Response Centre Specialist II - Full Time

Not just a job…

a community

a partnership

a team

You’ll experience them both at London Drugs. As one of Canada’s fastest-growing and most successful retail chains, we know what it takes to build a satisfying career. We are seeking innovative, customer focused people to join our team! Our state-of-the-art Loss Prevention Department in British Columbia currently has an opportunity for:

Response Centre Specialist II

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 must be available to work a flexible schedule, Sunday to Saturday, day and evening shifts.

London Drugs is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We are committed to building a company that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

We will provide accommodations during the recruitment process upon request.

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. Be advised, London Drugs DOES NOT use third party recruitment services.
London Drugs may collect, use, and/or disclose your personal information (including the information in this application) where it is reasonable for establishing, managing or terminating an employment relationship. This includes the use or disclosure of your personal information to persons inside or external to our organization, for the purpose of checking references or gathering other information to support an assessment of your candidacy.

To protect yourself, do not respond to unsolicited job offers from individuals or e-mail addresses, and never disclose any sensitive details about your identity (including personal or financial) to anyone you do not know or trust or on any unverified website, or website you do not trust.