Customer Service Manager

2 days ago

City of Melbourne, Australia UniLodge Australia Pty Full time

Lead a frontline team and support daily operations in a vibrant student community environment as our Customer Service Manager

Work Hours

- Monday to Friday 9am – 5pm – no weekend work

About the Role

In this pivotal leadership role, you'll elevate service standards, streamline front line operations, and drive occupancy outcomes. As the key point of contact for residents, staff, and partners, 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.

Responsibilities

- 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 a high-performing crew. 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 values and procedures.

- Manage the property’s financial performance.

Qualifications

- Unrestricted Work Rights in Australia.

- Working with Children’s Check (VIC)

- VIC Real Estate Agents Representative Certificate (required)

- Proficient with technology and confident in administrative systems.

- Excellent communication skills and professional presentation.

- Demonstrated leadership experience within hospitality or a UniLodge setting.

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 – we’ve got your back during flu season

- General Referral Bonuses - Up to $1,000 AUD/NZD for successful referrals

- Travel Perks – Access exclusive rates at Essence Hotels & Apartments

Why the UniLodge Living Group

UniLodge is the leading student accommodation provider across Australia and New Zealand, with a growing portfolio of 130+ properties. We offer real opportunities to develop your career, make an impact, and help shape the future of student living.

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

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