Position Description

If you enjoy working with the public in a high energy and dynamic environment, a challenging and rewarding job opportunities await you at Serco Canada Inc.You will be part of a professional, technically savvy, motivated, service oriented and customer focused, team that supports SGT Invigilator operations within our Drive Test Centre locations. You will work closely and collaboratively with the SGT Management team to provide on-going administrative support on the booming SGT contract.

Purpose of the Job:

• To provide administration to the Security Guard Testing (SGT) contract

• To assist Candidates and Training Providers with the SGT process

• To support staff and staff related issues daily

• To assist SGT team in special projects

Primary Duties and Responsibilities:

• Communicate with SGT applicants, Training Providers and any stakeholders of the SGT contract through email and phone to ensure the overall success of the SGT contract.

• Manage SGT contract inbox.

• Answer Candidate emails: candidate information changes, candidate test questions, candidate test complaints, candidate generic questions.

• Answer Training Provider’s emails: training registration venue questions, candidate information changes, training entity status questions, training entity account unlocks.

• Answer staff and stakeholder emails

• To administrate the full operation of SGT examination sessions and SGT operations for both in-person and on-line testing.

• Identify key issues of SGT operations through everyday contact with applicants and Training Providers.

• Administer all policies and procedures reflected in the contractual requirements or as amended by the client.

• Ensure adherence to all contractual KPI’s including test availability, test security and customer response times. Raise issues and contribute to action plans if necessary.

• Prepare, review and update (if necessary) all SGT in-person testing result scans.

• Work directly with SGT Online Invigilators to address SGT online candidate issues.

• Invigilate SGT sessions as necessary, both online and in-person.

• Assist SGT Online Invigilators as needed with administrative issues relating to their live online sessions.

• Ability to assist in Operations Manager day-to-day work to provide back-up when necessary.

• Key contributor to weekly meetings surrounding the SGT contract, including playing the main role in team calls about the SGT inbox.

*This is a “term” position. Your employment will commence upon completion of background checks and the agreed upon start date. The position is anticipated to last for a term of six (6) months with the possibility of an extension.

Qualifications

• Post-secondary education in a business-related field is preferred.

• Experience dealing with customers, and complaint handling.

• Proven record of excellent internal and external customer service.

• Experience working with contractual requirements.

• Experience in a computerized environment with technical knowledge of MS Office Suite, Zoom, Moodle.

• Security Guard contract experience a benefit.

• Ability to work in a fast paced, high-demand environment.

• Effective communication skills (written and verbal).

Competencies:

• Fostering Teamwork: As a team member, the ability and desire to work cooperatively with others on a team.

• Communication: The ability to express oneself clearly in conversations and interactions with others and our customers. The ability to plan and deliver in communication to impact and persuade the intended audiences.

• Customer Service Focus: The ability to listen to and understand the customer. This includes anticipating customer needs and giving high priority to customer satisfaction.

• Diagnostic Information Gathering: The ability to identify the information needed to clarify a situation, seek that information from appropriate sources, and use skilful questioning to draw out the information.

• Analytical Thinking: The ability to tackle a problem by using a logical, systematic, sequential approach.

• Personal credibility - To be perceived as responsible, reliable, and trustworthy.

• Job knowledge – The ability to demonstrate excellent contract knowledge and necessary skills to perform duties defined.

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive 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 every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local 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.

To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco .If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see ourApplicant Privacy Policy and Notice (https://www.serco.com/na/privacy-policy) .

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com .

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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ID 63822

Recruiting Location : Location CA-ON-

Category Administrative/Clerical

Position Type Temporary/Term Full-Time

Security Clearance Criminal Record Check (CPIC); Fingerprint Criminal Record Check

Telework No - Teleworking not available for this position