Retail Operations Lead - Customer Service & Team Training

Reddy Express; Perth; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Inclusive Culture

Voice Your Opinions – surveys and Viva

Company-funded Flu Vaccinations

General Referral Bonuses – up to $1,0

Travel Perks – Essence Hotels & An 'd

Job summary

UniLodge Australia is seeking a Retail Operations Lead Customer Service in Perth to elevate front desk services, manage leasing from enquiry to move-in, and lead a Customer Service and Residential Advisor team. You’ll deliver memorable resident experiences through events and life programs while ensuring safety and compliance across operations.

The role focuses on resolving issues with care, mentoring staff, and driving occupancy and business growth in a Permanent, on-site setting at UniLodge

Qualifications

• Unrestricted Work Rights in Australia.
• Proficient with technology and confident in administrative systems.
• Excellent communication skills and professional presentation.
• Demonstrated leadership experience within hospitality or a UniLodge setting.
• Experience in hotels or accommodation, with a focus on delivering standout guest or resident experiences.

Responsibilities

• Lead a warm, professional front desk experience and resolve issues quickly.
• Own the leasing journey from enquiry to move-in and maintain high occupancy.
• Recruit, train and mentor the Customer Service and Residential Advisor teams.
• Deliver resident experiences through events and the Residential Life Program.
• Uphold safety, policy compliance and reporting while driving continuous improvement.

Skills

Leadership

Technology proficiency

Communication

Training & mentoring

Front desk experience

Tools

Administrative systems

Job description

Retail Operations Lead Customer Service

In this pivotal leadership role, you’ll elevate service standards, deliver front line operations, and drive occupancy outcomes. As the key point of contact for residents, staff, and stakeholders, you’ll lead with clarity, resolve issues with care, and ensure seamless daily operations.

At a glance, you will:

• Champion a warm, professional front desk experience – solve problems fast, exceed expectations, and set the tone for resident care.
• Own the leasing journey from enquiry to move‑in. Convert leads, maintain high occupancy, and support business growth.
• Recruit, train, and mentor our Customer Service and Residential Advisor team. Foster collaboration, lift performance, and lead by example.
• Deliver meaningful resident experiences through events, support, and the Residential Life Program – making UniLodge feel like home.
• Maintain high standards across safety, policy compliance, and reporting, while supporting continuous improvement in line with UniLodge’s values and procedures.

Skills & Experience:

• Unrestricted Work Rights in Australia.
• Proficient with technology and confident in administrative systems.
• Excellent communication skills and professional presentation.
• Demonstrated leadership experience within hospitality or a UniLodge setting.
• Experience in hotels or accommodation, with a focus on delivering standout guest or resident experiences.

Benefits:

• Inclusive Culture – Collaborate with a diverse and engaging team
• Voice Your Opinions – Share feedback in annual surveys and connect on Viva Engage
• Company‑funded Flu Vaccinations – we’ve got your back during flu season
• General Referral Bonuses – Up to $1,000 AUD/NZD for successful referrals
• Travel Perks – Access exclusive rates at Essence Hotels & Apartments

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

Location: Perth

Employment Type: Permanent