Role Title:Service ExcellenceOfficer

Hours:35 hours per week MondayFriday

Salary:34529 - 43161per annum

Contract:Permanent

Location:Hybrid between our Mariner House Dartfordofficeand home

Interviews will take placeon1 June 2026

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

We are looking for aService Excellence Officerto support the Housing and Customer Experience Directorate to deliver consistently excellent customerfocused services. This role is key to strengthening operational performance embedding continuousimprovementand supporting compliance with regulatory requirements.

As aService Excellence Officer you will work closely with operational teams managers and senior leaders to review service performanceidentifyimprovementopportunitiesand 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 theoperational delivery of processes tracking audit and risk actions and supporting evidence-based compliance with regulatory standards including the Consumer Standards.

You will also playan important rolein improving how we understand and respond to customer needs including supporting the embedding of customer segmentation into service design and daytoday operational decision-making.

WhatWereLooking For

Werelooking for acustomerfocusedanalyticaland proactive individualwith a strong interest in service improvementqualityand 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.

Essential

• Understanding of the social housing environment and housing management challenges
• Proven experience in service improvement operations compliance qualityassuranceor a similar role
• Experience analysing and interpreting performance data from internal and external sources
• Ability to communicate complex information clearly tonontechnical 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

To read our full job description including the entry requirements please follow this link:

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 theneighbourhoodswe 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 wedeliver onour 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 sethigh standardsin 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 doinggreat 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 ()

InterestedWedlove to hear from you!

If you think this role is a good fit for you andyoureready for an exciting new challenge please fill out the online application form on our website by11pm on Wednesday 20 May 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 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