Location
Croydon - Hybrid working available with 2 days working from home and 3 days in our modern office close to East Croydon Station.

Hours
37.5 hours per week | 9.00am - 5.30pm

Salary
Competitive

About the Role
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. Acting as a central hub for operational support, this role enables smooth execution of trading plans and maintains high service standards.

Key responsibilities include managing all Cosmetics-related queries from stores, suppliers, and internal departments; prioritising and responding to requests via shared inboxes and internal systems; tracking and escalating issues as needed; and identifying recurring problems to implement long-term solutions. The role requires a customer-focused mindset, using positive language and behaviours to build trust and rapport.

Operational coordination involves supporting trading plans, product launches, promotions, and seasonal activities by liaising with supply chain, merchandising, marketing, and store operations teams to resolve issues and ensure alignment. Monitoring tester availability, delivery issues, and store feedback is also essential to minimise disruption.

Strong stakeholder communication is vital, facilitating clear and consistent updates between Cosmetics Trading and wider business functions, preparing briefs for meetings, and building strong relationships with suppliers and internal teams.

The role also supports meeting organisation, action tracking, and ad-hoc projects, while continuously reviewing helpdesk processes to improve efficiency and service levels. Maintaining and updating standard operating procedures and supporting new system implementations are key elements of the position.

Join a vibrant, innovative, and trend-setting retailer passionate about accessible health and beauty, where your contribution makes a real difference every day.

Experience
- Experience in retail, cosmetics, operations, or customer support preferred
- Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment
- Excellent written and verbal communication skills
- Proactive problem solver with strong attention to detail
- Confident using Microsoft Office, especially Outlook, Excel, and Teams

About you
- Customer-focused mindset with the ability to delight both internal and external stakeholders
- Collaborative and team-oriented approach, encouraging teamwork and building strong networks
- Resilient and adaptable with a strong sense of ownership and accountability
- Confident communicator who can challenge and give constructive feedback
- Continuously seeks improvement and shares ideas openly
- Uses data confidently to make tactical decisions
- Knowledgeable about your specialism and aware of wider market trends

Qualifications
No formal qualifications specified; a positive attitude, strong organisational skills, and relevant experience are essential.