Cosmetics Helpdesk Operations Coordinator(12 month FTC)

Location: East Croydon Station – Hybrid working available with 2 days working from home and 3 days in office. Hours: 37.5 hours per week, 9:00am – 5:30pm. Salary: Competitive.

Role Purpose

The Cosmetics Helpdesk Operations Coordinator supports 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, where required, escalated issues, ensuring clear ownership and resolution.
• Identify recurring issues and work with stakeholders to implement long‑term solutions.
• Use positive language and behaviours in all interactions, building trust and rapport.
• Suggest and support new ideas and ways of working designed to improve service.
• Be the voice of customers, orchestrating the organisation to live the brand purpose and build customer love across all touchpoints.

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 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 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 and ability to manage multiple priorities in a fast‑paced retail environment.
• Excellent written and verbal communication skills.
• Proactive problem solver with a strong attention to detail.
• Ability to build relationships and collaborate across multiple teams.

Preferred

• Experience in retail, cosmetics, operations or customer support.
• Confident using Microsoft Office, especially Outlook, Excel and Teams.
• Skilled at giving constructive feedback and encouraging teamwork.
• Ability to use data to make tactical decisions and stay updated on industry trends.

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.

Benefits

• 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 with 2 days from home and 3 days in office.
• Company pension matching and bonus.
• Access to Stream, a money‑management app with pay‑as‑you‑earn features.
• Part of A.S. Watson Group and associated retailers.
• Unrivalled learning and development programmes.
• Enhanced maternity, shared parental, adoption leave and company sick pay.

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