Managing Agent Operational Lead

Job Title: Managing Agent Operational Lead
Contract Type: Fixed term contract up to 6 months
Salary: £74,314.00 per annum (£82,136.00 is achieved after 12 months successful performance in the role)
Working Hours: 35 Hours per week
Working Pattern: Monday-Friday/Hybrid
Location: Liverpool

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you’ll make as a Managing Agent Operational Lead
You will lead Riverside's approach to managing agent performance, assurance and customer outcomes across externally managed schemes. The postholder will set clear standards, hold managing agents and superior landlords to account, give expert advice and lead the team that supports these arrangements. They will strengthen governance, compliance, financial control and service quality so customers receive a consistent service, regardless of who delivers it.

About you
We are looking for someone with:
• Significant experience of managing outsourced services, managing agents or other complex third-party arrangements.
• Strong knowledge of leasehold management, service charges, contracts, supplier performance and assurance.
• Experience of developing governance frameworks, controls, performance measures and clear management reporting.

Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:
• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Applications may close before the deadline, so please apply early to avoid disappointment.
We encourage you to apply even if you don't meet all the criteria on the job description, at Riverside we recruit to potential not just on skills and experience.

Role Profile
• Lead, support and develop the Managing Agent Coordinators, setting clear standards for quality, ownership, response times and customer outcomes.
• Act as Riverside's lead expert for managing agent governance, performance and assurance, providing clear advice and challenge across the organisation.
• Lead on complex legal and ownership structures that provide clear accountability, oversight and assurance for internal and external partners.
• Set and improve the frameworks, controls and performance measures used to oversee managing agents and superior landlords.
• Use insight, data and sector knowledge to identify risks, priorities and improvements, and represent Riverside where this supports learning and better practice.
• Build effective relationships with managing agents, superior landlords and internal teams, with clear ownership and routes for escalation.
• Monitor service quality, compliance, value for money and customer outcomes, challenging poor performance, weak information and delay.
• Maintain reliable records of key arrangements, responsibilities, services, charges, risks, compliance evidence and actions.
• Provide clear assurance and reporting to senior leaders, escalating serious or repeated failures through the right contractual, legal or governance route.
• Work with Legal, Home Ownership, Building Safety, Property Services and other teams to resolve complex lease, contract and compliance matters.
• Support service charge work for externally managed schemes, ensuring information for budgets, actuals, consultations, reconciliations and enquiries is timely and usable.
• Challenge unclear costs, weak evidence and poor value, working with Finance and Service Charge teams to improve accuracy, transparency and customer confidence.
• Take ownership of complex complaints and escalations so customers receive clear updates and are not passed between organisations.
• Use complaints, queries, performance reviews and customer feedback to improve controls, communication and service delivery.
• Own the quality and completeness of managing agent data, management information and audit trails.
• Develop practical processes, templates, systems and reporting that help Riverside track issues, risks, actions and outcomes.
• Coordinate complex cases across teams and influence internal and external stakeholders to resolve issues, reduce risk and protect customers.
• Lead service improvement as the operating model develops, ensuring changes are clear, workable and focused on customer outcomes.
• Scheme visits and attendance at managing agent or sector forums may be required where they support assurance, customer outcomes or service improvement.

Person Specification
Knowledge, Skills and Experience
Essential

• Significant experience of managing outsourced services, managing agents or other complex third-party arrangements.

• Strong knowledge of leasehold management, service charges, contracts, supplier performance and assurance.

• Experience of developing governance frameworks, controls, performance measures and clear management reporting.

• Strong commercial judgement, with the ability to scrutinise costs, evidence, service quality and contractual performance.

• Proven ability to lead improvement, use data well and influence senior stakeholders across a large organisation.

• Strong leadership and communication skills, with the ability to work with autonomy, build effective teams and demonstrate Riverside values.

Desirable

• Knowledge of building safety, compliance assurance and income and expenditure accounts.

• Experience in housing, superior landlord arrangements, mixed-tenure developments or large-scale leasehold management.

• Experience of sector networks and systems such as Oracle Financials, Salesforce or similar.