Job Description

About LIVINGWAY

At LIVINGWAY, we are dedicated to empowering individuals and communities through innovative solutions and exceptional service. Rooted in a commitment to excellence, integrity, and collaboration, we strive to create meaningful impact in everything we do. Our organisation is built on strong values and a clear vision to inspire positive change. Whether in the workplace or the communities we serve, LIVINGWAY is a place where passion meets purpose, and everyone is encouraged to grow, thrive, and succeed.

Job Title:

Resident Liaison

Reports To:

Community Manager

Location:

Liverpool City Centre

Job Type:

Full Time (including rotational Saturdays, a Monday is given off if you are rostered on to work a Saturday)

Role Summary

The Resident Liaison is a key front-facing role within the LIVINGWAY community, responsible for delivering an exceptional resident and guest experience while actively supporting apartment lettings and occupancy performance at ROCO.

This role combines hospitality-led service, resident relationship management, lettings support, check-in and check-out coordination, community engagement, and operational oversight. The Resident Liaison plays a direct role in driving resident satisfaction, supporting occupancy levels, and ensuring that every interaction reflects the LIVINGWAY brand, values, and service standards.

Key Responsibilities

Resident, Guest & Community Experience

Act as the first point of contact for residents, short-stay guests, and visitors, providing a warm, professional, and solutions-focused service at all times. Build and maintain strong relationships with residents, responding promptly and effectively to enquiries, concerns, and service requests. Foster a welcoming, community-driven environment that encourages engagement, wellbeing, and long-term resident satisfaction. Manage resident communication channels, including digital platforms and social media, ensuring clear, consistent, and timely communication. Organise and host monthly resident events, social activities, and wellness initiatives that enhance the overall living experience. Develop partnerships with local businesses to secure exclusive resident discounts and lifestyle benefits.

Lettings, Viewings & Occupancy Support

Actively support the letting of apartments by conducting professional viewings and site tours for prospective residents. Manage viewing schedules, enquiry follow-ups, and prospect engagement to maximise conversion from enquiry to let. Build strong rapport with prospective residents, clearly presenting apartment features, amenities, community values, and leasing processes. Work closely with the Community Manager and leasing function to support marketing campaigns, open days, and occupancy drives. Maintain accurate records of enquiries, viewings, feedback, and outcomes within internal systems. Support resident retention and re-lets through strong relationship management and early identification of potential void risks.

Check-In & Check-Out (Residents & Short-Stay Guests)

Deliver end-to-end check-in and check-out processes for both long-term residents and short-stay guests, ensuring a seamless and professional experience. Manage pre-arrival communications, apartment readiness, key handovers, and welcome packs to ensure consistent service quality. Conduct resident and guest departures, including key returns, condition checks, and coordination with housekeeping and maintenance teams. Ensure all arrivals and departures are completed in line with operational standards, security protocols, and brand expectations. Proactively identify and resolve issues during arrival and departure stages to protect resident satisfaction and online reputation.

Apartment Presentation & Quality Control

Ensure all apartments, including short-stay suites and new move-ins, are presented to a consistently high, luxury standard. Carry out detailed pre-arrival inspections, ensuring cleanliness, functionality, furnishings, and presentation meet expectations. Coordinate with housekeeping and maintenance teams to resolve issues promptly and effectively. Prepare welcome amenities, personalised notes, and information packs for residents and guests.

Community Engagement & Wellness

Develop and promote wellbeing initiatives, including fitness classes, mindfulness sessions, and partnerships with local wellness providers. Encourage social interaction, mental wellbeing, and community participation across the building. Support resident use of communal spaces, amenities, and social hubs to maximise engagement and satisfaction.

Operational & Facilities Support

Maintain high presentation standards across all communal areas, ensuring a luxury, well-managed environment at all times. Oversee the booking and coordination of amenity spaces. Act as the first point of contact for maintenance issues, escalating appropriately and tracking resolution. Work closely with Maintenance and Facilities teams to support health, safety, and compliance requirements. Assist with arrears chasing and reporting in line with internal processes and guidance.

Skills & Experience

Experience in customer service, hospitality, luxury accommodation, serviced apartments, or property management. Naturally warm, professional, and engaging manner with strong interpersonal skills. Excellent organisational skills, attention to detail, and ability to manage multiple priorities. Proactive problem-solver with a solutions-focused mindset. Strong written and verbal communication skills with professional etiquette. Confident using IT systems, booking platforms, and digital communication tools, including social media.
Job Type: Full-time

Pay: 24,420.00-30,000.00 per year

Benefits:

Casual dress Company events Company pension Free parking Health & wellbeing programme On-site gym On-site parking
Application question(s):

What attracted you to the Resident Liaison role at LIVINGWAY, and what does "exceptional resident experience" mean to you? How would you handle a prospect who loves the apartment but is hesitant on price? Why do you think check-ins and check-outs are critical moments for resident satisfaction and online reputation? What types of resident events or wellness initiatives do you think work best in a city-centre BTR building?
Experience:

Sales: 2 years (preferred) Leasing: 2 years (preferred) Hospitality: 2 years (preferred)
Work Location: In person