External Agent Officer

As an External Agent Officer, you’ll deliver a high-quality, legally compliant leasehold management service for customers living in homes that are partly or wholly owned and/or managed by third-party landlords and managing agents. You’ll work closely with customers, colleagues and external partners, acting as a key point of knowledge and support on leasehold matters. Through building strong, collaborative relationships, you’ll help ensure customers understand their rights and responsibilities while protecting LiveWest’s interests and ensuring value for money, safety and compliance.

Responsibilities

• Deliver a high-quality leasehold management service across a portfolio of homes managed by third-party landlords and managing agents.
• Manage key leasehold processes and casework, including permissions, consents and lease enforcement.
• Review and scrutinise service charge demands, accounts and formal notices, raising concerns or non-compliance where appropriate.
• Investigate disputes or non-compliance and escalate issues to managing agents or superior landlords when required.
• Provide advice and support to customers and internal colleagues on leasehold matters, acting as a point of escalation.
• Build and maintain effective working relationships with managing agents, landlords and other key stakeholders.
• Monitor and escalate risks relating to value for money, safety or compliance for buildings managed by third parties.

Essential

• Excellent written and verbal communication skills.
• Ability to assess risk and take appropriate action.
• Highly self-motivated, with the ability to plan and work effectively with limited supervision.
• Experience of managing a large and varied workload and meeting performance targets.
• Experience of maintaining accurate records and developing action plans.
• Ability to work effectively with external organisations and stakeholders.
• Ability to read, interpret, apply and explain complex leasehold structures and provisions.
• Good understanding of health and safety compliance.
• Working knowledge of relevant legislation, including the Landlord and Tenant Act 1985 and the Commonhold and Leasehold Reform Act 2002, along with relevant RICS and ARMA guidance.

Desirable

• Experience of working with affordable housing tenures such as Shared Ownership or Affordable Rent.
• IRPM affiliation.
• RICS accreditation.
• CIH Level 3 qualification.

This role is being offered on a full time, permanent basis working 37 hours per week. Hybrid working is available for this role working 2 - 3 days per week in the Weston-super-Mare office, dependent on business need.

We are committed to safeguarding and promoting the welfare of vulnerable groups. Appointment to this role is subject to a satisfactory basic DBS check.

Our Reward And Benefits

• Working Style: Hybrid working with 2 - 3 days in the office to support your work/life balance.
• Generous Annual Leave: Start with 26 days, plus bank holidays, increasing to 30 days with length of service - and the option to purchase up to 5 extra days (pro rated for part time roles).
• Pension Contributions: Enjoy up to 9% employer contributions with our Defined Contribution scheme.
• Health Benefits and Perks: Access to a health care cash plan (worth up to £1,100 annually), virtual GP services, discounted gym memberships, and retail discounts including access to a Blue Light Card.
• Learning and Development: Invest in your future with ongoing personal and professional growth opportunities.
• Family Support: Policies designed to help you balance work and family life, including a new child payment.
• Wellbeing Matters: Prioritise your health with mental health support, enhanced sick pay, wellness campaigns, and free flu jabs.
• Smarter Travel: Save with our Cycle to Work and Car Benefit schemes.
• Giving Back: Up to four paid volunteering days a year to support our communities.

About Us

At LiveWest, we are united by a shared mission: to create a home for everyone. Each of us takes pride in playing our part in achieving this goal. Our values guide everything we do - from how we work together to how we deliver exceptional services to our customers. Collaboration is at the heart of LiveWest, and we believe that we achieve more when we deliver together. As one of the largest employers in the South West, our team of 1,800 talented colleagues provides a wide range of services to our 80,000 customers. We are passionate about nurturing local talent and creating opportunities for people within the communities we serve. We are committed to supporting our colleagues, giving them the autonomy and encouragement they need to thrive and reach their full potential. Together, we are building brighter futures for everyone.

Inclusion At LiveWest

At LiveWest, we are committed to fostering an inclusive and diverse workplace where everyone feels valued, respected, and empowered. We believe that our differences drive innovation, creativity, and excellence, and we strive to create an environment where all colleagues can thrive. We welcome individuals of all backgrounds, experiences, and perspectives to join our team. LiveWest is dedicated to equal opportunity and actively works to eliminate discrimination and promote diversity at all levels. Join us in our mission to create vibrant and inclusive communities. Make a difference with LiveWest, where every voice is heard, and every contribution is valued.