that About LIVINGWAY
At LIVINGWAY, we don't simply provide homes, we create thriving communities where people choose to live, stay and belong.
Our purpose is to redefine modern renting by combining beautifully designed homes with exceptional hospitality, outstanding customer service and vibrant resident experiences. Every interaction, every viewing and every conversation is an opportunity to showcase the LIVINGWAY difference.
We're passionate about delivering more than a home. We create places where communities flourish, residents feel valued and our teams are empowered to make a genuine impact.
As we continue to grow, we are looking for ambitious individuals who share our passion for service excellence, commercial success and creating unforgettable resident experiences.
- Job Title: Resident Liaison
- Reports To: Community Manager
- Location: Liverpool City Centre
- Job Type: Full Time (including rotational Saturdays. Where a Saturday is worked, a day in lieu will be provided.)
Role Summary
The Resident Liaison is one of the most influential customer facing positions within LIVINGWAY.
This role sits at the heart of our community, combining premium hospitality, consultative sales, operational excellence and exceptional customer service to create an outstanding resident journey from first enquiry through to long term residency.
You will be responsible for showcasing our homes, converting enquiries into completed leases, delivering exceptional move in experiences and building lasting relationships that maximise resident satisfaction, retention and advocacy.
Every viewing, every resident interaction and every guest experience is an opportunity to strengthen the LIVINGWAY brand, increase occupancy and contribute directly towards the commercial success of the development.
This is a fast paced role requiring someone who thrives in a sales driven environment while delivering five star hospitality at every touchpoint.
Key Responsibilities (but not limited to)
Resident Experience & Community
- Become the face of LIVINGWAY by delivering an exceptional experience for every resident, guest and visitor.
- Build trusted, long term relationships with residents through proactive communication, genuine engagement and outstanding service.
- Respond quickly and professionally to enquiries, concerns and service requests, ensuring issues are resolved efficiently and positively.
- Create an environment where residents feel welcomed, supported and proud to call LIVINGWAY home.
- Manage resident communications across all digital platforms, ensuring messaging is timely, engaging and aligned with the LIVINGWAY brand.
- Assist in coordinating and hosting regular resident events that encourage community engagement, wellbeing and resident retention.
- Develop strategic partnerships with local businesses to deliver exclusive resident benefits, experiences and lifestyle rewards that enhance the value of living at LIVINGWAY.
Sales, Leasing & Occupancy Performance
The Resident Liaison plays a vital role in driving leasing performance by delivering exceptional customer journeys that convert enquiries into long-term residents.
You will:
- Conduct professional, engaging and consultative viewings that showcase not only our homes but the complete LIVINGWAY lifestyle.
- Build strong relationships with prospective residents, understanding their needs and matching them with the most suitable home.
- Follow up every enquiry promptly, professionally and consistently, maximising conversion opportunities at every stage of the sales journey.
- Maintain a proactive sales pipeline, ensuring every lead receives an exceptional customer experience.
- Support occupancy campaigns, marketing initiatives, launch events and promotional activity designed to maximise leasing performance.
- Record all prospect activity accurately within internal systems to ensure reporting remains current and actionable.
- Work closely with the Community Manager to identify opportunities to reduce void periods, improve conversion rates and maximise occupancy.
- Support resident retention through proactive relationship management, identifying renewal opportunities and reducing avoidable departures.
- Champion the LIVINGWAY brand by confidently communicating our homes, amenities, services and community lifestyle.
Resident & Guest Arrivals
You will ensure every resident and guest receives an exceptional arrival experience that exceeds expectations.
- Managing the move in journey from reservation through to arrival.
- Coordinating pre arrival communication to ensure residents feel informed and excited before moving into their new home.
- Preparing homes to LIVINGWAY standards, ensuring presentation, cleanliness and functionality are flawless.
- Delivering professional key handovers and personalised welcome experiences.
- Providing residents with all the information required to confidently settle into their new community.
- Supporting short stay guest arrivals with the same premium hospitality standards expected across the LIVINGWAY portfolio.
Resident & Guest Departures
- Deliver seamless and professional move out experiences.
- Complete condition inspections, key returns and departure documentation.
- Coordinate effectively with Housekeeping, Maintenance and Facilities teams to ensure homes are returned to market quickly.
- Identify opportunities to improve processes and reduce turnaround times between occupancies.
- Capture valuable resident feedback to continually improve the customer experience.
Home Presentation & Brand Standards
You will be responsible for ensuring every available home is presented to the highest possible standard.
Responsibilities include:
- Completing detailed quality inspections prior to every move in.
- Ensuring furnishings, fixtures, cleanliness and presentation meet luxury hospitality standards.
- Working closely with Maintenance teams to resolve defects quickly and efficiently.
- Preparing welcome packs, resident information and personalised touches that enhance the move in experience.
- Regularly inspecting homes, communal areas and amenity spaces to ensure they remain viewing ready at all times.
Community & Wellbeing
LIVINGWAY communities are designed to enrich everyday life.
You will:
- Deliver engaging wellbeing initiatives including fitness classes, wellness sessions and resident activities.
- Encourage participation across social events, networking opportunities and community programmes.
- Promote resident engagement through communal facilities and shared spaces.
- Build an inclusive community where residents feel connected, supported and proud to recommend LIVINGWAY.
Operations, Facilities & Compliance
- Maintain exceptional presentation standards across all communal areas.
- Coordinate bookings for resident amenity spaces and shared facilities.
- Work collaboratively with Facilities and Maintenance teams to support compliance, health & safety and operational excellence.
- Support rent collection processes through professional resident communication and internal reporting where required.
- Ensure operational procedures, company policies and brand standards are consistently maintained.
Skills, Experience & Attributes
We're looking for someone who is naturally passionate about people, thrives in a customer focused environment and enjoys achieving commercial goals.
You'll ideally have:
- Experience within luxury residential, Build to Rent, hospitality, serviced accommodation, hotels or premium customer service environments.
- A proven ability to build rapport and create exceptional customer experiences.
- Strong sales ability with confidence converting enquiries into completed leases.
- Excellent communication and relationship-building skills.
- Outstanding organisational and time management abilities.
- A proactive, solutions focused mindset with the ability to remain calm under pressure.
- High attention to detail and pride in maintaining exceptional presentation standards.
- Confidence using CRM systems, booking platforms, Microsoft Office and digital communication tools.
- A genuine passion for delivering exceptional hospitality and creating thriving communities.
What You'll Bring to LIVINGWAY
You'll help us:
- Increase occupancy.
- Convert more enquiries into long-term residents.
- Deliver exceptional resident satisfaction.
- Maximise resident retention.
- Protect revenue.
- Create communities people genuinely love living in.
- Build advocates who proudly recommend LIVINGWAY to others.
If you're passionate about delivering exceptional customer experiences, building thriving communities and making a genuine impact every day, we'd love to hear from you.
At LIVINGWAY, you'll be part of a forward-thinking team that's redefining modern renting through outstanding homes, exceptional service and unforgettable resident experiences.
This is more than a career in property, it's an opportunity to shape communities, exceed expectations and help people find a place they're proud to call home.
Pay: £27,000.00-£32,000.00 per year
Benefits:
- Company events
- Company pension
- Free fitness classes
- Health & wellbeing programme
- On-site gym
- On-site parking
Application question(s):
- How would you approach a prospective resident who is viewing several developments before making a decision?
- Have you ever worked towards occupancy, sales or customer service targets?
- What does excellent customer service mean to you?
Experience:
- Sales: 3 years (required)
- Property management: 2 years (required)
Work Location: In person
