Job Description
Landlord Relationship Specialist \n\nFixed-term contract - 12 months\n\nReading - Hybrid-working\n\nThe Property Team is accountable for the estate management and implementation of property and planning strategies across the shared and unilateral network property portfolio, ensuring partners & suppliers adhere to agreed guidelines when undertaking work or upgrades on the property estate.\n\nAs the Landlord Relationship Specialist (LRS), you will manage the casework required to support good landlord relationships and coordinate resolution for property incidents, access escalations and requests for access support. You will interface confidently with landlords, internal teams, stakeholders and suppliers to negotiate and turn around complex situations into positive experiences using the prescribed behaviours, values and principles.\n\nWhat you will be doing:\n\nEngage with site providers and build positive relationships that support MBNL outcomes\nPlay a lead role in logging and coordinating resolution of property "incidents" in a central incident management tool (Remedy).\nHave case management responsibility for property incidents, including Incoming landlord relationship matters; Access escalations (refusal or unjustified fees); General access support.\nSupport reporting development of property incidents (c. 80 at any one time) to provide insights and trends that will highlight areas of future improvement/focus.\nReport company performance KPIs and shape the evolution of code status & site provider issues.\nUndertake governance of Provider Access Performance including pack review, issue resolution, performance feedback and continuous improvement.\nSupport the upfront planning of access for on-site works projects within MBNL\nAssist the Customer Relationship Manager with complaints from start to resolution to include ownership of the complaint; following the complaint policy to resolution, whilst adhering to any SLAs around response times.\nRaise Non-Conformance-Reports (NCRs) where necessary\nAttend Commercial meetings to liaise with Small Works Contractors (SWCs)\nContribute to the delivery of 2025 Site Access Outcome to include comprehensive review of the site access process to document and reference each element of the end-to-end process.
\n\nWhat we are looking for:\n\nStrong relationship building and negotiation skills with an ability to collaborate effectively\nExperience of successful complex query handling\nExcellent time and caseload management\nAppreciation and understanding of data, processes and complex eco systems \n\nNice to have:\n\nPrevious Property/Site Access experience\nExperience and knowledge of telecoms acquisition, design, build and decommissioning activities \n\nMBNL - building strength through inclusion.\n\nAt MBNL we embrace equality, diversity, and inclusion. People are at the heart of everything we do and collectively we strive to create an environment where everyone can flourish. By fostering an inclusive environment, we are championing each other's uniqueness.
Inclusion & Diversity within MBNL will unlock innovation and continue to evolve how we work, to help us deliver world class infrastructure for our Shareholders and their customers.\n\nWe will work creatively to offer flexible working arrangements, (like non-standard hours, part-time, remote working). We want to support you to build your career without sacrificing your personal priorities.\n\nMBNL are proud recipients of the Armed Forces Covenant Gold Award, and Disability Confident accredited.\n\nProject People is acting as an Employment Business in relation to this vacancy