Customer Engagement Coordinator 

Role Title: Customer Engagement Coordinator  

Hours: 35 hours per week, Monday–Friday 

Salary:  £23,754 - £29,693 per annum dependent on experience

Contract: Permanent 

Location: Hybrid between our Mariner House, Dartford office and home    

Interviews will take place on 29 May 2026 

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

We are looking for a Customer Engagement Coordinator to play a central role in promoting, encouraging and administering customer participation across the organisation. This role is key to empowering customers with flexible, inclusive and accessible opportunities to engage, scrutinise and influence services, while ensuring Moat meets its regulatory responsibilities under the Tenancy Involvement and Empowerment Standards. 

As a Customer Engagement Coordinator, you will work closely with the Customer Engagement Manager, colleagues across Moat and our customers to strengthen and embed effective customer engagement arrangements. You will support a wide range of engagement activity—from formal customer committees and scrutiny panels to local residents’ associations and day‑to‑day customer feedback. 

You will help ensure customer insight is not only gathered, but acted upon, working closely with our Insight and Communications teams so that feedback, data and trends influence both local service improvements and corporate decision‑making. 

This is a varied, people‑centred role, ideal for someone who is passionate about customer voice, collaboration and continuous improvement. 

What We’re Looking For 

We are looking for a customer‑focused, organised and collaborative individual with a strong commitment to engagement, inclusion and service improvement. 

You will be confident working with customers on both an individual and group basis, able to manage multiple initiatives at once and skilled at turning customer feedback into meaningful action. 

Essential 

• Strong customer service focus with a clear alignment to Moat’s values 
• Good standard of education with excellent written communication skills 
• Ability to use customer feedback and insight to support service improvement 
• Experience coordinating or contributing to organisation‑wide initiatives 
• Experience collating information for executive or committee‑level reporting 
• Experience engaging with customers individually and in groups 
• Strong project management and group coordination skills 
• Good understanding of the social housing sector 
• Ability and willingness to travel and attend meetings at various locations, including occasionally outside core hours 

To read our full job description, including the entry requirements, please follow this link: customer-engagement-coordinator.pdf 

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 (youtube.com) 

Interested? We’d love to hear from you! 

If you think this role is a good fit for you and you're ready for an exciting new challenge, please fill out the online application form on our website by 11pm on Wednesday 20 May 2026. We will reach out via email if we would like to invite you for an interview. 

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. 

If you require any additional adjustments to the recruitment process, please email peopleservices@moat.co.uk