Join Superdrug Head Office- Make a Real Difference Every Day!
Location: East Croydon. Hours: 37.5 9.00am - 5.30pm. Hybrid working available depending on role responsibilities with 2 days working from home and 3 days in our stylish, modern and collaborative office close to East Croydon Station. Salary: Competitive.
Why Superdrug? Passionate about Beauty and Health? Want to be part of an innovative, trend setting retailer? Our vibrant Head Office is a fantastic environment filled with hundreds of brilliant personalities. We put our customers and teams at the heart of everything we do, aiming to be the best in accessible health & beauty, loved for value, choice, friendly advice, service and fun.
Role Purpose
The Cosmetics Helpdesk Operations Coordinator supports the effective day-to-day operation of the Cosmetics function by managing inbound queries, coordinating cross-functional communication, and ensuring timely resolution of issues impacting stores, suppliers, and internal teams. The role acts as a central hub for operational support, enabling smooth execution of trading plans and maintaining high service standards.
Key Responsibilities
- Act as the first point of contact for all Cosmetics related queries from stores, suppliers, and internal departments.
- Manage and prioritise incoming requests via shared inboxes and internal systems, ensuring timely and accurate responses.
- Track, log, and escalates issues where required, ensuring clear ownership and resolution.
- Identify recurring issues and work with stakeholders to implement long term solutions.
- Use positive language and behaviours in all interactions with customers and colleagues, building trust and rapport.
- Support the execution of trading plans, product launches, promotions, and seasonal activity by coordinating operational requirements.
- Collaborate with supply chain, merchandising, marketing, and store operations teams to resolve issues and ensure alignment.
- Monitor test availability, delivery issues, and store feedback, taking action to minimise disruption.
- Facilitate clear and consistent communication between Cosmetics Trading and wider business functions.
- Prepare updates, summaries, and briefs for internal meetings and stakeholders.
- Build strong working relationships with suppliers and internal teams to ensure efficient issue resolution.
- Support the organisation and coordination of key meetings (e.g. supplier calls, internal trading meetings).
- Capture actions, track progress, and follow up on deliverables.
- Assist with ad hoc projects, reporting, and analysis to support decision making.
- Continuously review helpdesk processes and workflows to improve efficiency and service levels.
- Maintain and update standard operating procedures, FAQs, and guidance documents.
- Support implementation of new systems or tools where relevant.
Key Skills & Experience
- Strong organisational skills with the ability to manage multiple priorities in a fast paced retail environment.
- Excellent communication skills, both written and verbal.
- Proactive problem solver with strong attention to detail.
- Ability to build relationships and collaborate across multiple teams.
- Experience in retail, cosmetics, operations, or customer support preferred.
- Confidence using Microsoft Office, especially Outlook, Excel, and Teams.
- Ability to challenge, give feedback, and encourage teamwork and collaboration within and outside the team.
- Recognition of strengths and contributions of various teams, building networks to understand priorities.
- Seeks feedback, takes responsibility to find positive outcomes and solutions.
- Generates ideas and shares them with the immediate team and others.
- Confident using data to make tactical decisions.
- Knowledgeable about their specialism and aware of wider market trends in their business area.
Key Competencies
- Customer focused mindset (internal and external stakeholders).
- Resilience and adaptability.
- Strong sense of ownership and accountability.
- Collaborative and team oriented approach.
- Continuous improvement mindset.
Success Measures
- Timely resolution of helpdesk queries.
- Stakeholder satisfaction and feedback.
- Reduction in recurring operational issues.
- Efficiency improvements in processes and communication.
- Support delivered against trading and operational deadlines.
Here's what's in it for you
- 33 days holiday rising to 38 days with length of service (inclusive of bank holidays).
- 2 staff discount codes for yourself and a family member or friend.
- 30% discount on Superdrug Own Brand Products both in store and online.
- Hybrid working patterns available depending on role responsibilities with 2 days working from home and 3 days in our stylish, modern and collaborative office close to East Croydon Station.
- Company pension matching and bonus.
- Access to Stream, a money management app that gives you access to a percentage of your pay as you earn it.
- Part of the A.S. Watson Group, the world's largest international health and beauty retailer with over 15,700 stores in 25 markets.
- Unrivalled Learning and Development programmes.
- Enhanced maternity, shared parental, adoption leave, company sick pay and pregnancy loss and support.
- Come and be part of something special!
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