Customer Service Supervisor in Sydney

Y Suites on Margaret
Reports to: Property Manager / Customer Service Manager

Two-year fixed-term contract, with the potential to transition to a permanent position at the end of the contract, based on performance and business needs.

• Customer Service Supervisor
• Y Suites on Margaret
  Reports to: Property Manager / Customer Service Manager

Two-year fixed-term contract, with the potential to transition to a permanent position at the end of the contract, based on performance and business needs.

Lead the team that makes Y Suites feel like home.

As Customer Service Supervisor, you'll lead our front-line reception team to deliver an exceptional resident experience, keep daily operations running smoothly and set the standard for community living.

It's a hands‐on leadership role for someone who thrives on people and pace.

There is a strong platform to progress towards Customer Service Manager, with training and mentoring to help you get there.

What you'll do Lead and develop the team

• Supervise and coach the front-line reception team, ensuring efficient operations and consistent service standards.
• Provide day-to-day guidance, on‐job training and informal performance feedback.
• Train customer service team members and Residential Advisors as directed by the Property Manager.
• Step in during peak times and act as the key point of contact for customer service and reception matters in the Property Manager's absence.
• Create an exceptional resident experience
• Support residents with enquiries relating to residency, studies, wellbeing and accommodation matters, escalating complex issues where required.
• Build strong relationships with residents and foster a welcoming, engaged community.
• Coordinate resident movements, including cleaning and access arrangements, and conduct entry, routine and exit inspections.
• Drive smooth day‐to‐day operations
• Monitor resident communications and service requests across shared inboxes and platforms such as Zoho, ensuring timely responses and resolution.
• Track maintenance requests through systems such as Agility, following up with Facilities Management and contractors.
• Conduct daily property walks and common‐area checks to maintain cleanliness, safety and presentation standards.
• Liaise with third‐party service providers, including maintenance contractors, cleaners and security personnel, escalating operational issues as required.
• Stay on top of the details
• Support resident account administration, including monitoring arrears, processing direct debits and escalating outstanding balances.
• Assist with daily financial controls, including end‐of‐day processes and the accurate handling of receipts and records.
• Maintain accurate records across customer service, maintenance and financial systems to support reporting and audit requirements.
• Provide regular operational updates and handovers to the Property Manager.
• Drive growth and champion safety
• Drive occupancy and ancillary income through property tours, lease renewals, marketing campaigns and external partnerships.
• Support incident and emergency response processes, including documentation, after‐hours escalations and resident wellbeing procedures.
• Ensure all operations comply with internal policies and relevant regulatory requirements.
• Undertake other reasonable duties as required.
• What you'll bring
• Experience in student accommodation or hospitality would be an advantage.
• A high school diploma or equivalent. A bachelor's degree or relevant certification in customer service or business would be advantageous.
• Excellent interpersonal skills and the ability to connect with people from diverse backgrounds.
• Strong written and verbal communication skills.