Customer Service Manager Lead

4 days ago

Kensington Park, South Australia UniLodge Full time
About UniLodge

At UniLodge, we're on an exciting growth trajectory with a portfolio of close to 140 properties and hotels. As we continue to expand, we're seeking individuals who will enrich our culture and bring their unique perspectives to help us become even better.


Job Title: Customer Service Manager Lead

We're looking for a seasoned professional to lead our front-line team in the efficient and effective operations of reception. This role requires someone who can handle a fast-paced environment, is keen to hear others' views, and takes accountability for decisions.


Responsibilities:
  • Provide exceptional customer service to residents, addressing their inquiries related to residency, studies, general needs, and overall wellbeing.
  • Build a high-performing team by recruiting, training, and developing staff members to reach their full potential.
  • Ensure timely feedback on performance to team members in a professional and encouraging manner.
  • Accurately manage resident-related accounts, including rental and sundry payments.
  • Process check-ins and check-outs for residents at the beginning and end of their tenancies.
  • Liaise with external parties regarding building facilities management, including maintenance, contract cleaners, and security services.

Requirements:
  • A minimum of similar work experience within student accommodation or hospitality industries.
  • Strong customer service focus and ability to resolve problems efficiently.
  • The capacity to work autonomously and make informed decisions.
  • Demonstrated desire to work in a fast-paced, team-oriented environment.
  • Ability to prioritize tasks, manage time effectively, and maintain a diverse range of responsibilities.
  • Excellent communication skills, both written and verbal.
  • Capacity to think creatively and independently solve problems.
  • Unrestricted work rights in Australia.
  • National Police Check (completed within the last three months) at your own cost.
  • Working with Children's Check (NSW).

What We Offer:
  • Opportunities for career progression and personal development through online and face-to-face training and courses.
  • Focus on employee wellbeing, including access to Employee Assistance Programs.
  • Full uniform provided.
  • An inclusive culture in a diverse, collaborative, and fun team environment.
  • Variety of leave options, including two weeks paid parental leave, study leave, and more.
  • Strong focus on employee engagement through annual feedback surveys and community platform access (Viva Engage).
  • Performance recognition programs and rewards.
  • Flu vaccinations – company-funded.
  • Generous referral bonus (up to $1,000 AUD/NZD).
  • Access to Insider Rates at Essence Hotels and Apartments.

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