Cosmetics Helpdesk Operations Coordinator(12 month FTC) in Croydon

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

Location: East Croydon Station

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.

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’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.
• See every interaction with the customer as an opportunity to delight them and be comfortable using different platforms to communicate with them.
• Understand customer needs and empower others to remove any barriers to deliver great service.
• Use positive language and behaviours in all interactions with customers and colleagues, building trust and rapport.
• Always prioritise actions which delight the customer/colleague.
• Suggest and support 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.

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.
• 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!