Customer Sentiment Executive

Pinnacle Pet UK; Greater London; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading UK pet insurer is looking for a Customer Sentiment Executive to enhance customer experience from their London office. In this hybrid role, you will be responsible for analyzing customer feedback, identifying trends, and providing actionable insights. The ideal candidate will have experience in customer insight, strong analytical skills, and knowledge of FCA regulations. The company prides itself on innovation and offers a flexible working environment, supporting both office and remote work.

Benefits

Hybrid working environment

Qualifications

• Experience in customer insight, complaints handling, or quality assurance (preferably in insurance/financial services).
• Strong analytical and problem-solving skills with attention to detail.
• Knowledge of FCA regulations, Consumer Duty, and GDPR.

Responsibilities

• Analyse customer sentiment from surveys, reviews, social media, and complaints.
• Identify root causes of service issues and recommend improvements.
• Produce clear reports and dashboards for senior stakeholders.
• Champion the Voice of the Customer across the business.

Skills

Analytical skills

Problem-solving skills

Communication skills

Stakeholder management

Education

Experience in customer insight or complaints handling

Job description

As Pinnacle Pet Group continues to grow, we are seeking a Customer Sentiment Executive to join our Customer Contact Centre team. This role is hybrid with one day per month in either our Borehamwood or London Paddington office.

Reporting into the Customer Excellence Manager, you will analyse feedback, identify trends, and drive improvements that enhance customer experience and trust. In this role, you’ll monitor sentiment across multiple channels, investigate complaints, and provide actionable insights to reduce risk and ensure compliance with FCA regulations and Consumer Duty principles.

What you’ll get up to as a Customer Sentiment Executive

• Analyse customer sentiment from surveys, reviews, social media, and complaints.
• Identify root causes of service issues and recommend improvements.
• Produce clear reports and dashboards for senior stakeholders.
• Champion the Voice of the Customer across the business.

What we look for in you as a Customer Sentiment Executive

• Experience in customer insight, complaints handling, or quality assurance (insurance/financial services preferred).
• Strong analytical and problem‑solving skills with attention to detail.
• Knowledge of FCA regulations, Consumer Duty, and GDPR.
• Excellent communication and stakeholder management skills.

What we are all about!

Pinnacle Pet UK is a Top 5 UK Pet insurer with a clear ambition to be the leading Pet healthcare and insurance services partner in the UK.

We are part of the Pinnacle Pet Group (PPG) – a pan European fully integrated pet insurance and health services platform which was set up as a joint venture between JAB Holding Company and BNP Paribas Cardif. PPG’s ambition is to create the leading pet insurance and health services platform globally.

Over the last two years, through the success of our partnership strategy, which includes Sainsbury’s Bank, PDSA and Post Office, we’ve doubled the size of our business. We have ambitious growth plans through UK and European partnerships, and own brand and a clear vision for the development of our customer and partner proposition.

Not only do we have big ambitions for innovation, customer experience and growth, we also pride ourselves on being a great place to work. We know not everyone works best confined to the four walls of the office, which is why we embrace hybrid working. Our teams come together to collaborate in the office when needed, but we also have the space and the freedom to work from home. We believe people should have the best of both worlds to foster creativity, social connections, shared learning autonomy and productivity. It helps support a good work-life balance, and it’s the way we want to be.

We are an equal opportunities employer, committed to eliminating discrimination in the workplace and to promoting equal opportunities for all staff.

We offer accessibility help with application forms which is available via the jobs page of our website. As an FCA regulated business, we require successful applicants to clear our pre‑employment screening process which includes a credit check and references checks. Under the latest UK Right to Work regulations, we will require successful applicants to evidence their right to work in the UK, either in person, online, or digitally via a third party subject to circumstances.