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 may be required.

Health and Safety

- Ensures the ongoing maintenance of a safe, 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.

Job Requirements

- Education / Certifications:
- Successful completion of the Customer Service Agent training program.




- GED or high school diploma as a minimum.
- 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.
- 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.

- Additional Competency Highlights:

- Assessment skills – ability to observe accurately, monitor and evaluate overall candidate performance and maintain uniformity and consistency in assessment.
- Quality of service – ability to establish and communicate candidate expectations, provide transparent feedback, and manage enquiries.
- Fostering change – support innovation and organizational changes.
- Thoroughness – ensure work is complete and accurate; proven high performance.
- Decisiveness – make difficult decisions in a timely manner.
- Stress management – function effectively under pressure and maintain self‑control.
- Personal credibility – responsible, reliable, and trustworthy.

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.

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📌 Customer Service Agent 2 - Brampton CAA - Part Time - Perm
🏢 Serco
📍 Brampton