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 relevant

Key Skills & ExperienceStrong 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
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

This job is with Superdrug, an inclusive employer and a member of myGwork - the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. 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.
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.
Here's the excitingbit... A day includes:Passionate about Beauty and Health? Want to be part of aninnovative, trend setting retailer? Our vibrant Head Office, based by EastCroydon station is a fantastic environment filled with hundreds of brilliantpersonalities.
We're a team that puts our customers and our teams at the heart of everythingwe 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 aboutpersonality, we have fun, and we work hard to deliver That Superdrug feeling.
Role PurposeThe Cosmetics Helpdesk Operations Coordinator is responsiblefor supporting the effective day-to-day operation of the Cosmetics function bymanaging inbound queries, coordinating cross-functional communication, andensuring timely resolution of issues impacting stores, suppliers, and internalteams. The role acts as a central hub for operational support, enabling smoothexecution of trading plans and maintaining high service standards.

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 friend30% discount on Superdrug Own Brand Products both in store and onlineHybrid working patterns 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 StationCompany pension matching and bonusWe offer Stream - a money management app that gives you access to a percentage of your pay as you earn itBeing part of more! We are part of a group who work closely with Savers, The Perfume Shop and Three UKWe 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 programmesEnhanced maternity/shared parental/adoption leave,
company sick pay and pregnancy loss and supportCome and be part of something special! For information on how we manage and store your data please go to