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.

Responsibilities

• 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 escalates 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 escalates risks relating to value for money, safety or compliance for buildings managed by third parties.

Core Requirements

• 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.

Employment Details

• Full‑time, permanent position.
• 37 hours per week.
• Hybrid working: 2–3 days per week in the Weston‑super‑Mare office, dependent on business need.

Benefits

• Generous annual leave – start with 26 days, plus bank holidays, increasing to 30 days with length of service (option to purchase up to 5 extra days).
• Pension contributions – up to 9% employer contributions with Defined Contribution scheme.
• Health benefits – access to a health care cash plan (worth up to £1,100 annually), virtual GP services, discounted gym memberships, retail discounts including Blue Light Card.
• Learning and development – ongoing personal and professional growth opportunities.
• Family support – policies such as new child payment.
• Wellbeing matters – mental health support, enhanced sick pay, wellness campaigns, and free flu jabs.
• Smarter travel – Cycle to Work and Car Benefit schemes.
• Giving back – up to four paid volunteering days a year to support communities.

Equal Opportunities

• LiveWest is dedicated to equal opportunity and actively works to eliminate discrimination and promote diversity at all levels.
• Applicants must have the right to work in the UK for the full duration of the role without requiring a Certificate of Sponsorship.

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