Cosmetics Helpdesk Operations Coordinator; FTC Posted

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.

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.

• 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.

• 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.

• Customer‑focused mindset (internal and external stakeholders).
• Resilience and adaptability.
• Strong sense of ownership and accountability.
• Collaborative and team‑oriented approach.
• Continuous improvement mindset.

• Timely resolution of helpdesk queries.
• Stakeholder satisfaction and feedback.
• Reduction in recurring operational issues.
• Efficiency improvements in processes and…