Landlord Relationship Specialist

Landlord Relationship Specialist

Fixed-term contract - 12 months

Reading - Hybrid-working

The 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.

As 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.

What you will be doing:

• Engage with site providers and build positive relationships that support MBNL outcomes
• Play a lead role in logging and coordinating resolution of property "incidents" in a central incident management tool (Remedy).
• Have case management responsibility for property incidents, including Incoming landlord relationship matters; Access escalations (refusal or unjustified fees); General access support.
• Support reporting development of property incidents (c. 80 at any one time) to provide insights and trends that will highlight areas of future improvement/focus.
• Report company performance KPIs and shape the evolution of code status & site provider issues.
• Undertake governance of Provider Access Performance including pack review, issue resolution, performance feedback and continuous improvement.
• Support the upfront planning of access for on-site works projects within MBNL
• Assist 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.
• Raise Non-Conformance-Reports (NCRs) where necessary
• Attend Commercial meetings to liaise with Small Works Contractors (SWCs)
• Contribute 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.

What we are looking for:

• Strong relationship building and negotiation skills with an ability to collaborate effectively
• Experience of successful complex query handling
• Excellent time and caseload management
• Appreciation and understanding of data, processes and complex eco systems

Nice to have:

• Previous Property/Site Access experience
• Experience and knowledge of telecoms acquisition, design, build and decommissioning activities

MBNL - building strength through inclusion.

At 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.

We 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.

MBNL are proud recipients of the Armed Forces Covenant Gold Award, and Disability Confident accredited.

Project People is acting as an Employment Business in relation to this vacancy.