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Store Operations Helpdesk Coordinator

2 months ago

Croydon, Greater London, United Kingdom Superdrug Full time

About Us

At Superdrug, we're passionate about delivering exceptional customer experiences and providing a unique shopping environment that sets us apart from the rest. Our vibrant Head Office, located near East Croydon station, is a fantastic place to work, filled with hundreds of talented individuals who share our vision.

Our Values

We're a team that puts our customers and colleagues at the heart of everything we do. 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.

Key Responsibilities

This role involves providing support and taking ownership of issues on behalf of our stores to resolve them as soon as possible through liaising with relevant departments/teams. The Store Operations helpdesk team also provides weekend support to stores to provide a point of escalation on Saturdays.

Key Tasks

  • Deliver an initial point of contact for internal customers.
  • Be responsible for serious issues on behalf of the Company and escalate as appropriate.
  • Ascertain necessary information and respond to the internal customer's satisfaction.
  • Liaise with all areas of the business to ensure internal customer satisfaction.
  • Manage issues with the relevant department and monitor response.
  • Take telephone calls and send correspondence to departments within the business on their issues.
  • Report to the business on issues that are not being addressed via escalation.
  • Ensure all communications are prepared in a timely and accurate manner.
  • Champion actions that improve sales, drive transactions, and reduce costs.
  • Manage queries for the field team (e.g. stock, reporting).
  • Provide detailed reports to field teams to enable them to follow up with stores.
  • Any other duties as requested by Line Manager.

Requirements

To succeed in this role, you'll need:

  • Good keyboard skills.
  • Proven Verbal Communication Skills.
  • Proven Written Communication Skills.
  • Proven Interpersonal Skills.
  • Proven managing conflict Skills.
  • Planning and organising skills.
  • Team Player.
  • Able to work on own initiative.
  • Ability to prioritise workload.

What's in it for you

Here's what you'll get:

  • 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.
  • Company pension matching and bonus.
  • We offer Wagestream – a money management app that gives you access to a percentage of your pay as you earn it.
  • We're part of a group who work closely with Savers, The Perfume Shop, and Three UK.
  • We're part of A.S. Watson Group, the world's largest international health and beauty retailer with over 15,000 stores in 25 markets.
  • Unrivalled Learning and Development programmes.