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. 

Key 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. 

Why Join LiveWest:

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.

For further information about this role, and LiveWest, please view our candidate information pack. 

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

To be successful in your application for the role of External Agent Officer, you will have the essential skills and experience for a level 1 role (please see candidate information pack) and the following role specific skills and experience:

•  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.

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

• 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.