Cosmetics Helpdesk Operations CoordinatorFTC

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.

Were 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. Were 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.

Were 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. Were 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 relevantKey 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 &…