Service Excellence Partner - Property in Dartford

At Moat, our people are central to delivering safe, high-quality homes and services that enable our customers to thrive. By supporting, developing and empowering our colleagues, we ensure they can provide the best possible service to the communities we serve.

We are looking for a Service Excellence Partner to play a key role in transforming how we understand performance, improve services and ensure regulatory compliance. This is an exciting opportunity for someone who is passionate about using data and insight to make a tangible difference to customer outcomes.

As a Service Excellence Partner, you will work at the centre of our Property & Assets Directorate, translating complex data into meaningful insight that supports both strategic and operational decision-making. You will lead on analysing performance measures, operational data, customer feedback and complaints to identify trends, risks and opportunities for improvement. By turning this insight into clear, actionable plans, you will help senior leaders and operational teams continuously enhance service delivery.

A key part of your role will be ensuring strong governance, compliance and assurance. You will support the directorate in meeting regulatory requirements, including Consumer Standards and Awaab's Law, ensuring robust, evidence-based approaches are embedded across services. You will also play a vital role in strengthening processes, supporting teams to identify root causes of service issues and implement sustainable improvements that enhance the customer experience.

We are looking for a proactive, analytical professional who is passionate about improving services through insight and collaboration. You will be confident working with complex data and translating it into meaningful narratives that influence decision‑making at all levels. You'll also have strong relationship‑building skills, enabling you to work effectively across teams and support leaders in driving performance improvement.

• Strong understanding of the social housing sector, including policy and Property & Assets services
• Proven experience analysing and interpreting performance data and turning it into actionable insight
• Experience working with multiple data sources, including operational and external datasets
• Ability to communicate complex information clearly to non‑technical audiences
• Experience supporting performance improvement, compliance or service transformation
• Strong stakeholder management skills with the ability to influence at senior levels
• Knowledge of audit, risk and regulatory compliance frameworks
• Excellent written and verbal communication skills
• Strong organisational skills and attention to detail

Disability Confident: A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high‑volume, seasonal and high‑peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non‑disabled people.

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.

• 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?

• 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!