Service Support Coordinator Central Support Office

Why Superdrug? Passionate about Beauty and Health? Our vibrant Head Office, based by East Croydon station is a fantastic environment filled with hundreds of brilliant personalities. At Superdrug, we aim to be the best in accessible health & beauty, loved by our customers for value, choice, friendly advice, service and fun. We’re all about personality, we have fun, and we work hard to deliver That Superdrug feeling.

The Shared Services Support Manager is responsible for overseeing the shared services operations, ensuring efficient and effective delivery of services across various departments. This role also includes managing Data Subject Access Requests, ensuring compliance with data protection regulations, and maintaining data integrity.

• Shared Services Management:

• Oversee and manage teams across the shared services centre effectively managing the customer service proposition for payroll serving a customer base of circa 18,000 staff across Superdrug and Savers.
• Ensure the delivery and performance of all allocated workstreams and transactional processes.
• Develop and maintain metrics to monitor and promote continuous improvements in efficiency and quality of customer service.
• Lead the standardization of processes to create a more effective and efficient Shared Services organization.
• Leverage robotic process automation (RPA) to automate repetitive, manual tasks, thereby increasing efficiency and reducing errors.
• Utilize artificial intelligence (AI) to enhance decision-making processes by analyzing large volumes of data and generating predictive insights.

• Data Subject Access Requests:

• Liaise with the Employment Relation Team to handle and process DSAR’s in compliance with data protection regulations.
• Reaching out to BU stakeholders enabling relevant data is collected.
• Ensure the accuracy and integrity of data accessed and shared.
• Develop and implement policies and procedures for data access and protection.

Experience in managing shared services operations and teams. Familiarity with data protection regulations and best practices. Basic Payroll knowledge. Experience in running a call centre customer service team working in a fast paced environment. Strong Change management skills. Develop and maintain effective business relationships with the wider team including Human Resources, Reward & Benefits and Talent teams across both brands of Superdrug and Savers. This role requires a proactive approach to managing shared services and data access requests. The role is to lead and manage a telephony and administration team providing a ‘one stop’ service solution to a wide variety of mainly payroll based queries.

Benefits include:

• 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 Wagestream - a money management app that gives you access to a percentage of your pay as you earn it.
• Enhanced maternity/shared parental/adoption leave, company sick pay and pregnancy loss and support.