Customer Service Manager (12-Month Fixed-Term, Maternity Leave Cover)

UniLodge Pty; Auckland; Hybrid; NZD 70,000 - 90,000; Full time

Job summary

UniLodge Auckland City is hiring a Customer Service Manager on a 12-month fixed-term maternity cover. This full-time role oversees a small operations team, handles daily operations, and drives leasing activities for student apartments.

You will lead with a focus on service quality, maintain relationships with key stakeholders, and collaborate with Property Manager Operations on accounting and owner communications. NZ Police Vetting is required.

Qualifications

• Proven leadership experience in accommodation/hospitality.
• Experience with leasing and property management.
• NZ Police Vetting is required.
• Strong interpersonal and problem-solving skills with the ability to manage conflicts.
• Service and quality focus with a passion to deliver outstanding experiences.

Responsibilities

• Manage day-to-day administrative operations of the property.
• Recruit, mentor and develop a high-performing team.
• Build and maintain relationships with investors, institutions, and owners.
• Coordinate leasing activities with Property Manager Operations.
• Oversee apartment maintenance, inspections and maintenance requests.
• Monitor and manage the property's day-to-day financial performance; handle rent and owner payments.
• Ensure clear communication with owners and body corporate.
• Maintain high standards of cleanliness and presentation across the property.
• Prepare reports for senior management as requested.
• Act as an active member of the emergency response team during shifts.

Skills

Leadership

Leasing

Staff development

Customer service

Interpersonal skills

Conflict resolution

NZ Police Vetting

STARREZ PMS

Tools

STARREZ PMS

Job description

Customer Service Manager (12-Month Fixed-Term, Maternity Leave Cover)

Full time, Fixed term for 12 months! Team leadership and operations role with a property management twist! Join the team at UniLodge Auckland City!

We are seeking a full-time Front Office Supervisor (referred to as Customer Service Manager internally) to join the team at UniLodge Auckland City in Auckland on a Fixed-term basis for 12 months to provide maternity leave cover. You will be responsible for managing a small operations team, working together to manage daily operations, oversight of the maintenance program and leasing of our student apartments.

About the Role

• Full-time position - 40 hours per week across Monday to Friday
• Manage the day-to-day administrative operations
• Recruit, manage and develop a team of high performing staff
• Build and maintain relationships with each key stakeholder group (investors, key learning institutions and owners)
• Working with Property Manager Operations in relation to leasing
• Ongoing management of the apartments including inspections and maintenance requests
• Manage the property's day to day financial performance
• Work with Property Manager Operations on the accounting of rent and owner payments
• Work with Property Manager Operations to ensure fluid communication with owners and body corporate
• Maintain the property to the highest level of cleanliness and presentation
• Prepare and provide any reports for senior management as requested
• Be an active member of the emergency response team during shift times

About You

• Previous leadership experience in the accommodation industry
• Experience with leasing and property management (highly regarded)
• Previous experience with STARREZ Property Management System (PMS) would be advantageous.
• Highly developed interpersonal skills with the ability to problem solve & manage conflict
• A focus on service and quality with the passion to deliver outstanding experiences
• NZ Police Vetting (required)

Why work with UniLodge?

UniLodge specialise in student accommodation and have been an industry market leader since 1996. The UniLodge Living 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.

UniLodge reserves the right to withdraw this advertisement at any time. Candidates will be progressed as applications are received, rather than after the advertisement closure date.

All final applicants for this position will be required to provide evidence of a criminal record check. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits.