Service Excellence Officer in Kent

Location: Hybrid between our Mariner House, Dartford office and home.

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 Officer to support the Housing and Customer Experience Directorate to deliver consistently excellent, customer-focused services. This role is key to strengthening operational performance, embedding continuous improvement and supporting compliance with regulatory requirements.

As a Service Excellence Officer, you will work closely with operational teams, managers and senior leaders to review service performance, identify improvement opportunities and support effective service delivery. You will use data, insight and customer feedback to help teams understand where services can improve and how change can be embedded sustainably. This is a varied and impactful role, with a particular focus on the operational delivery of processes, tracking audit and risk actions, and supporting evidence-based compliance with regulatory standards, including the Consumer Standards. You will also play an important role in improving how we understand and respond to customer needs, including supporting the embedding of customer segmentation into service design and day-to-day operational decision-making.

What We’re Looking For

• We’re looking for a customer-focused, analytical and proactive individual with a strong interest in service improvement, quality and compliance within a social housing environment.
• You will be confident using data and insight to tell a clear story, able to challenge constructively, and skilled at building strong relationships across teams and roles.
• Understanding of the social housing environment and housing management challenges.
• Proven experience in service improvement, operations, compliance, quality assurance or a similar role.
• Experience analysing and interpreting performance data from internal and external sources.
• Ability to communicate complex information clearly to non-technical audiences.
• Strong attention to detail with a focus on service quality and compliance.
• Good written and verbal communication skills.
• Ability to build effective relationships across the organisation and work collaboratively.
• Willingness to use initiative and challenge the status quo constructively.

About us: At Moat, we are more than just a housing association; we are a community focused organisation dedicated to making a positive impact on the lives of our customers and the neighbourhoods we serve. With homes across London, Kent, Essex, and Sussex, we strive to provide quality housing and support to those who need it most.

Our Values:

• Own it: We take responsibility for our actions and decisions, ensuring that we deliver on our promises to our customers and communities.
• Better together: We believe in the power of collaboration. By working together with our colleagues, customers, and partners, we achieve greater outcomes and strengthen our communities.
• Lead by example: We strive to set high standards in everything we do. Our team members are role models who inspire others through their commitment to excellence and integrity.
• Be the change: We embrace innovation and are proactive in addressing challenges. We encourage our team to think creatively and drive positive change within the organisation and beyond.

Joining Moat means being part of a friendly team that cares about doing great work. We offer competitive salaries, generous time off, and many chances to grow personally and professionally. Our employees have given us great feedback, which is why we were named one of 'The Sunday Times Best Places to Work' in 2025.

Interested? We’d love to hear from you! If you think this role is a good fit for you and you're ready for an exciting new challenge, please fill out the online application form on our website. We will reach out via email if we would like to invite you for an interview. 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.