Customer Service Manager

About the role

UniLodge, Australia and New Zealand's leading provider of student accommodation, is seeking a Customer Service Manager to lead its front-line reception team. The role suits someone who thrives in a fast-paced environment, takes accountability for decisions and enjoys resolving problems and adjusting plans while delivering an exceptional resident experience.

Key responsibilities

• Assist residents with enquiries about their residency, studies, general needs and wellbeing.
• Build a high-performing team through recruitment and training and development.
• Give timely, professional and encouraging performance feedback to team members.
• Keep accurate records of resident accounts for rent and sundries.
• Handle check-in and check-out at the start and end of each tenancy.
• Liaise with third parties on building facilities management, including maintenance, contract cleaners and security.

Required profile

• Similar work experience in student accommodation or the hospitality industry.
• Strong customer service focus and desire to work in a fast-paced, team-oriented environment.
• Ability to work autonomously, manage a diverse range of tasks and prioritise effectively.
• Strong written and verbal communication skills; creative problem solving and escalation where needed.
• Resolving questions and issues raised by team members, residents and prospective residents.
• Unrestricted work rights in Australia, a National Police Check completed within the last 3 months (at your own cost) and a Working with Children's Check (VIC).

Required skills

• Confident computer skills, including various systems and Microsoft Office.

What we offer

• Career progression opportunities and personal and professional development through online and face-to-face training.
• Employee wellbeing support, including Employee Assistance Programs.
• Full uniform provided.
• Leave options including two weeks of paid parental leave and study leave.
• Annual feedback surveys, Viva Engage community platform and performance awards.
• Company-funded flu vaccinations and a referral bonus of up to $1,000 AUD/NZD.
• Insider rates at Essence Hotels and Apartments.