At a Glance
- Tasks: Lead the creation of a new customer engagement model and team at Moat.
- Company: Join Moat, a community-focused housing association making a real impact.
- Benefits: Enjoy competitive salary, generous leave, and personal development opportunities.
- Other info: Hybrid work environment with recognition as a top employer.
- Why this job: Shape customer influence and drive meaningful change in our organisation.
- Qualifications: Strategic leadership experience and a passion for customer advocacy.
The predicted salary is between 67783 - 84728 £ per year.
Hours: 35 hours per week, Monday–Friday
Contract: Permanent
Location: Hybrid between our Mariner House, Dartford office and home
Salary: £67,783 - £84,728 per annum dependent on experience
Work pattern: Hybrid - 2 days remote
Help Shape the Future of Customer Voice at Moat
At Moat, we believe genuine customer engagement means customers shape decisions, not just react to them. That's the shift Moat Homes is making - customer feedback will no longer sit on the sidelines but actively informs decisions across the organisation, from resolving local issues to shaping Board-level strategy.
To get us to the new approach we're embarking on an exciting new chapter and are looking for an exceptional Head of Engagement & Customer Voice to lead on the implementation of a new customer engagement model that is truly embedded across our organisation. This is a rare opportunity to build a function from the ground up, establish meaningful connections between customers and decision-makers, and ensure customer voices influence everything from local service improvements to Board-level strategy.
Why This Role Matters
This isn't a traditional engagement role. You'll be responsible for designing and embedding Moat's new Customer Engagement Framework, creating the structures, relationships and culture that place customer voice at the heart of how we operate. You will establish and lead a new Engagement & Customer Voice Team, building strong customer networks and panels that amplify resident voices and influence. Through meaningful engagement, you'll help ensure decisions are better informed, 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 and maintain compliance with the Regulator of Social Housing's Transparency, Influence and Accountability Standard. Most importantly, you'll make sure customers don't just have a voice, they have real influence.
About You
We're looking for a strategic leader and passionate advocate for customer influence who combines vision, credibility and strong delivery skills.
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.
- Demonstrated clear evidence of 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.
Why join Moat?
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.
If you require any additional adjustments to the recruitment process, please email peopleservices@moat.co.uk
Proud member of the Disability Confident employer scheme
About Disability Confident
Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.
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