Role: Customer Liaison Officer

Salary: 32936 - 41170 per annum plus a car allowance of 2329 per annum

Hours: 35 hours per week MondayFriday

Contract: Full time permanent

Location: Likely to be based out of our Pollards Hill office Mitcham (other offices could be discussed) with agile working and travel across London Sussex and other office locations as required.

Were looking for a Customer Liaison Officer to provide flexible person-centred support to vulnerable customers facing complex issues relating to their home tenancy or community. This is a highly rewarding role where youll work closely with customers to help them navigate challenges remain safe in their homes and achieve the best possible outcomes.

Initially the role will focus on supporting customers who have been temporarily decanted from their homes acting as a key point of contact and advocate throughout their customer journey.

What youll be doing

Youll manage a caseload of vulnerable customers providing practical person-centred support to help them remain safe in their homes and navigate complex housing issues.

Youll support customers who have been temporarily moved from their homes acting as their advocate and coordinating with Property Services Neighbourhood teams and partner agencies to enable safe and timely returns or to identify longer-term housing solutions where needed. Youll also play an active role in escalating and reviewing complex cases through the Complex Cases Review Panel.

Youll work closely with customers who are not engaging or refusing access building trust identifying safeguarding concerns and managing risks to both the individual and the wider community. Alongside this youll lead on tenancy sustainment support coordinating multi-agency input completing risk assessments and helping customers understand and manage their tenancy responsibilities.

Youll maintain accurate records contribute to service-related complaints and carry out your role in line with our values policies and health & safety responsibilities.

What were looking for

Youll be someone who is compassionate organised and confident working with complexity. Youll bring:

• Strong communication skills and a good standard of education
• Excellent CRM system skills and confidence managing customer data accurately
• Experience working with vulnerable customers and complex housing-related issues
• A good understanding of landlord responsibilities and keeping customers safe in their homes
• Knowledge of housing-related welfare benefits
• The ability to work calmly and effectively with customers experiencing crisis or change
• Strong partnership-working skills including experience engaging with Social Services police and local support agencies
• A full UK driving licence access to your own vehicle and flexibility to work outside normal office hours when required

Desirable / development criteria

• A CIH or NVQ Level 3 qualification (or willingness to work towards one)
• Knowledge of Landlord & Tenant legislation and safeguarding procedures
• Experience managing ASB no-access cases hoarding or chaotic lifestyles

To read about the role in more detail please refer to the job description here:

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.

Why join us

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.

If you want a rewarding job where you can make a difference and work with a supportive team Moat is the right place for you!

Are you ready to explore the incredible benefits we offer In this engaging clip we break down everything you need to know about our employee benefits. Our employee benefits: what we can offer you ()

Interested Wed love to hear from you!

If you think this role is a good fit for you and youre ready for an exciting new challenge please fill out the online application form on our website by 11pm Tuesday 28 April 2026 We will reach out via email if we would like to invite you for an interview.

Its really important that you provide as much detail as possible in your application. Were 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.

If you require anyadditionaladjustments to the recruitment process please email