Customer Service Manager
2 months ago
Drive an outstanding resident experience and contribute to our great culture
- Opportunities for professional growth and development
**WHY UNILODGE**
UniLodge specialise in student accommodation and have been an industry market leader since 1996. The UniLodge Group manages a diverse portfolio of close to 130 properties and hotels with a footprint in every city in mainland Australian and New Zealand; and we employ a team of over 1200 staff across our business. We optimise tenancy for owners and create thriving communities.
Across our workforce we have built an enviable culture of
**_trust_**:
- , _
**_engagement_**:
- , _
**_collaboration_**, and
**_fun_**. Our residents come from diverse backgrounds, and we want our teams to reflect this. Our people are the heart of our business, and their contributions are valued and celebrated. We invest in the wellbeing and professional development of our team, offering access to ongoing training and professional development, career progression, development reviews, and employee assistance program (EAP) services. We acknowledge that everyone leads unique lives, and therefore offer various leave options including study leave, parental leave entitlements, etc.
**WHO YOU ARE**
Being a leader at UniLodge means being able to lead, coach and motivate your team to be at their best. You will be more than just a friendly presence; you are a crucial link in creating a supportive culture and inspiring community for our residents. You will be equipped to handle a fast-paced environment, keen to hear others’ views and will be comfortable taking accountability for your decisions. Whilst providing an exceptional experience is your forte, you will have a natural ability to resolve problems and adjust plans as you go. You will have demonstrated highly developed communication and organisation skills and will be resilient when working under pressure. Experience in providing hands-on operational security and incident management in a residential setting will be beneficial.
This is a part time position offering 3 days per week.
**YOUR RESPONSIBILITIES**
As the Customer Service Manager - Retail, your responsibilities will include but not be limited to:
- Lead the front-line team in the efficient and effective operations of retail enquiries and bookings.
- Assist all employees and residents in the most efficient and professional manner, exceeding expectations and delivering a high standard of customer service.
- Acquire knowledge of the local area, facilities and services close to UniLodge
- Assist residents with enquiries related to their residency, studies, general needs and overall well being
- Assist with the maximisation of profits via the smooth running of reception shifts. Through accurate and complete shift practices, maintain high occupancy levels in residential rooms/apartments. Conduct site inspections with energy and interest
- Aim to build a high performing team providing assistance with recruitment, and the delivery of relevant training and development opportunities to ensure that team members can reach their true potential.
- Ensure that all direct reports receive timely feedback on their performance in a professional and encouraging manner.
- Maintain control over the delivery of a quality accommodation product for resident requirements.
- Complete the check in and out process for our residents at the beginning and end of their tenancy.
Our mandatory requirements include:
- Work rights in Australia and New Zealand
- National Police Check
- State Working with Children Check (or willing to obtain)
- Real Estate Qualification - Valid Certificate IV in Real Estate Practice (ACT)
**HOW YOU CAN APPLY**
- We are a 2023 Circle Back Initiative Employer - We commit to responding to every applicant._
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