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 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 solid 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