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 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.
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.
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 relevant
Key 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 & 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
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 friend
- 30% discount on Superdrug Own Brand Products both in store and online
- Hybrid 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 Station
- Company pension matching and bonus
- We offer Stream - a money management app that gives you access to a percentage of your pay as you earn it
- Being part of more! We are part of a group who work closely with Savers, The Perfume Shop and Three UK
- We 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 programmes
- Enhanced maternity/shared parental/adoption leave, company sick pay and pregnancy loss and support
- Come and be part of something special!
For information on how we manage and store your data please go to https://www.superdrug.jobs/privacy-policy/
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
1
Submit Your Application
Apply online with your CV, highlighting how your skills align with the role at Superdrug.
2
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!
3
First Interview
If selected, you will be invited to a competency-based interview with the line manager via teams.
4
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.
5
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.
6
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.
