Customer Excellence Manager

As Pinnacle Pet Group continues to grow, we are seeking a Customer Excellence Manager to join our Operational team. This role is hybrid with two days per month working in either our Borehamwood or London Paddington office.

Package

We offer competitive remuneration, 24 days holiday, plus your birthday as an additional day, life assurance, private medical insurance, and a range of employee benefits!

What you’ll do as a Customer Excellence Manager

Reporting into the Head of Customer Excellence, you will be responsible for ensuring that all customer interactions, claims handling, renewals, and policy administration processes meet internal standards and regulatory requirements. This role plays a key part in maintaining service excellence, mitigating risk, and ensuring compliance with FCA regulations and Consumer Duty principles. In addition, you will hold direct Line Management responsibilities for a team of eight Quality Analysts and a Customer Sentiment Executive. If you’re passionate about delivering outstanding customer experiences and driving continuous improvement, we would love to hear from you!

What we look for in you as a Customer Excellence Manager

• Proven experience in customer experience, quality assurance, and continuous improvement
• Strong understanding of FCA regulations, Consumer Duty, and insurance industry standards
• Skilled in customer journey mapping, root cause analysis, and performance reporting
• Excellent leadership, communication, and stakeholder management skills
• High attention to detail and a proactive, data-driven mindset

Key Responsibilities

• Oversee customer service quality across claims, renewals, and policy administration, ensuring compliance with FCA regulations and Consumer Duty principles.
• Map and optimise customer journeys, identifying pain points and opportunities for improvement.
• Design and implement quality assurance frameworks and outcome testing to monitor service standards.
• Lead a team of Quality Analysts and a Customer Sentiment Executive, fostering a culture of excellence and accountability.
• Use customer feedback, complaints data, and analytics to drive actionable improvements.
• Collaborate with cross-functional teams including Operations, Compliance, Product, and IT to align customer experience goals with business strategy.
• Deliver tailored reporting and insights to senior leadership and governance forums.

About Us

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.

Legal and Recruitment Information

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.