- Croydon, United Kingdom
- Head-Office
- Full Time
- Fixed Term Contract
- ÂŁ Competitive
About the Role
🌟Join Superdrug Head Office- Make a Real Difference Every Day!🌟 📍Location: 🎉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. 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. 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. Â Act
as the first point of contact for all Cosmetics-related queries from
stores, suppliers, and internal departments Strong
organisational skills with the ability to manage multiple priorities in a
fast-paced retail environment đź’ˇHere's what's in it for you: đź”’ For information on how we manage and store your data please go to https://www.superdrug.jobs/privacy-policy/ Â
đź•’Hours:Â 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.
đź’·Salary:Â Competitive
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.
đź“…Here's the exciting
bit… A day includes:
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.
đź“… Role Purpose
đź“ť Key Responsibilities
Helpdesk & Query Management
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 relevant
📝 Key Skills & Experience
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
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
Location
Superdrug Head Office, 51 Sydenham Road, Croydon, CR0 2EU, United Kingdom
Why Work With Us?
Join our team at Superdrug, where we embrace exciting challenges that make a real difference. We provide a supportive environment where your innovative ideas and proactive spirit are not just welcomed but celebrated. Where you can be you! Are you ready to make your mark with us?
Bonus
We have a competitive bonus scheme here and if you reach all of your targets you can achieve up to a 15% on Target /30% Max, alongside your March salary!
Pay Review
We review our pay every year and any increases will take effect from 1st January.
Pension
Saving for retirement is one of the best investments you can make for your future, we can help you with that! If you contribute 5% we’ll contribute pension contributions up to 7%.
Private Medical
You have the option to opt into our Private Medical Insurance scheme. We will pay for your individual cover. You can also add parent and children to this at your own cost.
Aviva Digicare Workplace+
You and your family will get access to an app that gives you free healthcare services like Digital GP, mental health consultations and an annual health check!
Holiday
You’ll get 25 days holiday to use when you like, plus 8 UK bank holidays (pro rated if you work part time). We’ll also increase your holiday the longer you stay, rising to 28 after 3 years, up to 30 after 5 years! You can also buy or sell some each year.
Stream
The Stream app allows you to track how much money you’re earning throughout the month and take up to 40% of it ahead of pay day, giving you more pay flexibility. You will also have access to lots of discounts, a financial coach and a competitive saving pot.
Product Samples & Events
We're often welcoming our suppliers to come in and talk to the team about great new products launches as they’re landing in store. Keep your eye out in the Head Office Cafe to get your hands on some freebies!
Amazing Team
Superdrug is a place for everyone. We respect every voice and celebrate individuality. Enjoy team incentives and fun! If you’re passionate and resilient, Superdrug is the place for you!
Team Member Discount
Enjoy perks like 30% off on Superdrug Own Brand products and 10% off on other brands. This includes our Superdrug Health Clinics and Superdrug Online Doctor! We also have friends and family events, where we increase your discount and allow you to share it!
Fantastic Fun
Work at Superdrug is not just work, it’s a fun-filled journey. We create a vibrant atmosphere filled with positivity. Every day brings new opportunities to learn, grow, and make a difference in the lives of our customers and colleagues.
Inspiring Futures
Superdrug is dedicated to inspiring careers We offer a variety of learning opportunities, including bespoke training programs that equip employees with the skills necessary to advance and transition into different roles within the head office.
Journey to Joining Our Amazing Team
Submit Your Application
Apply online with your CV, highlighting how your skills align with the role at Superdrug.
Initial Screening
Our recruitment team will review your application and contact you if it matches our requirements to confirm you are comfortable with the core details of the role and to get to know you better!
First Interview
If selected, you will be invited to a competency-based interview with the line manager via teams.
Second Interview
If further selected, you will attend a face-to-face interview at our Head Office. Depending on the role, you may be asked to prepare a presentation or complete a task for technical positions. You will be informed in advance if this is required.
Offer & Contract
Upon a successful application, you will receive a job offer and contract outlining the specifics of your role, salary, and benefits. Once accepted, we will initiate the onboarding process to collect all necessary details from you.
Onboarding
After completing your onboarding, your line manager will contact you to extend a welcome and address any questions you may have to ease first-day nerves. You will then be provided with a comprehensive induction plan designed to ensure your success.
Questions? We have answers!
Check out our FAQ page for more.
How do I apply?
It's simple! Start by searching for a job. When you find a position that interests you, click the 'Apply Now' button next to the job title at the top of the page. Then, follow the instructions.
How can I track my application?
You can track your application's progress by logging in with your email address and password. If you haven't received an update yet, your application is still under review, and we will reach out to you as soon as possible. Please also check the email account you used to apply, including your junk folder, to ensure you haven't missed any communication from us.
How do I know if my application has been recieved?
Once submitting your application, you should shortly receive an email to your inbox confirming that your application has been submitted.
I wanted to apply for a position I saw here, but its not listed anymore, can I still apply?
We frequently update our job listings, adding new positions and removing those that are filled or no longer open. If you don't see a job listed, keep checking back as new roles are always being posted.
How can I progress from a Team Leader role within Superdrug?
We have a programme called RMT: Retail Management Training, which is a 3-month development programme to advance management skills and upskill behaviours, helping Team Leaders to be ready for that Assistant Manager role. This is a great way to take that next step into a management role within Superdrug.
Requirements to apply:
You need to be a Team Leader for at least 6 months in the business, be confident in your role and be wanting to take the next step into an Assistant Manager role.
You will have already demonstrated your skills, willingness to travel to other stores to gain experience and build your network, and have completed a career conversation or interview with your Line Manager and Area Manager to confirm your readiness for the programme.
Can I apply for multiple roles?
Yes, you can apply to multiple roles! However, we recommend that you focus on positions that truly align with your skills, interests and location preferences. When applying for several roles, please ensure that your applications are tailored to each position’s specific requirements. You will be assessed based on how well you match the criteria for each role and may be invited to interview for multiple positions. Take the time to consider which roles best suit your location, strengths and career goals to make the most of your application.
What training will I receive?
You will spend your first four weeks training with one of our Store Managers at a designated training store. After that, in your own store, the management team and Area Manager will continue to support you with guidance on operations, leadership, and any challenges you may face.
