Customer Service Escalations Advisor

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 3-star TrustPilot reviews within 12 hours - without exception.
• Same-day escalation of all 2-star reviews to your TL.
• Tag and log all review responses accurately in Airtable to support monthly reporting.
• Track recurring negative themes and escalation to your TL for product or process feedback loops.
• End of week: provide your TL 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 (or quick to learn).

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

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