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.
- 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.
- Sets up headsets for class M road tests, including replacement of ear plugs, testing radio volumes and securing the radios on the applicant if applicable.
- Ensures vehicle maintenance prior to examination, if applicable.
- Safely drives the observation car while the Driver Examiner administers a class M road test with the applicant.
- Performs other related duties relevant to this position as may be required.

Additional Responsibilities (If Applicable)

- Supports the invigilation of SGT operations of examination centres by being familiar with the policies and procedures demonstrated within the training received.
- Sets up examination rooms and lays out examination materials in accordance with strict procedures; assists test takers prior to the start of the examination by directing them to their seats and advising them about personal possessions permitted in the examination rooms, responding to administrative requests (e.g., no test content inquiries).

Health & Safety

- Ensures the ongoing maintenance of a safe, healthy, and sustainable working workplace 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 themselves 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).

Additional 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.

Education / Certifications

- GED or high school diploma as a minimum.
- Must hold a valid Ontario Class G driver’s licence.

Knowledge and Experience

- Two (2) years’ experience with demonstrated excellent customer service.

Skills and 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.
- 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.
- Strong judgement and decision‑making skills.
- Intermediate level computer skills in MS Office.

Personal Attributes

- Fostering Teamwork – ability and desire to work cooperatively with others on a team.
- Managing Performance – ability to take responsibility for one's own performance, set clear goals and expectations,



track progress, and address and improve variances promptly.
- Customer Service Focus – ability to listen to and understand the customer, anticipate needs, and give high priority to customer satisfaction.
- Assessment skills – ability to observe accurately, monitor and evaluate overall candidate performance, maintain uniformity and consistency in assessment, assimilate information quickly, and extract key points.
- Quality of service – ability to establish and communicate what the candidate can expect during the testing process, communicate clearly, choose content, style, and language appropriate to the audience and context, handle inquiries from candidates, and provide clear feedback about test results.
- Fostering Change – ability to demonstrate support for innovation and for organizational changes needed to improve the organization’s effectiveness.
- Thoroughness – ability to ensure one's own work is complete and accurate, with a proven track record of high performance and a positive, productive work environment.
- Decisiveness – ability to make difficult decisions in a timely manner.
- Stress Management – ability to keep functioning effectively when 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 moderate intensity at more than 4 hrs/day or high intensity at 2‑4 hrs/day.
- Physical: Activities low intensity, less than 4 hrs/day.

Working Conditions

- Some exposure to disagreeable elements.
- Minor risk of injury, harm, or illness.
- Weather related and vehicle exposure.

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📌 Customer Service Agent 1-PT-Term-London
🏢 Serco
📍 London