Customer Service Manager

UniLodge Australia Pty Ltd; Melbourne; On-site; AUD 80,000 - 110,000; Full time

Benefits offered by this job

Inclusive & Collaborative Culture

Your Voice Matters

Community & Connection

Rewarding Referrals

Travel Perks

Job summary

UniLodge Australia Pty Ltd, Melbourne-based, is seeking a Customer Service Manager to lead our reception team and enhance resident wellbeing. You will coach staff, manage performance, and ensure a high‑quality accommodation experience within a fast-paced environment.

Responsibilities include overseeing resident enquiries, training, rostering, and coordinating with facilities management. A strong emphasis on teamwork and service excellence with a 5‑day rotating roster is essential.

Qualifications

• Experience leading a front-line team in a service environment.
• Ability to coach and develop staff while maintaining service standards.
• Strong communication and organisational abilities under pressure.

Responsibilities

• Lead the front-line team in efficient reception operations.
• Assist residents with residency, studies, wellbeing and general needs.
• Recruitment support and delivery of training and development opportunities.
• Provide timely performance feedback to direct reports.
• Maintain accurate accounts for resident rentals and sundries.
• Deliver a quality accommodation product aligned with resident needs.
• Manage check-in/check-out processes at tenancy start/end.
• Coordinate facilities management with third parties (maintenance, cleaners, security).
• Commit to a 5-day rotating roster.

Skills

Leadership

People management

Communication

Organisational skills

Education

Relevant management or supervisory experience

Job description

WHY UNILODGE

UniLodge specialise in student accommodation and have been an industry market leader since 1996. The UniLodge Group manages a diverse portfolio of close to 130 properties and hotels with a footprint in every city in mainland Australian and New Zealand; and we employ a team of over 1200 staff across our business. We optimise tenancy for owners and create thriving communities.

About Studeo Melbourne:

Studeo Melbourne is a new, design-led student accommodation brand that reimagines the student experience around comfort, connection and the feeling of home. As a white‑label accommodation brand managed by UniLodge, Studeo combines a distinctive lifestyle offering with the expertise of one of Australasia's most experienced student accommodation operators, creating communities where students can live confidently, connect meaningfully and prepare for what's next.

Located on Melbourne's iconic Bourke Street, Studeo places residents in the heart of the city, surrounded by world‑class universities, public transport, retail, dining, entertainment and cultural experiences. Positioned within one of Melbourne's most recognised and vibrant precincts, the property offers students unparalleled access to everything the city has to offer, creating a truly connected urban living experience.

Designed for students navigating the transition between where they are and where they are going, Studeo blends contemporary living spaces, thoughtfully curated amenities and a strong sense of community to create a place that feels like home while supporting personal growth, independence and academic success.

WHO YOU ARE

Being a leader at UniLodge means being able to lead, coach and motivate your team to be at their best. You will be more than just a friendly presence; you are a crucial link in creating a supportive culture and inspiring community for our residents. 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. You will have demonstrated highly developed communication and organisation skills and will be resilient when working under pressure. Experience in providing hands‑on operational security and incident management in a residential setting will be beneficial.

YOUR RESPONSIBILITIES

As a Customer Service Manager, your responsibilities will include but not be limited to:

• Lead the front‑line team in the efficient and effective operations of Reception.
• 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.
• Maintain control over the delivery of a quality accommodation product for resident requirements.
• 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.
• To be able to commit to a 5 day rotating roster

Our mandatory requirements include:

• Valid Working Rights in Australia and New Zealand
• National Police Check
• Working with Children Check( VIC)

What we can offer you:

• Inclusive & Collaborative Culture – Join a vibrant, supportive team where individuality is celebrated and your impact is valued every day.
• Your Voice Matters – Shape our future by sharing your ideas through engagement surveys and connecting with colleagues on Viva Engage.
• Community & Connection – Enjoy monthly morning teas, team events, and social celebrations that bring our people together.
• Rewarding Referrals – Help us grow! Earn up to $1,000 AUD when you refer outstanding talent to our team.
• Travel Perks – Treat yourself with exclusive rates and special offers at Essence Hotels & Apartments across our network.

Join the Studeo Melbourne team and help bring our new community to life!

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.