Cosmetics Helpdesk Operations Coordinator(12 month FTC)

Croydon, United Kingdom

Full Time

Head-Office

Fixed Term Contract

£ Competitive

About the Role

Join Superdrug Head Office- Make a Real Difference Every Day!

Location:

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, based by East Croydon station is a fantastic environment filled with hundreds of brilliant personalities.

We’re a team that puts our customers and our teams at the heart of everything we do. At Superdrug, we aim to be the best in accessible health & beauty, loved by our customers for value, choice, friendly advice, service and fun.

Our success comes from our people – they make the difference. We’re all about personality, we have fun, and we work hard to deliver That Superdrug feeling.

Here's the exciting bit… A day includes:

Passionate about Beauty and Health? Want to be part of an innovative, trend setting retailer? Our vibrant Head Office, based by East Croydon station is a fantastic environment filled with hundreds of brilliant personalities.

We’re a team that puts our customers and our teams at the heart of everything we do. At Superdrug, we aim to be the best in accessible health & beauty, loved by our customers for value, choice, friendly advice, service and fun.

Our success comes from our people – they make the difference. We’re all about personality, we have fun, and we work hard to deliver That Superdrug feeling.

Role Purpose

The Cosmetics Helpdesk Operations Coordinator is responsible for supporting 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

Helpdesk & Query Management

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 escalate issues where required, ensuring clear ownership and resolution

Identify recurring issues and work with stakeholders to implement long-term solutions

Sees every interaction with the customer as an opportunity to delight them and

comfortable using different platforms to communicate with them

Understands customer needs and empowers others to remove any barriers to deliver great service

Uses positive language and behaviours in all interactions with customers and colleagues, building trust and rapport

Always prioritises actions which delight the customer/colleague

Suggests and supports new ideas and ways of working which are designed to improve service

Be the voice of customers and orchestrate the organisation to live the brand purpose and inspire a customer-first culture to build customer love in every touchpoint of our Online and Offline platform

Operational Coordination

Support the execution of trading plans, product launches, promotions, and seasonal activity by coordinating operational requirements

Liaise with supply chain, merchandising, marketing, and store operations teams to resolve issues and ensure alignment

Monitor tester availability, delivery issues, and store feedback, taking action to minimise disruption

Stakeholder Communication

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

Meeting & Project Support

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

Process Improvement

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

Confident using Microsoft Office (especially Outlook, Excel, and Teams)

Confidently communicates, challenges and gives feedback to others

Encourages teamwork & collaboration between their own team and others

Recognises the strengths & contribution of various teams, builds on networks to understand priorities of others and how to add value

Seeks feedback and listens to it, takes responsibility to find positive outcomes and solutions

Generating ideas and feeling that they can be shared both within their immediate team and also outside of the team

Is confident using data to make tactical decisions

Is knowledgeable about their specialism and has an awareness of their wider market and to support with the current trends in their business area

Is confident using data to make tactical decisions

Is knowledgeable about their specialism and has an awareness of their wider market and to support with the current 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

We offer Stream - a money management app that gives you access to a percentage of your pay as you earn it

Being part of more! We are part of a group who work closely with Savers, The Perfume Shop and Three UK

We are part of 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!

For information on how we manage and store your data please go to https://www.superdrug.jobs/privacy-policy/

Why Work With Us?

Superdrug, where we embrace exciting challenges that make a real difference. We provide a supportive environment where your innovative ideas and proactive spirit are not just welcomed but celebrated. Where you can be you! Are you ready to make your mark with us?

Avivia Digicare

Workplace+ You and your family will get access to an app that gives you free healthcare services like Digital GP, mental health consultations and an annual health check!

Holiday

You’ll receive up to 25 days of holiday, with the option to buy or sell days each year. Your holiday entitlement increases with your length of service - rising to 28 days after 3 years and up to 30 days after 5 years. Head office employees also enjoy 8 UK bank holidays each year.

Stream

The Stream app allows you to track how much money you’re earning throughout the month and take up to 40% of it ahead of pay day, giving you more pay flexibility. You will also have access to lots of discounts, a financial coach and a competitive saving pot.

Benefits

You can earn up to 30% bonus with March pay, get annual salary reviews in January, receive up to 7% pension contributions, and opt into company-paid private medical insurance, plus many more benefits. Check out your department page for more!

Amazing Team

Superdrug is a place for everyone. We respect every voice and celebrate individuality. Enjoy team incentives and fun! If you’re passionate and resilient, Superdrug is the place for you!

Team Member Discount

Enjoy perks like 30% off on Superdrug Own Brand products and 10% off on other brands. This includes our Superdrug Health Clinics and Superdrug Online Doctor! We also have friends and family events, where we increase your discount and allow you to share it!

Fantastic Fun

Work at Superdrug is not just work, it’s a fun-filled journey. We create a vibrant atmosphere filled with positivity. Every day brings new opportunities to learn, grow, and make a difference in the lives of our customers and colleagues.

Inspiring Futures

Superdrug is dedicated to inspiring careers We offer a variety of learning opportunities, including bespoke training programs that equip employees with the skills necessary to advance and transition into different roles.

Journey to Joining Our Amazing Team

1

1. Submit Your Application

Apply online with your CV, highlighting how your skills align with the role at Superdrug.

2

2. Initial Screening

Our recruitment team will review your application and contact you if it matches our requirements to confirm you are comfortable with the core details of the role and to get to know you better!

3

3. First Interview

If selected, you will be invited to a competency-based interview with the line manager via teams.

4

4. Second Interview

If further selected, you will attend a face-to-face interview at our Head Office. Depending on the role, you may be asked to prepare a presentation or complete a task for technical positions. You will be informed in advance if this is required.

5

5. Offer & Contract

Upon a successful application, you will receive a job offer and contract outlining the specifics of your role, salary, and benefits. Once accepted, we will initiate the onboarding process to collect all necessary details from you.

6

6. Onboarding

After completing your onboarding, your line manager will contact you to extend a welcome and address any questions you may have to ease first-day nerves. You will then be provided with a comprehensive induction plan designed to ensure your success.