About The Role

As External Agent Manager – Homeownership, you’ll ensure external managing agents deliver excellent services to our customers, regardless of tenure. You’ll play a key role in overseeing third‑party arrangements, improving processes and strengthening relationships that support positive customer outcomes across LiveWest. 

You’ll act as a subject matter expert, working collaboratively across the organisation to provide guidance on lease interpretation, service charge provisions and external agent management, while helping to resolve issues and drive continuous improvement. 

Key Responsibilities:

  •  Acting as a professional and approachable point of contact, responding to customer enquiries with empathy and clarity.
  •  Managing and strengthening relationships with external managing agents, management companies and superior landlords.
  •  Reviewing, scoping and improving processes to ensure effective handover into management and robust oversight of third‑party arrangements.
  •  Working with internal stakeholders to ensure the right behaviours and structures are in place to hold third‑party landlords and agents to account.
  •  Providing subject matter expertise on leases, legal structures, rights and responsibilities, including service charge provisions and value for money considerations.
  •  Supporting investigations into disputes or non‑compliance, including escalation through complaints processes or relevant ombudsmen where required.
  •  Leading on how data relating to external managing agents and third‑party landlords is captured, recorded and reported. 

Why Join LiveWest:

You’ll be part of an organisation committed to delivering great services for customers and communities. This role offers the opportunity to shape how LiveWest works with external partners, influence improvements across a growing homeownership portfolio, and make a real difference to customer experience. 

This is a full time, permanent role working 37 hours per week. 


Hybrid working is available for this role, working 2–3 days in the office dependent on business need. You will be based from our Weston‑super‑Mare office. 

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

About The Candidate

To be successful in your application for the role of External Agent Manager – Homeownership, you will have the essential skills and experience for a level 3 role (please see candidate information pack) and the following role specific skills and experience:

Essential: 

  • Ability to read and interpret complex land ownership documents, including headleases and freehold transfers.
  •  Strong understanding of residential leasehold, Shared Ownership and the role of managing agents.
  •  Good knowledge of variable service charge provisions and practices.
  •  Experience of managing a large and varied workload while balancing competing priorities and meeting performance targets.
  •  Highly self‑motivated, with the ability to plan and work effectively with minimal supervision.
  •  Experience of using and maintaining customer databases and records.
  •  Ability to assess complex or sensitive situations and provide practical, customer‑focused solutions.
  •  Proficient level of literacy and numeracy. 
  • Willingness to study towards a relevant professional qualification if required by future legislative changes.
Desirable:
 
  •  Experience managing a housing, leasehold or multi‑tenure service or team.
  •  Experience of managing external stakeholders in line with contractual arrangements.
  •  Experience of chairing AGMs or resident meetings.
  •  Previous experience in a managerial or specialist role within housing, property management or a related field.
  •  Membership of The Property Institute (TPI) or willingness to work towards membership (or equivalent).

Please note: This role is not eligible for CoS. Applicants must have the right to work in the UK for the full duration of the role without requiring a CoS.

About The Company

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. As a proud member of Inclusive Employers, a Disability Confident Employer, and a signatory of the Armed Forces Covenant, we are dedicated to supporting all our colleagues and ensuring that our workplace is welcoming and accessible to all.

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.

You can read more about Inclusion at LiveWest by visiting our website.
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