Response Centre Specialist II - Internal

London Drugs INTERNAL; Richmond; On-site; CAD 65,000 - 85,000; Full time

Job summary

London Drugs INTERNAL is seeking a Response Centre Specialist 2 to advance leadership and security skills within Loss Prevention. The role focuses on remote monitoring, supporting the RC team with training and quality control, and ensuring incidents are documented per protocols.

As a front-line contact, you will assist management with daily operations, train peers, and help optimize response centre workflows while upholding safety and reporting standards.

Qualifications

• Current provincial security license with a security guard/monitor designation (BST training).
• BST trainer status is required.
• First Aid and WHMIS training completed.
• Several years of Loss Prevention or related security industry experience.
• Experience in training Loss Prevention or security personnel.
• Education in criminology, emergency management, justice or security management preferred.

Responsibilities

• Ensure team monitoring and service levels meet loss prevention goals for locations.
• Track and report Loss Prevention statistics and team performance metrics.
• Assist with programming and maintaining systems and user profiles as required.
• Research events that could affect operations or staff safety and provide timely intelligence to stakeholders.
• Provide training to new and developing Response Centre Specialists and build proficiency.
• Review reports and case files to ensure quality and investigative standards are met.

Skills

Independent work

Leadership

Data analysis

Reporting

Process improvement

Communication

Education

Security license (BST)

BST trainer

First Aid & WHMIS

Loss Prevention experience

Security training experience

Criminology/ emergency mgmt education preferred

Job description

As a valued London Drugs family member, the opportunities for career growth are unlimited! Here is a great chance for you to grow your skills and experience.

The Response Centre Specialist 2 (RCS2) position is intended to be a development position for leadership & high level security skills with the Loss Prevention Department.

The RCS2 is a member of Loss Prevention Operations, accountable for the monitoring of company locations via remote systems: contributing to the training and support of the RC team, quality control and trend analysis.

The RCS2 is a technical and coaching resource to the team who is responsible for deploying resources, scheduling, operational performance goals and arranging and optimizing systems to support the RC team’s service goals.

As a front line point of contact to our internal customers and partners, the RCS2 will ensure that incidents are handled and documented according to established protocols. Assisting management with the effective day to day operation of the Response Centre, the RCS2 will also train and develop these skills and abilities in other members of the team.

Responsibilities and Primary Functions:

• Ensure that team monitoring and service levels are consistent and meet strategic loss prevention goals for each location.
• Track/report on Loss Prevention statistics and team performance metrics.
• Assist with programming and maintaining of systems and user profiles as required.
• Research and evaluate events which could impact operations at any facility or safety of any staff and providing intelligence to internal stakeholders in a timely manner.
• Provide training to new and developing Response Centre Specialists. Build the necessary skills and ensure a suitable level of proficiency in team members
• Review all reports and case files to ensure target level of quality and investigative standards are met. Report finding to LP manager on a regular basis.

Qualifications

Education & Experience:

• Possess a current provincial security work license with a security guard or security monitor designation (i.e. BST training)
• Certified BST trainer status.
• First Aid & W.H.I.M.I.S. training
• Several years of Loss Prevention or related security industry experience.
• Experience in training Loss Prevention or security personnel.
• Demonstrated experience with field interviews and basic case building.
• Education in the areas of criminology, emergency management, justice or security management preferred.

Skills & Abilities:

• Ability to work independently in a varied and demanding environment and to help others reach the same level of competence.
• Ability to lead others through specific skill development, improved quality of work and completion of goals.
• Strong critical thinking and data analysis skills
• Ability to create reports, graphs and strategic data shares to monitor and improve workflows
• Ability to identify and recommend improvements to Response Center workflow challenges
• Ability to communicate summary analysis and recommendations in writing, orally or in presentation format.

Availability Requirement

Employees will be scheduled 40 hours per week and must be available to work a flexible schedule, Sunday to Saturday, day and evening shifts.

London Drugs is an equal opportunity employer. The above statements are intended to describe the general nature and level of work applicable to this position and are not intended to be an exhaustive list of all responsibilities, duties and skills required.