This is a Customer Service Manager role with UniLodge based in Melbourne, VIC, AU UniLodge Role Seniority - mid level More about the Customer Service Manager role at UniLodge Monday to Friday 9am – 5pm – no weekend work! Be part of a culture that empowers your growth trusts your leadership. Great pay & great perks – enjoy a role that rewards your contribution. About the Role In this pivotal leadership role, you'll elevate service standards, streamline front line operations, and drive occupancy outcomes. As the key point of contact for residents, staff, and partners, you'll lead with clarity, resolve issues with care, and ensure seamless daily operations. If you’re driven by people, performance, and purposeful impact, this is your chance to lead where it matters most. 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 a high-performing crew. 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: To Be Successful In This Role, You Will Need Unrestricted Work Rights in Australia. Working with Children’s Check (VIC) Valid Cert IV in Real Estate Practice (VIC) Proficient with technology and confident in administrative systems. Demonstrated leadership experience within hospitality or a UniLodge setting. 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 Why the UniLodge Living Group: UniLodge is the leading student accommodation provider across Australia and New Zealand, with a growing portfolio of 130 properties. We offer real opportunities to develop your career, make an impact, and help shape the future of student living. Take the next step in your career and lead our frontline team to service excellence! Apply now with your cover letter and resume and continue to develop your career with us. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the UniLodge team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Championing front desk experience Owning the leasing journey Delivering meaningful resident experiences Key Strengths Unrestricted Work Rights in Australia Working with Children’s Check (VIC) Valid Cert IV in Real Estate Practice (VIC) Proficient with technology Demonstrated leadership experience A Final Note: This is a role with UniLodge not with Hatch.