Serco Canada Inc. operates all the DriveTest Centres across Ontario on behalf of the Ministry of Transportation. As a customer service agent with Serco Canada Inc., you will be based out of one of our 56 Ontario DriveTest Centres. If you are a positive and professional team player who enjoys working with the public in a high energy environment, rewarding job opportunities await you at Serco Canada Inc.

Summary/Purpose

- Evaluates an applicant’s eligibility to apply for an Ontario Driver’s Licence.
- Assesses applicants’ identity documents for validity.
- Provides information and assistance related to Driver Examination services.
- Ensures the fair and proper issuance of an Ontario Driver’s Licence.

Key Responsibilities

- Provides excellent customer service during the delivery of all Driver Examination Services.
- Provides information and assistance to applicants for all classes of licences.
- Reviews applicant information to determine eligibility for a variety of classes of licences.
- Conducts vision screen testing, photographs applicants, and administers written and/or oral knowledge testing.
- Schedules and dispatches road tests and issues temporary licences.
- Collects fees for a variety of transactions.
- Investigates problems or errors on the driver record and initiates corrections.
- Complies with all regulations, policies and procedures pertaining to the operations, including occupational health and safety, environmental, drug and alcohol, and quality.
- Adheres to all Ministry and operational confidentiality requirements.
- Performs other related duties as required.

Health and Safety

- Ensures the ongoing maintenance of a secure, healthy and sustainable working environment at a DriveTest Centre including travel points.
- Takes every precaution to contribute to a safe and healthy workplace.
- Demonstrates correct use of equipment, materials and protective devices required by law.
- Demonstrates awareness of and educates self on changes to legislation, regulations, Company policies and procedures.
- Takes the initiative to report unsafe conditions.
- Complies with Part III, Section 27 of the OHSA (Duties of Workers).

Other/Projects

- Complies with Serco Canada Inc. policies and procedures.




- Performs other tasks as assigned by management, including but not limited to special projects.
- Participates in obtaining any required security measures, as deemed by Serco.
- Participates in initial and maintenance training for Customer Service Agent.

Education / Certifications

- Successful completion of the Customer Service Agent training program.
- GED or high school diploma as a minimum.
- Fluency in French and English.
- Must hold a valid Ontario Class G driver’s licence.

Knowledge and Experience

- Knowledge of applicable sections of the Highway Traffic Act, related regulations, and legislation as well as related government and company policies to provide information and advice to applicants.
- Intermediate level computer skills required.
- Two (2) years’ experience with demonstrated excellent customer service.

Skills / Competencies

- Excellent customer service skills, ability to deal with difficult and highly complex situations.
- Ability to multi-task.
- Ability to process and manage sensitive personal information.
- Strong judgement and decision‑making skills.

Knowledge and understanding of driving and assessment

Driving test policies and standards, requirements of the driving test.

Assessment skills – Ability to observe accurately, monitor and evaluate overall candidate performance, ensuring uniformity and consistency in assessment and assimilating information quickly to extract key points.

Quality of service – Ability to establish and communicate what the candidate can expect during the licensing process, communicate clearly and adapt content, style and language to suit the audience and context, and provide clear feedback about test results.

Fostering Change – Support for innovation and for organizational changes needed to improve the organization’s effectiveness.

Thoroughness – Ensure work is complete and accurate,



with a proven track record of high performance and a positive and productive work environment.

Decisiveness – Ability to make difficult decisions in a timely manner.

Stress Management – Ability to function effectively under pressure and maintain self‑control in the face of hostility or provocation.

Personal credibility – Responsibility, reliability and trustworthiness.

Mental And Physical Effort

- Mental: Activities are moderate intensity at more than 4 hrs/day or high intensity at 2‑4 hrs/day.
- Physical: Activities are low intensity, less than 2 hrs/day.

Working Conditions

- Little exposure to disagreeable elements.
- Minor risk of injury, harm or illness.

Criminal Record Check

- Must pass Criminal Record Check (CPIC) and Fingerprint Criminal Record Check.
- Employee hours vary based on customer demand and location’s operating hours.
- Position may require extended shift hours and possibly Saturday hours during certain periods of the year when Drive Test Centre volume is higher.
- Position requires attendance of a formal training session, including classroom instruction with experienced and qualified trainers and on‑the‑job shadowing at a Drive Test Centre facilitated by a coach. If unsuccessful at any stage of the training, employment will end effective immediately.

Serco Canada Inc. is an equal opportunity employer that is committed to inclusive, barrier‑free recruitment and selection processes. Consistent with our values, Serco Canada is committed to providing equitable treatment to all with respect to barrier‑free employment and accommodation without discrimination. Serco Canada will provide accommodation for applicants in all aspects of the hiring process. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.

Serco complies with all applicable federal, provincial and local leave laws. This is a Canada‑based role and this position is for an existing vacancy, unless otherwise stated in the job description. Please submit applications exclusively through Serco’s external career site. If an applicant has any concerns with job posting compliance, please send an email to

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📌 Customer Service Agent 2-Newmarket- Part Time - Perm - Non -Bilingual
🏢 Serco
📍 Newmarket