Head of Engagement & Customer Voice

Role Title:Head of Engagement & Customer Voice

Hours:35 hours per week MondayFriday

Salary:67783 - 84728per annumdependent on experience

Contract:Permanent

Location:Hybrid between our Mariner House Dartfordofficeand home

Interviews will take place: 2 & 9 September 2026

Help Shape the Future of Customer Voice at Moat

At Moat we believegenuine customer engagement means customers shape decisions not just react to shift MoatHomesismaking - customer feedback will no longer sit on the sidelines but activelyinformsdecisions across theorganisation from resolving local issues to shaping Board-level strategy.

To get us to thenew approachwereembarking on an exciting new chapter and are looking for an exceptionalHead of Engagement & Customer Voiceto leadon the implementation of a newcustomerengagement model that istruly embeddedacross ourorganisation.

This is a rare opportunity to build a function from the ground upestablishmeaningful connections between customers and decision-makers and ensure customer voices influence everything from local service improvements to Board-level strategy.

Ifyourepassionate about customer empowerment social impactmaking a difference and creating lasting changewedlove to hear from you.

Why This Role Matters

Thisisnta traditional engagement role.

Youllbe responsible fordesigning and embedding Moats new Customer Engagement Framework creating the structures relationships and culture that place customer voice at the heart of how weoperate.

You willestablishand lead a new Engagement & Customer Voice Team building strong customer networks and panels that amplify resident voices and influence. Through meaningful engagementyoullhelp ensure decisions are betterinformedservices are designed around customer needs and a culture of we listened and heres what changed becomes standard practice rather than the exception.

This role will be instrumental in helping Moat achieve andmaintaincompliance with the Regulator of Social Housings TransparencyInfluenceand Accountability Standard.

Most importantlyyoullmake sure customersdontjust have avoicethey have real influence.

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

About You

Werelooking for a strategic leader and passionate advocate for customer influence who combines visioncredibilityand strong delivery skills.

Youllbring:

• Significant experiencein customer engagement customer voice scrutiny involvement or co-production within social housing public serviceshealthor another regulated environment.

• A proventrack recordofimplementingand embeddingcustomerengagement frameworks that drive genuineorganisationalchange.

• Experienceestablishingand supporting customer panelsadvisorygroupsand local engagement activities.

• Some understanding of the social housing regulatory landscape including consumer regulation tenantengagementand accountability.

• Exceptional communication and influencing skills with the confidence to work alongside customers senior leaders Executives and Boards.

• Experience leading teams buildingcapabilityand fostering high performance.

• A commitment to equality diversity and inclusion and a passion for amplifying underrepresented voices.

What Success Looks Like

Within your first two years you will have:

• Established a thriving Engagement & Customer Voice function.

• Created meaningful and diverse customer participation networks.

• Embedded customer voice within Board and Executive decision-making.

• Demonstratedclear evidenceof customer feedback leading to service improvements.

• Strengthened Moats regulatory assurance and customer influence arrangements.

• Helped create a culture where customer insight genuinely shapes decisions across the organisation.

About us

Moat is a housing association in the South East of England owning and managing over 20000 homes across London Kent Essex and Sussex. Were more than just a housing provider; were a community focused organisation dedicated to creating positive change in the lives of our customers and the neighbourhoods we serve.

As one of the Homes England delivery partners we develop around 600 new homes every year. Our team of over 450 passionate professionals are committed to providing high quality affordable homes and excellent services to our customers.

Our values

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

As an experienced professional youll have the opportunity to:

• 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.

For more info check out our employee benefits video here: Our employee benefits: what we can offer you ()

How to apply

If youre excited about a new challenge and want to help us at Moat we want to hear from you! Please visit our website to fill out the online application form by 11pm on Sunday 23 August 2026. If wed like to invite you for an interview well reach out via email.

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.

Due to a system error Moat colleagues may see a message during the application process stating that it is for non-employees only. Please ignore this message as internal colleagues are welcome to apply. Please use your personal email address rather than your Moat email address when submitting your application.

Join us at Moat and be part of a team that is shaping the future of housing and communities in the South East!

If you require anyadditionaladjustments to the recruitment process please email