Resident Experience Manager - Frontline Team Leader

UniLodge Australia Pty Ltd; City of 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

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.