Y Suites on Margaret
Reports to: Property Manager / Customer Service Manager
Contract: Immediate start. 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
Contract: Immediate start. 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 solid 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.

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📌 Customer Service Supervisor (New South Wales)
🏢 Y Suites Australia
📍 New South Wales