Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the customer experience strategy and enhance housing services for diverse communities.
- Company: Moat is a leading housing association dedicated to transforming lives through quality homes and services.
- Benefits: Join a flexible, collaborative environment with opportunities for professional growth and meaningful impact.
- Why this job: Be part of a mission-driven team that values innovation, accountability, and customer-centric solutions.
- Qualifications: Extensive experience in customer service delivery and a Level 5 Housing Qualification or equivalent.
- Other info: Connect with our consultants to explore this exciting executive leadership opportunity.
The predicted salary is between 72000 - 108000 £ per year.
Moat is a leading housing association in the South East, we have over 21,000 homes across Kent, Essex, Sussex and London and a development pipeline of 1,600 new affordable homes.
Moat are passionate about providing great homes and services that transform the lives of families and individuals. Moat know that not all customers have the same needs – the organisation ensures that the way they deliver services feels as individual as their customers.
They are driven by their values, which define how they work:
Be the Change – Embrace flexibility, adaptability, and forward-thinking solutions.
Better Together – Collaborate and continuously improve through knowledge sharing and teamwork.
Own It – Take responsibility, be empowered, and ensure follow-through.
Lead by Example – Work hard, be supportive, and advocate for meaningful change.
This is an exciting opportunity to join Moat as Executive Director of Housing and Customer Experience. As a key member of the Executive Management Team, you will have strategic responsibility for delivering high-quality housing services and enhancing the end-to-end customer journey. Your leadership will ensure that customer voices are central to decision-making and service delivery, driving innovation, operational excellence, and regulatory compliance.
Some responsibilities include:
- Lead Moat’s customer experience strategy, embedding a culture of accountability, improvement, and excellence.
- Drive customer-centric services through data-led insights, ensuring accessibility, relevance, and responsiveness for Moat’s diverse customer base.
- Ensure full compliance with regulatory standards, acting as the Executive lead for the Customer and Communities Committee.
- Oversee the performance of Neighbourhood Services, Income and Advice, and Customer Resolutions Teams to deliver measurable improvements.
- Develop strong relationships with internal teams, external stakeholders, and the Board to influence and deliver strategic outcomes.
- Champion continuous improvement, implementing service changes that are customer-focused and achieve clear value for money.
Moat is looking to appoint an executive leader who has the following attributes:
- Extensive senior-level experience in customer service delivery within a regulated, customer-focused organisation.
- A track record of improving front-line services and leading cultural and operational change.
- Strong financial acumen and experience managing budgets to deliver value for money.
- Demonstrable experience in embedding a positive, high-performing team culture.
- The ability to drive innovation through the effective use of data, technology, and customer insights.
- Exceptional influencing skills and the ability to manage relationships with Boards, external partners, and diverse stakeholders.
- Level 5 Housing Qualification or equivalent experience.
If you are interested in hearing more about this opportunity, please get in touch with one of our consultants at Neemar Search.
Tom Neely
Director
tomneely@neemarsearch.com
Eliot Jeffries
Senior Associate
07985 791149 – eliotjeffries@neemarsearch.com
Moat Homes | Executive Director of Housing and Customer Experience employer: Moat Homes
Contact Detail:
Moat Homes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Moat Homes | Executive Director of Housing and Customer Experience
✨Tip Number 1
Familiarize yourself with Moat's values and mission. When you understand what drives the organization, you can tailor your approach to demonstrate how your leadership style aligns with their commitment to customer-centric services and continuous improvement.
✨Tip Number 2
Highlight your experience in driving cultural and operational change within customer-focused organizations. Be prepared to share specific examples of how you've successfully led teams to improve service delivery and enhance customer experiences.
✨Tip Number 3
Showcase your financial acumen by discussing your experience managing budgets and delivering value for money. This is crucial for the Executive Director role, so be ready to provide insights into how you've achieved financial efficiency in previous positions.
✨Tip Number 4
Prepare to discuss your approach to using data and technology to drive innovation. Moat is looking for someone who can leverage insights to enhance customer services, so think about how you've utilized data in past roles to make informed decisions.
We think you need these skills to ace Moat Homes | Executive Director of Housing and Customer Experience
Some tips for your application 🫡
Understand Moat's Values: Before you start writing your application, take some time to understand Moat's core values: Be the Change, Better Together, Own It, and Lead by Example. Tailor your application to reflect how your experience and leadership style align with these values.
Highlight Relevant Experience: In your CV and cover letter, emphasize your extensive senior-level experience in customer service delivery within a regulated environment. Provide specific examples of how you've improved front-line services and led cultural change.
Showcase Financial Acumen: Make sure to include details about your financial management experience. Highlight any relevant achievements in managing budgets and delivering value for money, as this is crucial for the role.
Demonstrate Leadership Skills: Use your application to illustrate your ability to drive innovation and manage relationships with diverse stakeholders. Share examples of how you've built high-performing teams and influenced strategic outcomes in previous roles.
How to prepare for a job interview at Moat Homes
✨Understand Moat's Values
Familiarize yourself with Moat's core values: Be the Change, Better Together, Own It, and Lead by Example. Be prepared to discuss how your personal values align with these principles and provide examples of how you've embodied them in your previous roles.
✨Showcase Customer-Centric Experience
Highlight your extensive experience in customer service delivery, particularly in regulated environments. Prepare specific examples of how you've improved front-line services and driven cultural change to enhance customer experiences.
✨Demonstrate Financial Acumen
Be ready to discuss your experience managing budgets and delivering value for money. Provide concrete examples of how you've used financial insights to drive operational excellence and improve service delivery.
✨Prepare for Strategic Discussions
As a key member of the Executive Management Team, you'll need to influence strategic outcomes. Prepare to discuss how you've built strong relationships with stakeholders and how you can leverage data and technology to drive innovation in customer services.
