Lanlord Relationship Specialist

Job Description Protect access. Resolve issues. Strengthen landlord relationships.The Landlord Relationship Specialist (LRS) plays a pivotal role in protecting access to MBNLs network estate by managing complex property and access issues and fostering strong, consistent landlord relationships. Sitting within the Operational Services function, youll coordinate casework across the team, ensuring incidents, complaints, and access escalations are resolved quickly, fairly, and professionally.Working closely with Estates, Legal, shareholders, and suppliers, youll turn challenging situations into positive outcomessafeguarding deployment, maintenance activity, and customer experience.Why this role matters:Timely and reliable site access is critical to maintaining and enhancing the network. This role ensures property incidents and access issues do not delay onsite works or damage landlord relationships.By providing strong case management, clear governance, and consistent ways of working, youll help MBNL and its shareholders minimise disruption, reduce escalations, and improve longterm access outcomes. This is a hybrid role with a minimum of 2 days per week in our Central Reading office.This is a 9 month fixed term contract.What youll be here to do:Youll lead and coordinate landlordrelated casework and access incident management, ensuring consistency, visibility, and resolution. Youll:Own and manage complex landlord and access cases, logging and tracking incidents through the central management systemCoordinate resolution of complaints, access refusals, fee disputes, and urgent escalationsAct as a key point of contact for landlords, shareholders, internal teams, and suppliersSupport health & safety remediation and complex access solutions for onsite worksChampion high standards and consistent service across all access and landlord workstreamsDevelop reporting and insight on incidents, trends, and performance to drive continuous improvementTrain internal teams, shareholders, and suppliers on access processes, escalation routes, and systemsSupport governance and performance management of access services and suppliersMaintain and improve policy, guidance, and bestpractice documentationContribute to future access strategy and process improvement initiativesWho were looking for:Youre calm under pressure, highly organised, and confident dealing with complex stakeholder situations. You have a strong customer mindset and the ability to turn difficult property issues into workable, positive outcomes. Youll have:Experience handling complex queries or casework in a fastpaced environmentStrong time and caseload management skillsAn understanding of data, processes, and complex stakeholder ecosystemsExcellent communication and problemsolving capabilityIf you also have the following, were especially interested in talking to you:Experience in property, site access, or telecommunications environments is highly desirable.Youll be at the heart of protecting access to MBNLs networkresolving issues quickly, improving landlord relationships, and enabling safe, efficient delivery of onsite works.

Created: 2026-04-30