Customer Service Manager

UniLodge Living Group; City of Melbourne; On-site; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Inclusive culture

Employee voice

Team events

Travel privileges

Referral rewards

Job summary

UniLodge Living Group in Melbourne City is seeking a Customer Service Manager to lead resident services and security for our student housing community.

You will manage inquiries, support team development, and ensure accurate resident accounting while upholding a safe, inclusive living environment. This role demands resilience and strong communication in a fast-paced setting.

Qualifications

• Strong communication skills, both verbal and written, with a focus on resident wellbeing.
• Excellent organisation and problem-solving abilities in a fast-paced environment.
• Ability to work autonomously and as part of a team.
• Hands-on operational security and incident management experience in a residential setting is beneficial.
• Valid Work Rights in Australia and First Aid/CPR certification (or willingness to obtain).
• Familiarity with VIC real estate regulations is advantageous.

Responsibilities

• Assist residents with enquiries related to residency, studies and wellbeing.
• Support recruitment and training to build a high-performing team.
• Provide timely, constructive feedback to direct reports on performance.
• Maintain accurate accounting of resident rental and sundry accounts.
• Complete the check-in and check-out process at tenancy start and end.

Skills

People skills

Communication (verbal & written)

Organization & problem solving

Autonomy & teamwork

First Aid & CPR

Residential security experience

Education

VIC State Real Estate Qualification

Job description

The UniLodge Group manages a diverse portfolio of close to 130 properties and hotels, with a footprint in every city in mainland Australia and New Zealand. Across our brands, we employ a diverse team of over 1200 employees who help us to achieve our vision, “To build inclusive communities for inspired living”.

We're on the look out for a Customer Service Manager to join our team at UniLodge Melbourne City on a full time basis.

Essential Skills And Attributes Include

• A passion for people
• A reliable and honest work ethic
• Strong communication skills - verbal and written
• Excellent organisation and problem solving skills
• The ability to work autonomously and in a team
• Experience in providing hands‑on operational security and incident management in a residential setting will be beneficial
• Valid Work Rights in Australia
• First Aid & CPR (or willing to obtain)
• VIC State Real Estate Qualification

We're looking for someone who is resilient and adaptable to work in an environment that can be quite one day, and flat out the next. You will be equipped to handle a fast‑paced environment, keen to hear others’ views and will be comfortable taking accountability for your decisions. But most importantly, you will be committed to fostering a safe, secure and healthy living environment for our student residents.

Some Responsibilities Of The Role Will Include

• Assist residents with enquiries related to their residency, studies, general needs, and overall wellbeing.
• 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.
• Ensure that 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.

WHY UNILODGE GROUP

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 career growth opportunities, performance recognition programs, and tools and resources to support mental health and wellbeing. And because everyone leads unique lives, we offer various leave options including study leave, parental leave entitlements, etc.

JOIN OUR TEAM

Benefits With UniLodge

As part of the UniLodge family, you’ll enjoy a range of benefits and rewards designed to support your growth and wellbeing:

• A refined and inclusive culture where individuality is respected and meaningful contribution is valued
• A genuine voice at the table, with opportunities to shape our future through engagement forums and Viva Engage
• A connected community, brought to life through curated team events, celebrations and social initiatives
• Exclusive travel privileges, with preferred rates across Essence Hotels & Apartment
• Rewarding referral recognition, with up to $1,000 for introducing exceptional talent to our growing teams.

UniLodge Living Group is committed to providing a safe, respectful, and inclusive workplace. As part of our recruitment process, candidates are required to declare any history of involvement in gender‑based violence, in line with our commitment to integrity, accountability, and the National Higher Education Code.

UniLodge Australia is part of the UniLodge Living Group. We are proud to be an equal opportunity employer and welcome applications from diverse backgrounds.

We are a 2026 Circle Back Initiative Employer – we commit to respond to every applicant.