Head of Service Excellence and Compliance

Moat Homes; Dartford; Hybrid; GBP 67,000 - 85,000; Full time

Job summary

A leading housing association based in Dartford is seeking a Head of Service Excellence and Compliance to enhance service delivery and compliance standards. In this vital role, you will lead performance frameworks and manage audits while influencing senior stakeholders. The ideal candidate will have extensive experience in compliance and service excellence within complex environments, particularly in housing. This permanent position offers a competitive salary and excellent benefits.

Benefits

Excellent benefits

Recognition as one of The Sunday Times Best Places to Work 2024

Qualifications

• Strong background in compliance performance or service excellence within a complex service environment.
• Proven ability to influence and challenge senior stakeholders.
• Excellent report writing skills with experience drafting governance papers.
• Understanding of regulatory requirements and audit processes.
• Ability to translate customer insight into service improvements.
• Experience in delivering training programmes.
• Exceptional organizational skills to manage multiple priorities.
• Line management experience with coaching ability.

Responsibilities

• Designing and embedding a performance framework using customer insight.
• Leading Directorate-level audits and self-assessments.
• Coordinating governance papers and reports for senior leadership.
• Driving action plans from Ombudsman reviews and audits.
• Delivering a training programme for compliance accountability.
• Ensuring operational policies are reviewed and updated.
• Supporting Housing and Customer Team Plan development.

Skills

Compliance performance experience

Influencing senior stakeholders

Excellent report writing skills

Understanding of regulatory requirements

Translating customer insight into improvements

Training program delivery experience

Organizational skills

Line management experience

A Level 4 housing qualification

Education

A Level 4 housing qualification (or willingness to work towards this)

Job description

Head of Service Excellence and Compliance

Hours: 35 hours per week Monday-Friday

Salary: £67,460 - £84,325 (salary dependent on experience)

Contract: Permanent

Location: Dartford / Agile

Interview Date: Thursday 25 September

We are looking for a dynamic and experienced Head of Service Excellence and Compliance to join our Customer and Neighbourhoods Directorate. This newly created role will put you at the heart of driving service improvement, strengthening compliance and ensuring we deliver consistently excellent experiences for our customers.

Reporting to the Director of Customer & Insight you’ll lead the development and delivery of a robust compliance and performance framework across the Directorate. By working closely with Heads of Service Managers and our Insight Specialists you’ll translate data audits and customer feedback into meaningful actions that drive accountability and continuous improvement.

This is a high-profile, influential role where you’ll be a trusted peer to senior colleagues, challenging, supporting and inspiring them to deliver better outcomes for customers every day.

What you’ll be doing:

• Designing and embedding a performance framework that uses customer insight and data to improve services.
• Leading Directorate-level audits and self-assessments, ensuring risks and compliance gaps are well managed.
• Coordinating and drafting governance papers and reports for senior leadership and Board audiences.
• Driving forward action plans from Ombudsman case reviews, regulatory assessments and audits.
• Delivering a training programme that strengthens compliance accountability and service standards.
• Ensuring operational policies are regularly reviewed, updated and aligned to legislative and regulatory requirements.
• Supporting the development and delivery of the Housing and Customer Team Plan.

We’re looking for someone with:

• Strong background in compliance performance or service excellence within a complex service environment (housing sector experience desirable).
• Proven ability to influence and challenge senior stakeholders to drive improvement.
• Excellent report writing skills with experience drafting governance papers for senior or board-level audiences.
• Understanding of regulatory requirements and audit processes with experience managing or coordinating audits.
• Ability to translate customer insight and data into practical service improvements.
• Experience in delivering or overseeing training programmes to support compliance and continuous improvement.
• Exceptional organisational skills with the ability to manage multiple priorities and deadlines.
• Line management experience with the ability to coach and develop others.
• A Level 4 housing qualification (or willingness to work towards this within 2 years).

Why join us

We’re one of the top 30 housing associations in England with homes across London, Kent, Essex and Sussex. Our purpose is to open doors to better lives for our customers, and we know this begins with excellent complaint handling.

We’re proud to have been recognised as one of The Sunday Times Best Places to Work 2024 based on our own employee feedback. Join us and help shape a fairer, more transparent housing experience for all.

In return you’ll receive:

Excellent benefits. For more information, watch our employee benefits video or explore the details at Our employee benefits.

Want to know more about Moat

Follow us on social media to see the latest updates and hear from our employees:

LinkedIn: @moathomes

Facebook: Moat Homes

Ready to make an impact

If this sounds like the role for you, apply by 16 September 2025 and be part of something bigger!

We encourage you to apply early as we may close the advert before this date if we receive good interest.

If you require any additional adjustments to the recruitment process, please email us.