Response Centre Coordinator - #192502

Not just a job…

a community

a partnership

a team

You’ll experience them all 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 Loss Prevention Department in Richmond, British Columbia currently has an opportunity for:

Loss Prevention Response Centre Coordinator

London Drugs is looking for highly capable security and investigations professionals for our Loss Prevention team. You will find state of the art technology, training and support, and a high integrity group of people committed to excellence on our team.

The Response Centre Coordinator supports the effective operation of the 24/7 Loss Prevention Response Centre by coordinating shift activities as directed by the Supervisor.

Through training and coaching opportunities, the Coordinator helps ensure team members are competent and efficient in all required duties. As a non-management leader with a high degree of operational knowledge, the Coordinator administers Response Centre activities, programs, and technology—ensuring standard procedures are followed and service levels are met.

While assisting management with day-to-day operations, the Coordinator keeps the Supervisor informed of operational needs and any performance-related concerns.

Responsibilities and Primary Functions:

• Protect all company assets and reduce losses.
• Coordinate shift activities and support the daily operations of the Response Centre.
• Assist with scheduling, timekeeping, and resource deployment under the direction of the Supervisor.
• Monitor system health checks and ensure completion of daily audits and tasks.
• Support investigations by reviewing case files, gathering evidence, and preparing reports.
• Provide training for new and developing Response Centre Specialists. Build necessary skills and ensure a suitable level of proficiency in team members.
• Provide training and peer coaching to Response Centre Specialists.
• Identify workflow issues and recommend improvements to the Supervisor.
• Maintain accurate records and ensure adherence to standard operating procedures.
• Review and approve Estore transactions, ensure that team members are trained and competent to review orders, and that all time and quality of service metrics are met.
• Review case file reports and ensure that all files are completed to company standard.
• Communicate operational updates and concerns to the Supervisor.
• Ensure team service levels are consistent and meet strategic loss prevention goals.
• Track/report on Loss Prevention statistics and team performance metrics.
• Represent the department in meetings or committees as directed.
• Assist Loss Prevention Management in interviewing and screening Loss Prevention applicants.
• Respond to after-hours emergencies when assigned.
• Maintain confidentiality and comply with all company policies and procedures.
• Carry out all assigned tasks or additional duties as directed by General Manager, Loss Prevention.
  
  
  

Skills & Abilities

• Demonstrated interpersonal, conflict resolution, crisis intervention and communication skills.
• Demonstrated ability to stay calm and respond with good judgment in emergency situations.
• Demonstrated ability to work under strict confidentiality.
• The ability to be objective in any and all situations.
• Ability to delegate and follow up effectively.
• Intermediate computer skills (Windows, Microsoft Office, Outlook, PowerPoint)
• Strong critical thinking and data analysis skills
• Fosters a collaborative and inclusive team environment.
• Familiar with Video, access control, and case management systems.
• Communicates effectively in writing, presentations, and verbal formats.
  
  
  

Education and Knowledge:

• Previous experience in loss prevention, security operations, or a related field.
• Working knowledge of retail security practices and relevant criminal code sections.
• Experience in peer coaching, training, or quality control is an asset.
• Valid provincial security worker license: advanced tactical training preferred.
• First Aid and WHMIS certification required or willingness to obtain.
• Education in Criminology, Emergency Management, Criminal Justice, is an asset.
• Industry certifications (e.g., PSO, CFI, CSP) and conflict resolution training are considered assets.
• Demonstrated commitment to protecting people and property in a safe and lawful manner.
  
  
  

We offer advancement opportunities through our promote-from-within policies, salaries commensurate with experience, as well as a comprehensive benefits program including:

• Comprehensive medical, dental, prescription drug and vision coverage for you and your family
• Company matched RRSPs
• Employee Discount Program
• Postsecondary Entrance Scholarships for you or your children
• Community Involvement
  
  
  

If you possess the necessary skills and expertise and would like to join an exciting team of professionals,

Apply Now!

We are 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. 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.