Customer Service Escalations Advisor, Manchester

Join one of the UK's fastest growing beauty tech businesses as an Inbound Customer Service Advisor. You'll be the first point of contact for our customers helping them get the most from world class beauty technology across CurrentBody Skin, ZIIP Beauty, and Tria Laser.

What you’ll be doing:

A reputation-focused role for someone who understands the power of a well crafted response. You'll manage reviews across TrustPilot, Okendo, and Trusted Shops for three premium beauty tech brands turning negative experiences around and protecting the trust our customers place in us.

• Monitor and respond to TrustPilot, Okendo, and Trusted Shops reviews across CurrentBody Skin, ZIIP Beauty, and Tria Laser.
• Respond to all TrustPilot reviews within 12 hours without exception.
• Same day escalation of all ≤2-star reviews to your Team Lead
• Tag and log all review responses accurately in Airtable to support monthly reporting.
• Track recurring negative themes and escalate to your Team Lead for product or process feedback loops.
• End of week: provide your Team Lead with a summary of volume, themes, and score movements.

 Skills, knowledge & expertise:

• A background or genuine interest in the beauty and skincare industry is highly desirable.
• Excellent written communication — warm, professional, and credible across three distinct brand voices.
• Experience responding to reviews or managing customer feedback platforms.
• Empathy and composure when handling frustrated or disappointed customers.
• Organised and detail oriented able to manage high volumes without missing a response.
• Familiar with TrustPilot, Okendo, or similar platforms.

 Why work at The Beauty Tech Group:

 At The Beauty Tech Group, we’re redefining the future of beauty by bringing cutting edge technology into homes around the world. Born from CurrentBody and now home to category leading brands including CurrentBody Skin, ZIIP Beauty, Tria Laser, and CurrentBody Skin: The Clinic, we innovate at pace to create transformative devices and skincare solutions used globally.

 Our brands combine clinical credibility with consumer focused design, spanning LED, radio frequency, microcurrent, and laser technologies, and are trusted by customers in over 80 countries.

Working here means building your career in an environment where you’re empowered to develop deep expertise, take ownership of your impact and think big as part of a fast growing, ambitious business. We’re looking for exceptional people to join us at an exciting stage and help shape the next generation of beauty technology brands.

 What is in it for me:

• Shift pattern: Monday, Tuesday, Thursday, Friday (office) 8-4:30, Wednesday work from home and 1 in 3 weekends 8-4:30 Saturday and Sunday with a scheduled rota day off for both days.
• 25 days holiday (increasing with service) + Holiday Buy scheme
• Auto enrolment pension scheme
• Work from home every Wednesday
• Free parking
• Staff discounts across CurrentBody Skin, ZIIP Beauty, and Tria Laser
• Cycle to Work and EV/tech schemes
• Supported studies, employee Assistance Programme and enhanced family leave
• Social events, office brunches and career development opportunities

Recruitment process:

1. Application reviewed by Talent Acquisition Team
2. Initial call with the Talent Acquisition Team
3. Video Interview with the Customer Service Manager
4. In person interview at the office (including short task)
5. Feedback

At The Beauty Tech Group we are committed to a diverse and inclusive workplace and welcome applications from all backgrounds.

Benefits