At a Glance
- Tasks: Lead customer engagement initiatives and empower voices to shape decisions.
- Company: Moat, a community-focused housing association in the South East.
- Benefits: Competitive salary, generous leave, hybrid working, and professional development opportunities.
- Other info: Join a supportive team recognised as one of 'The Sunday Times Best Places to Work'.
- Why this job: Make a real impact in communities and drive meaningful change.
- Qualifications: Experience in customer engagement and strong leadership skills required.
Hours: 35 hours per week, Monday–Friday
Salary: £67,783 - £84,728 per annum dependent on experience
Contract: Permanent
Location: Hybrid between our Mariner House, Dartford office and home
Interviews will take place: 2 & 9 September 2027
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. If you're passionate about customer empowerment, social impact, making a difference, and creating lasting change, we'd love to hear from you.
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. You'll bring:
- Significant experience in customer engagement, customer voice, scrutiny, involvement or co-production within social housing, public services, health or another regulated environment.
- A proven track record of implementing and embedding customer engagement frameworks that drive genuine organisational change.
- Experience establishing and supporting customer panels, advisory groups and local engagement activities.
- Some understanding of the social housing regulatory landscape, including consumer regulation, tenant engagement and accountability.
- Exceptional communication and influencing skills, with the confidence to work alongside customers, senior leaders, Executives and Boards.
- Experience leading teams, building capability and 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.
- 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.
How to apply
If you're excited about a new challenge and want to help us at Moat, we want to hear from you! Please visit our website to fill out the online application form by 11pm on Sunday 23 August 2026. If we’d like to invite you for an interview, we’ll reach out via email. It’s really important that you provide as much detail as possible in your application. We’re keen to understand your interest in the role and how you meet the requirements, so please make full use of the spaces provided to tell us about your experience, skills, and what makes you a great fit for our team. Join us at Moat and be part of a team that is shaping the future of housing and communities in the South East! If you require any additional adjustments to the recruitment process, please email peopleservices@moat.co.uk
Head of Engagement & Customer Voice ; in Dartford employer: Moat Homes
Moat Homes in Dartford is an excellent employer, offering a supportive and collaborative work environment where you can launch your career in housing and projects. With a strong focus on employee growth, you will benefit from comprehensive training opportunities that enhance your skills and advance your career in surveying. The company values teamwork and provides a platform for meaningful contributions to community development.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Engagement & Customer Voice ; in Dartford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Moat Homes. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Moat Homes before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Engagement & Customer Voice ; in Dartford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Moat Homes:Your cover letter is your chance to shine! Tell us why you want to work at Moat Homes specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Moat Homes!
How to prepare for a job interview at Moat Homes
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
