LIVINGWAY UK
Resident Liaison
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Resident Liaison
ROCO · Liverpool City Centre
Job Title
Resident Liaison
Reports To
Community Manager
Location
ROCO, Liverpool City Centre
Job Type
Full time, including rotational Saturdays (a day off in lieu is given during the week when rostered to work a Saturday)
About LIVINGWAY
At LIVINGWAY, we are dedicated to empowering individuals and communities through exceptional service, thoughtful design and a genuine sense of belonging. Rooted in a commitment to excellence, integrity and collaboration, we create places where people are proud to live and eager to stay.
ROCO is our flagship Liverpool city-centre community, and how it performs comes down to the people who represent it every day. This is a place where passion meets purpose, and where great service and commercial success go hand in hand.
Role Summary
The Resident Liaison is a key front facing, commercially focused role at ROCO. You will deliver an exceptional resident and guest experience while playing a leading part in filling apartments, converting enquiries into lets and driving occupancy.
This is as much a sales role as it is a hospitality one. Every viewing, tour and conversation is an opportunity to sell the ROCO lifestyle, win the resident and protect occupancy. You will own the journey from first enquiry through to a signed let and a happy, long-staying resident combining lettings and sales, resident relationship management, check-in and check-out coordination, community engagement and operational oversight to keep the building full and thriving.
Key Responsibilities
Responsibilities include, but are not limited to, the following. Sales, lettings and occupancy sit at the heart of this role.
Sales, Lettings & Occupancy your headline priority
- Take ownership of the lettings journey from first enquiry to signed let, actively selling apartments and the wider ROCO lifestyle to prospective residents.
- Conduct confident, persuasive viewings and site tours that showcase apartment features, amenities and community values, and move prospects towards a decision.
- Proactively manage and follow up every enquiry and viewing to maximise conversion from enquiry to let chasing leads promptly, overcoming objections and closing.
- Keep the pipeline full and moving: qualify prospects, book viewings, nurture warm leads and re-engage cooling ones to maintain strong occupancy.
- Drive occupancy performance by minimising voids identifying re-let opportunities early and securing renewals and re-lets through strong relationship management.
- Work hand in hand with the Community Manager and leasing function on marketing campaigns, open days and occupancy drives, and contribute ideas to generate enquiries and lets.
- Represent ROCO to prospective residents, local partners and referral sources, actively promoting the community and building demand.
- Maintain accurate, up-to-date records of enquiries, viewings, feedback and outcomes, using data to sharpen follow up and improve conversion.
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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 the foundation of renewals and referrals.
- 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 living experience and strengthen loyalty.
- Develop partnerships with local businesses to secure exclusive resident discounts and lifestyle benefits that add value and differentiate ROCO.
Check-In & Check-Out (Residents & Short-Stay Guests)
- Deliver end-to-end check-in and check-out for both long-term residents and short-stay guests, ensuring a seamless, professional experience that starts every let on a high.
- Manage pre-arrival communications, apartment readiness, key handovers and welcome packs to ensure consistent service quality.
- Conduct departures, including key returns, condition checks and coordination with housekeeping and maintenance teams.
- Ensure all arrivals and departures meet operational standards, security protocols and brand expectations.
- Proactively identify and resolve issues at arrival and departure to protect resident satisfaction and online reputation both of which directly support future lettings.
Apartment Presentation & Quality Control
- Ensure all apartments, including short-stay suites and new move-ins, are presented to a consistently high, viewing ready 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.
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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
Essential
- A confident, persuasive and target-driven approach you enjoy selling, converting enquiries and winning people over.
- Experience in lettings, sales, estate agency, hospitality, luxury accommodation, serviced apartments or property management.
- A naturally warm, professional and engaging manner with excellent interpersonal and relationship-building skills.
- Strong organisational skills, attention to detail and the ability to manage multiple priorities and a busy pipeline.
- A proactive problem solver with a solutions focused, commercially aware mindset.
- Strong written and verbal communication skills with professional etiquette.
- Confident using IT systems, booking platforms and digital communication tools, including social media.
Desirable
- A track record of meeting or exceeding lettings, sales or occupancy goals.
- Local knowledge of Liverpool city centre and its lifestyle offering.
What We Offer
A full-time role at the heart of one of Liverpool’s standout residential communities, where your commercial contribution is visible and valued.
- Company events
- Company pension
- Health & wellbeing programme
- On-site gym
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