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Customer Engagement Manager

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  • You will be responsible for the acquisition and negotiation of Network Access Agreements and Wayleaves, enabling the build team to deliver FTTP (Fibre To The Premises) projects.

  • Communicate with freeholders, grantors and sometimes their agents. You will secure Network Access Agreements with as few modifications to the design or changes to our standard documentation as possible, coordinating with grantors and our build/service delivery teams to ensure the customers installations are straightforward for the teams and as per the Network Access Agreement or Wayleave.

  • You will be actively engaged in identifying owners of land and buildings from whom we need to obtain permission to access their property to build or extend our network.

  • You will be using land registry and local authority information to establish who the relevant landowners and grantors are and applying to them for permission in the most effective way possible. You might be speaking to relevant parties on the telephone, arranging site visits and sending information by post or e-mail to facilitate the process. You will be tracking progress and actively pushing to ensure that permissions are obtained in time for our build programme to keep on track.

  • Facilitate stakeholder and engagement events, including managing diverse interests and views of stakeholders and citizens. Collate feedback from these events to help shape and influence policy development.

  • Managing the engagement strategy

  • Manage Customer escalations

You will be expected to:

  • Strong negotiation and influencing skills

  • IT Systems competency, including Microsoft Office applications and other Management information Systems associated with managing Network Access Agreements

  • A basic understanding of statutory and environmental constraints associated with broadband network construction and have a willingness to develop into being fully conversant with the relevant legislation.

  • Interpret drawings and plan to extract relevant information

  • Interrogate land registry and other information sources to establish land or property ownership

  • Communicate with interested parties using standard templates and/or drafting appropriately worded ancillary correspondence to progress access agreement applications

  • Escalate issues as they arise to ensure action is taken.

  • Excellent oral and written communication skills; the ability to draft high quality submissions and briefings that communicate complex information to non-specialists to ensure ministers and senior colleagues quickly understand the implications and options.

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Company benefits:

  • Competitive pay 

  • 28 day’s holiday a year 

  • Training and development

  • Excellent Career progression opportunities 

  • Contributory pension scheme

You can apply via the links below, or if you want to find out more about this job role you can email or call 02887658123