Cosmetics Helpdesk Operations Coordinator12 month FTC
1 day ago
Croydon
Join Superdrug Head Office- Make a Real Difference Every Day! \n 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 \n Why Superdrug? \n 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: \n 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. \n Role Purpose \n 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 \n Helpdesk & Query Management \n Act as the first point of contact for all Cosmetics-related queries from stores, suppliers, and internal departmentsManage and prioritise incoming requests via shared inboxes and internal systems, ensuring timely and accurate responsesTrack, log, and escalate issues where required, ensuring clear ownership and resolutionIdentify recurring issues and work with stakeholders to implement long-term solutionsSees every interaction with the customer as an opportunity to delight them andcomfortable using different platforms to communicate with themUnderstands customer needs and empowers others to remove any barriers to deliver great serviceUses positive language and behaviours in all interactions with customers and colleagues, building trust and rapportAlways prioritises actions which delight the customer/colleagueSuggests and supports new ideas and ways of working which are designed to improve serviceBe 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 CoordinationSupport the execution of trading plans, product launches, promotions, and seasonal activity by coordinating operational requirementsLiaise with supply chain, merchandising, marketing, and store operations teams to resolve issues and ensure alignmentMonitor tester availability, delivery issues, and store feedback, taking action to minimise disruptionStakeholder CommunicationFacilitate clear and consistent communication between Cosmetics Trading and wider business functionsPrepare updates, summaries, and briefs for internal meetings and stakeholdersBuild strong working relationships with suppliers and internal teams to ensure efficient issue resolutionMeeting & Project SupportSupport the organisation and coordination of key meetings (e.g. supplier calls, internal trading meetings)Capture actions, track progress, and follow up on deliverablesAssist with ad-hoc projects, reporting, and analysis to support decision-makingProcess ImprovementContinuously review helpdesk processes and workflows to improve efficiency and service levelsMaintain and update standard operating procedures, FAQs, and guidance documentsSupport implementation of new systems or tools where relevantKey Skills & Experience \n Strong organisational skills with the ability to manage multiple priorities in a fast-paced retail environmentExcellent communication skills, both written and verbalProactive problem solver with strong attention to detailAbility to build relationships and collaborate across multiple teamsExperience in retail, cosmetics, operations, or customer support preferredConfident using Microsoft Office (especially Outlook, Excel, and Teams)Confidently communicates, challenges and gives feedback to othersEncourages teamwork & collaboration between their own team and othersRecognises the strengths & contribution of various teams, builds on networks to understand priorities of others and how to add valueSeeks feedback and listens to it, takes responsibility to find positive outcomes and solutionsGenerating ideas and feeling that they can be shared both within their immediate team and also outside of the teamIs confident using data to make tactical decisionsIs knowledgeable about their specialism and has an awareness of their wider market and to support with the current trends in their business areaIs confident using data to make tactical decisionsIs knowledgeable about their specialism and has an awareness of their wider market and to support with the current trends in their business areaKey CompetenciesCustomer-focused mindset (internal and external stakeholders)Resilience and adaptabilityStrong sense of ownership and accountabilityCollaborative and team-oriented approachContinuous improvement mindsetSuccess MeasuresTimely resolution of helpdesk queriesStakeholder satisfaction and feedbackReduction in recurring operational issuesEfficiency improvements in processes and communicationSupport delivered against trading and operational deadlines \n Here's what's in it for you: \n • 33 days holiday rising to 38 days with length of service (inclusive of bank holidays)