, call volumes and tasks are projected in 15-minute intervals, allowing us to understand the call volumes and the headcount required to target less than 1% call abandonment, less than 8 seconds average speed to answer, and 99% of all emails responded to within 4 hours.
We set a high standard for ourselves, and we are glad to see the high level of execution being recognised by our industry peers. We share this award with all of our diligent advisers, who show up every day to help Australian businesses stay compliant in their HR operations, and focus on growing at their best ability.
Excellent customer service is one of the most powerful drivers of long‑term business success. At its core, customer service is the human connection that shapes how people feel about a company, which directly influences loyalty, reputation, and profitability.
What excellent customer service looks like at Peninsula
Delivering outstanding advice by phone requires clarity, empathy, and efficiency. The Peninsula advice team are attentive and actively acknowledge the customer’s concerns. They communicate solution options in a warm, confident tone. Phone interactions lack visual cues, so voice, pacing, and word choice become essential tools for building trust and reassurance.
Peninsula focuses on personalised conversations, avoiding scripted responses, and wherever possible resolving issues on the first call. This level of care transforms a routine interaction into a memorable experience.
Why Peninsula prioritises exceptional service
As an industry leader in HR and WHS advice and services, Peninsula places great value on delivering exceptional customer service. Service excellence is embedded into our company culture in many ways.
- Continuously training employees to improve communication and problem‑solving skills.
- Empowering staff to make decisions that benefit the customer.
- Making complex regulations manageable, with a focus on providing solutions that support the customer’s desired objectives
- Measuring satisfaction through surveys, feedback loops, and performance metrics.
- Rewarding employees each month who demonstrate and deliver exceptional service.
Peninsula has long held that exceeding expectations creates brand loyalty and advocacy. Something competitors cannot easily replicate.
Building a reputation
Customer service excellence directly influences whether customers stay or leave. When people feel valued, they return. When they feel ignored or mistreated, they switch brands. Satisfied customers share their experiences with others, which builds a reputation that attracts new business organically.
Impact on employee satisfaction
A positive service culture doesn’t just benefit customers, it improves the workplace. Employees who are trained, supported, and empowered experience higher job satisfaction. They feel proud of their work and more connected to the company and our customers. It also boosts delivery as employees spend less time dealing with escalations and more time providing meaningful, helpful customer support.
Excellent customer service is a company-wide mindset at Peninsula. It’s an approach that builds strong relationships between colleagues, teams and, most importantly, our customers. It’s also why this award means so much to the entire company. It’s a reflection of the hard work of all our employees.