Customer Service

Location: Head Office - Dartford

Closing Date: 23 August 2026

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Head of Engagement & Customer Voice

Role Title: Head of Engagement & Customer Voice

Hours: 35 hours per week, Monday–Friday

Contract: Permanent

Location: Hybrid between our Mariner House, Dartfordofficeand home

Interviews will take place: 2 & 9 September 2026

Help Shape the Future of Customer Voice at Moat

At Moat, we believegenuine customer engagement means customers shape decisions, not just react to them.That'sthe shift MoatHomesismaking - customer feedback will no longer sit on the sidelines but activelyinformsdecisions across theorganisation, from resolving local issues to shaping Board-level strategy.

To get us to thenew approachwe'reembarking on an exciting new chapter and are looking for an exceptionalHead of Engagement & Customer Voiceto leadon the implementation of a newcustomerengagement model that istruly embeddedacross ourorganisation.

This is a rare opportunity to build a function from the ground up,establishmeaningful connections between customers and decision-makers, and ensure customer voices influence everything from local service improvements to Board-level strategy.

Ifyou'repassionate about customer empowerment, social impact,making a difference, and creating lasting change,we'dlove to hear from you.

Why This Role Matters

Thisisn'ta traditional engagement role.

You'llbe responsible fordesigning and embedding Moat's new Customer Engagement Framework, creating the structures, relationships and culture that place customer voice at the heart of how weoperate.

You willestablishand lead a new Engagement & Customer Voice Team, building strong customer networks and panels that amplify resident voices and influence. Through meaningful engagement,you'llhelp ensure decisions are betterinformed,services are designed around customer needs, and a culture of "we listened, and here's what changed" becomes standard practice rather than the exception.

This role will be instrumental in helping Moat achieve andmaintaincompliance with the Regulator of Social Housing's Transparency,Influenceand Accountability Standard.

Most importantly,you'llmake sure customersdon'tjust have avoice,they have real influence.

We'relooking for a strategic leader and passionate advocate for customer influence who combines vision,credibilityand strong delivery skills.

You willbring:

• Significant experiencein customer engagement, customer voice, scrutiny, involvement or co-production within social housing, public services,healthor another regulated environment.
• A proventrack recordofimplementingand embeddingcustomerengagement frameworks that drive genuineorganisationalchange.
• Experienceestablishingand supporting customer panels,advisorygroupsand local engagement activities.
• Some understanding of the social housing regulatory landscape, including consumer regulation, tenantengagementand accountability.
• Exceptional communication and influencing skills, with the confidence to work alongside customers, senior leaders, Executives and Boards.
• Experience leading teams, buildingcapabilityand fostering high performance.
• A commitment to equality, diversity and inclusion and a passion for amplifying underrepresented voices.

What Success Looks Like

Within your first two years, you will have:

• Established a thriving Engagement & Customer Voice function.
• Created meaningful and diverse customer participation networks.
• Embedded customer voice within Board and Executive decision-making.
• Demonstratedclear evidenceof customer feedback leading to service improvements.
• Strengthened Moat's regulatory assurance and customer influence arrangements.
• Helped create a culture where customer insight genuinely shapes decisions across the organisation.

About us

Moat is a housing association in the South East of England, owning and managing over 20,000 homes across London, Kent, Essex, and Sussex. We're more than just a housing provider; we're a community focused organisation dedicated to creating positive change in the lives of our customers and the neighbourhoods we serve.

As one of the Homes England delivery partners, we develop around 600 new homes every year. Our team of over 450 passionate professionals are committed to providing high quality, affordable homes, and excellent services to our customers.

Our values

Own it: We take responsibility for our actions and deliver on our promises.

Better together : We believe in the power of collaboration to achieve greater outcomes.

Lead by example : We set high standards and inspire others through our commitment to excellence.

Be the change : We embrace innovation and proactively address challenges.

As an experienced professional, you'll have the opportunity to:

• Make a real impact in our communities.
• Work with a supportive and passionate team.
• Enjoy competitive salaries and generous leave.
• Benefit from numerous personal and professional development opportunities.
• Work in a hybrid way that allows you to work from our spacious Dartford office (or other regional offices including Maldon, Pollards Hill and Ashford) some days a week while also giving you the flexibility to work from home or another location that suits your needs.
• Our commitment to creating a positive work environment has earned us recognition as one of 'The Sunday Times Best Places to Work' in 2025.

Join us at Moat and be part of a team that is shaping the future of housing and communities in the South East!

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