Protect access. Resolve issues. Strengthen landlord relationships.
The Landlord Relationship Specialist (LRS) plays a pivotal role in protecting access to MBNL’s network estate by managing complex property and access issues and fostering strong, consistent landlord relationships. Sitting within the Operational Services function, you’ll 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, you’ll turn challenging situations into positive outcomes—safeguarding 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 on‑site works or damage landlord relationships.
By providing strong case management, clear governance, and consistent ways of working, you’ll help MBNL and its shareholders minimise disruption, reduce escalations, and improve long‑term 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 you’ll be here to do:
You’ll lead and coordinate landlord‑related casework and access incident management, ensuring consistency, visibility, and resolution. You’ll:
* Own and manage complex landlord and access cases, logging and tracking incidents through the central management system
* Coordinate resolution of complaints, access refusals, fee disputes, and urgent escalations
* Act as a key point of contact for landlords, shareholders, internal teams, and suppliers
* Support health & safety remediation and complex access solutions for on‑site works
* Champion high standards and consistent service across all access and landlord workstreams
* Develop reporting and insight on incidents, trends, and performance to drive continuous improvement
* Train internal teams, shareholders, and suppliers on access processes, escalation routes, and systems
* Support governance and performance management of access services and suppliers
* Maintain and improve policy, guidance, and best‑practice documentation
* Contribute to future access strategy and process improvement initiatives
Who we’re looking for:
You’re 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. You’ll have:
* Experience handling complex queries or casework in a fast‑paced environment
* Strong time and caseload management skills
* An understanding of data, processes, and complex stakeholder ecosystems
* Excellent communication and problem‑solving capability
If you also have the following, we’re especially interested in talking to you:
* Experience in property, site access, or telecommunications environments is highly desirable.
You’ll be at the heart of protecting access to MBNL’s network—resolving issues quickly, improving landlord relationships, and enabling safe, efficient delivery of on‑site works.