Customer Service Manager

UniLodge Australia; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Job summary

UniLodge Australia seeks a capable leader to head the front-line Reception team and deliver exceptional resident experiences. You will manage daily operations, coordinate staff, and ensure smooth check-in and check-out processes while maintaining high service standards across the residence community.

You will lead a fast-paced team, handle resident inquiries, and drive training and development to unlock team potential. A strong emphasis on communication and accountability is required.

Qualifications

• Proven ability to lead, coach and motivate a front-line team.
• Strong interpersonal and organisational skills for a fast-paced setting.
• Excellent communication and problem-solving abilities.

Responsibilities

• 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 recruitment support and relevant training opportunities.
• Ensure timely feedback on performance to direct reports in a professional manner.
• Ensure accurate accounting of all resident-related accounts for rental and sundries.
• Maintain control over delivery of a quality accommodation product for resident requirements.
• Complete the check-in and check-out process for residents at tenancy start and end.
• Liaise with third parties regarding building facilities management including maintenance, cleaners, and security.

Skills

Team leadership

Communication

Organisation

Problem solving

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.

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 professional development, career progression, development reviews, and employee assistance program (EAP) services. We acknowledge that everyone leads unique lives, and therefore offer various leave options including study leave, parental leave entitlements, etc.

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.

This role is a full time position, requiring the successful applicant to work a 38 hour work week – Monday to Friday.

YOUR RESPONSIBILITIES

• 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.

Our mandatory requirements include:

• Work rights in Australia and New Zealand
• National Police Check
• First Aid & CPR (or willing to obtain)

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.