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
* Act as a professional and approachable point of contact, responding to customer enquiries with empathy and clarity.
* Manage and strengthen relationships with external managing agents, management companies and superior landlords.
* Review, scope and improve processes to ensure effective handover into management and robust oversight of third‑party arrangements.
* Work with internal stakeholders to ensure the right behaviours and structures are in place to hold third‑party landlords and agents to account.
* Provide subject‑matter expertise on leases, legal structures, rights and responsibilities, including service charge provisions and value for money considerations.
* Support investigations into disputes or non‑compliance, including escalation through complaints processes or relevant ombudsmen where required.
* Lead 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.
Working Hours & Location
This is a full‑time, permanent role working 37 hours per week. Hybrid working is available, with 2–3 days in the office depending on business need. You will be based from our Weston‑super‑Mare office.
Background Checks
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
Essential Skills and Experience
* 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 Skills and Experience
* 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).
Employment Conditions
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.
Benefits
* Hybrid working with 2–3 days in the office to support your work/life balance.
* Generous annual leave: 26 days + bank holidays, increasing to 30 days with length of service, and the option to purchase up to 5 extra days.
* Pension contributions: up to 9% employer contributions with a defined contribution scheme.
* Health benefits: health‑care cash plan (up to £1,100 annually), virtual GP services, discounted gym memberships, and retail discounts.
* Learning and development: ongoing personal and professional growth opportunities.
* Family support: policies to help balance work and family life, including a new child payment.
* Wellbeing: mental health support, enhanced sick pay, wellness campaigns, and free flu jabs.
* Travel: Cycle to Work and Car Benefit schemes.
* Volunteering: up to four paid volunteering days a year to support communities.
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