5318 Head of Engagement & Customer Voice - Moat Homes Limited

Role Title: Head of Engagement & Customer Voice  
Hours: 35 hours per week, Monday–Friday 
Salary: £67,783 - £84,728 per annum dependent on experience 
Contract: Permanent 
Location: Hybrid between our Mariner House, Dartford office and home 
Interviews will take place: 2 & 9 September 2027  

Help Shape the Future of Customer Voice at Moat

At Moat, we believe genuine customer engagement means customers shape decisions, not just react to them. That's the shift Moat Homes is making - customer feedback will no longer sit on the sidelines but actively informs decisions across the organisation, from resolving local issues to shaping Board-level strategy.

To get us to the new approach we're embarking on an exciting new chapter and are looking for an exceptional Head of Engagement & Customer Voice to lead on the implementation of a new customer engagement model that is truly embedded across our organisation.

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

If you're passionate about customer empowerment, social impact, making a difference, and creating lasting change, we'd love to hear from you.



Why This Role Matters:

This isn't a traditional engagement role.

You'll be responsible for designing and embedding Moat's new Customer Engagement Framework, creating the structures, relationships and culture that place customer voice at the heart of how we operate.

You will establish and lead a new Engagement & Customer Voice Team, building strong customer networks and panels that amplify resident voices and influence. Through meaningful engagement, you'll help ensure decisions are better informed, services are designed around customer needs, and a culture of "we listened, and here's what changed" becomes standard practice rather than the exception.

This role will be instrumental in helping Moat achieve and maintain compliance with the Regulator of Social Housing's Transparency, Influence and Accountability Standard.

Most importantly, you'll make sure customers don't just have a voice, they have real influence.

About You:

We're looking for a strategic leader and passionate advocate for customer influence who combines vision, credibility and strong delivery skills.

You'll bring:

• Significant experience in customer engagement, customer voice, scrutiny, involvement or co-production within social housing, public services, health or another regulated environment.
• A proven track record of implementing and embedding customer engagement frameworks that drive genuine organisational change.
• Experience establishing and supporting customer panels, advisory groups and local engagement activities.
• Some understanding of the social housing regulatory landscape, including consumer regulation, tenant engagement and accountability.
• Exceptional communication and influencing skills, with the confidence to work alongside customers, senior leaders, Executives and Boards.
• Experience leading teams, building capability and 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.
• Demonstrated clear evidence of customer feedback leading to service improvements.
• Strengthened Moat's 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 20,000 homes across London, Kent, Essex, and Sussex. We're more than just a housing provider; we're 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, you'll 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 (youtube.com)



How to apply:

If you're 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 we’d like to invite you for an interview, we’ll reach out via email.

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.

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 any additional adjustments to the recruitment process, please email [email protected]

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