Customer Service Manager

Overview

Expand your career as a Customer Service Manager and assist your team to provide the best service we can to our residents based in Melbourne

At UniLodge you will have the opportunity to build a rewarding career, by growing your skills and capability with Australia and New Zealand’s leading provider in student accommodation. Our operation is on an exciting growth trajectory, with a portfolio of close to 140 properties and hotels. As we grow, we’re seeking people who will enrich our culture and bring their unique perspectives and experiences to help UniLodge Group become even better. Join us and embark on an exciting journey to be the operator of choice.

What role will you play

As the Customer Service Manager, you will be responsible for leading the front-line team in the efficient and effective operations of reception. 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. More specifically you will:

- Assist residents with enquiries related to their residency, studies, general needs, and overall wellbeing.
- Aim to build a high performing team aiding with recruitment, and the delivery of relevant training and development opportunities to ensure that team members can reach their true potential.
- Ensure that your team receive timely feedback on their performance in a professional and encouraging manner.
- Ensure accurate accounting of all resident related accounts for rental and sundries.
- Complete the check in and out process for our residents at the beginning and end of their tenancy.
- Liaise with third parties regarding building facilities management including maintenance, contract cleaners, security etc

What we’re looking for

- Similar work experience within student accommodation or hospitality industry
- Strong customer service focus
- The ability to work autonomously
- Desire to work in a fast-paced, team-oriented environment
- Ability to manage a diverse range of tasks independently and reliably
- Ability to prioritise tasks and manage time effectively
- Strong communication skills, both written and verbal
- Ability to think creatively and independently solve problems, and escalate where required
- Resolve questions, queries and issues raised by team members, residents and prospective residents/visitors
- Confident computer skills including ability to use various systems and Microsoft Suite
- Unrestricted work rights in Australia
- National Police Check (completed within last 3 months), at your own cost
- Working with Children’s Check (VIC)
- VIC Real Estate Qualification: Hold or can acquire a valid and current Agent’s Representative Certificate lodged with Consumer Affairs Victoria

What we can offer you

- Amplify your potential, we offer a variety of opportunities for career progression
- Personal and professional development, through online and face to face training and courses
- Focus on employee wellbeing to support mental, emotional, financial and physical health & wellbeing, including access to Employee Assistance Programs
- Full uniform provided
- Inclusive culture in a diverse, collaborative and fun team environment
- Various leave options including two weeks paid parental leave, study leave & much more
- Strong focus on employee engagement – annual feedback surveys, and access to our community platform (Viva Engage)
- Performance recognition programs and rewards: ‘On-The-Spot’ Awards, Quarterly Awards, Annual Awards Night, Employee Milestone Rewards
- Flu Vaccinations – Company Funded
- Generous referral bonus (up to $1,000 AUD/NZD)
- Access to Insider Rates at Essence Hotels and Apartments

Are you ready to embark on a rewarding career?

If you think this role is the right fit for you, we would love to hear from you. We review applications as we get them, and if we discover the ideal candidate, we may close the role earlier than the advertised close date.

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