Customer Service Manager

3 weeks ago

Bunbury, Australia UniLodge Australia Pty Full time

Overview

Inspire a high-performing team, enhance daily resident life, and drive service excellence at UniLodge Perth Central

About the Role

In this pivotal leadership role, you'll elevate service standards, deliver front line operations, and drive occupancy outcomes. As the key point of contact for residents, staff, and stakeholders, you'll lead with clarity, resolve issues with care, and ensure seamless daily operations. If you’re driven by people, performance, and purposeful impact, this is your chance to lead where it matters most.

At a glance, you will:

- Champion a warm, professional front desk experience – solve problems fast, exceed expectations, and set the tone for resident care.
- Own the leasing journey from enquiry to move-in. Convert leads, maintain high occupancy, and support business growth.
- Recruit, train, and mentor our Customer Service and Residential Advisor team. Foster collaboration, lift performance, and lead by example.
- Deliver meaningful resident experiences through events, support, and the Residential Life Program – making UniLodge feel like home.
- Maintain high standards across safety, policy compliance, and reporting, while supporting continuous improvement in line with UniLodge’s values and procedures.

Responsibilities

- Lead front desk operations and guest services.
- Manage leasing activities from inquiry to move-in and maintain occupancy targets.
- Recruit, train, and mentor team members; foster collaboration and high performance.
- Design and deliver resident experiences and events.
- Ensure safety, compliance, and reporting, and support continuous improvement.

Skills & Experience

- Proficient with technology and administrative systems.
- Excellent communication and professional presentation.
- Demonstrated leadership experience within hospitality or a UniLodge setting.
- Experience in hotels or accommodation with a focus on standout resident experiences.
- National Police Check
- Working with Children Check (WA)
- Valid Working Rights in Australia and New Zealand

Benefits

- Inclusive culture – collaborate with a diverse and engaging team
- Voice your opinions – share feedback in annual surveys and connect on Viva Engage
- Company-funded flu vaccinations
- General referral bonuses – up to $1,000 AUD/NZD for successful referrals
- Travel perks – access exclusive rates at Essence Hotels & Apartments

Take the next step in your career and lead our frontline team to service excellence. Apply now with your cover letter and resume to continue developing your career with us.

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