Position Description & Qualifications
If you enjoy working with the public in a high energy and dynamic environment - challenging and rewarding job opportunities await you at Serco Canada Inc. You will be part of a professional team which supports operations at all DriveTest Centres across Ontario on behalf of the Ministry of Transportation. Driver Examiners are based out of one of our 56 DriveTest Centre locations. Bring your expertise and customer service skills Serco Canada Inc. where challenging and rewarding job opportunities await you!
Serco supports the Ministry of Transportation as a prime for their Driver Examiner Services (DES) contract which supports their DriveTest Centre operations, providing customer information and assisting members of the public at various stages of the driver’s licensing process. Our team of Driver Examiners engages with customers in a friendly, knowledgeable and professional manner.
You will be part of a team that works closely with the customer and other Serco teams that that examine applicants through a road test to determine their abilities in the mechanics and handling of vehicles. Driver Examiners also conduct controlled class tests; observe and assess riding habits, skills and the applicants’ demonstrated ability in the operation of vehicles, making notes on applicants’ compliance to traffic laws, how they handle stressful situations, their adherence to driving regulations and safe driving practices.
You will provide examination results and details regarding errors, as well as areas requiring improvement and complete the evaluation forms for road test assessments, entering road test results into a system/computer. Serco’s Regional Managers and individual Site Managers lead the team of Driver Examiners, offering many years of experience working with our customer and providing the Ministry with excellence in customer care.
This position is contingent upon your ability to Pass Criminal Record Check (CPIC); Fingerprint Criminal Record Check.
SUMMARY/PURPOSE:
- Evaluates the driving ability of applicants at the G2 and G level.
- Evaluates the driving ability of applicants at the M2, M and controlled class (ABZ) level, if qualified and required.
- Provides grade of road test, licence information and resolves licensing issues.
- Provides information and assistance related to Driver Examination services.
- To ensure the fair and proper conduct of examinations in an environment that enables candidates to perform at their best.
KEY RESPONSIBILITIES:
- Provides excellent customer service during the delivery all Driver Examination Services.
- Responds to enquiries related to driver licensing, determines applicant status, provides information regarding test/re-test procedures and class of licence(s).
- Completes verification by verbally confirming the candidates full name and full date of birth.
- Examine applicants through a road test; to determine applicant’s abilities in the mechanics and handling of vehicles, notes compliance to traffic laws, stressful situations, driving regulations and safe driving practices.
- Provides examination results and details regarding errors and areas requiring improvement.
- Completes evaluation forms for road test assessments.
- Attends travel points to provide testing and licensing services, where applicable.
- If conducting M2, M and controlled class tests, observes and assesses riding habits, skill and demonstrated ability in the operation of vehicles.
- Conducts road test for those requiring special needs or for those with disabilities.
- Comply 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.
- Other related duties relevant to this position as may be required.
HEALTH AND SAFETY:
- Ensures the ongoing maintenance of 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:
- Comply with Serco Canada Inc. policies and procedures.
- Performs other tasks as assigned by management, including but not limited to special projects.
- Must participate in obtaining any required security measures, as deemed by Serco.
- Must participate in IDEC testing, Initial and maintenance training for the applicable road test examination qualified to conduct.
JOB REQUIREMENTS:
EDUCATION /CERTIFICATIONS:
- GED or high school diploma as a minimum
- Fluency in French and English.
- Must hold a valid Ontario Class G driver’s licence.
- Must have at least four years driving experience, verified based on “date first licenced” indicated on the Ontario driver’s licence.
- Must hold a valid Class M and/or controlled class driver’s licence, if applicable.
- No more than four demerit points and three violations at all times during employment as a Driver Examiner.
KNOWLEDGE and EXPERENCE
- Knowledge of the DriveTest program and related legislation, regulations, government, and company policies is preferred.
- Intermediate level computer skills required.
- Two (2) years’ experience with demonstrated excellent customer service.
SKILLS/COMPETENCIES
(Interpersonal Communication, Financial, Managerial, Problem solving):
- 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.
- Ability to self-manage a schedule within the confines of their scheduled worked day.
Knowledge and understanding of driving and assessment - Theory of driving behaviour, hazard perception and accidence avoidance. Driving test policies and standards, requirements of the driving test.
Assessment skills - Ability to observe accurately, monitor and evaluate overall candidate performance. Foresee, correct and comprehensive recognition of dangerous situations. 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 test. Ability to communicate clearly, choosing content, style, and language to suit the audience and context and deal with enquiries from candidates. Ability to provide clear feedback about test results.
Fostering Change - The ability to demonstrate support for innovation and for organizational changes needed to improve the organization's effectiveness.
Thoroughness - The ability to ensure that one's own work is complete and accurate. Proven track record of high performance and creating a positive and productive work environment.
Decisiveness - The ability to make difficult decisions in a timely manner.
Stress Management - The ability to keep functioning effectively when under pressure and maintain self-control in the face of hostility or provocation.
Personal credibility - To be 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 moderate intensity, 2- 4 hrs/day
WORKING CONDITIONS:
- Some exposure to disagreeable elements
- Minor risk of injury, harm, or illness
- Weather related and vehicle exposure
- Employees hours vary based on customer demand and location’s operating hours.
- This position may require extended shift hours including evenings and possibly Saturday and Sunday hours (depending on location) during certain periods of the year when DriveTest Centre volume is higher.
- This position requires the attendance of a formal training session, which includes classroom instruction with experienced and qualified trainers and on-the-job shadowing at a DriveTest Centre facilitated by a coach. If you are unsuccessful at any stage of the training, your employment will end effective immediately.
If you are interested in supporting and working with our Customer Service professionals and a passionate Serco team- then submit your application now for immediate consideration. It only takes a few minutes and could change your career!
Serco Canada Inc. strives to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves the Canadian Federal and Provincial governments and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.
Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.
Salary range: The range for this position can be found at the top of the posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple provinces, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities.
To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us.
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 stated otherwise in the job description. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: [email protected].
