Careers rarely develop the way we plan them. Our career path often takes many twists and turns, with particular events, choices and people influencing our direction.

We asked Siobhan Canny from Health Service Executive to give some advice for people considering this job:

Siobhan Canny

Midwife

Health Service Executive

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Siobhan Canny

I would advise anybody wishing to pursue a career as a Midwife to focus on having science subjects in their Leaving Certificate. The basic entrance requirements are high at the moment so a good Leaving Certificate is essential (unless applying as a mature applicant).

To be accepted onto a training course you have to do an interview where they will determine whether you are suitable for the job or not. In the interview I would advise you to relax and to be yourself, answer honestly and do not be afraid to promote yourself.

The interviewers are looking for intellegent, hard working, nice people who are genuinely interested in being with women in pregnancy and labour. They are looking for students who have a basic understanding as to what this entails.

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Realist
Realists are usually interested in 'things' - such as buildings, mechanics, equipment, tools, electronics etc. Their primary focus is dealing with these - as in building, fixing, operating or designing them. Involvement in these areas leads to high manual skills, or a fine aptitude for practical design - as found in the various forms of engineering.

Realists like to find practical solutions to problems using tools, technology and skilled work. Realists usually prefer to be active in their work environment, often do most of their work alone, and enjoy taking decisive action with a minimum amount of discussion and paperwork.
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Occupation Details

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Customer Support / Telesales Agent

Job Zone

Education
Most occupations in this zone require job specific training (vocational training) related to the occupation (NFQ Levels 5 and 6 or higher), related on-the-job experience, or a relevant professional award.

Related Experience
Previous work-related skills, knowledge, or experience is required for these occupations. For example, several years of full or part-time employment in the area may suffice.

Job Training
Employees in these occupations usually need one or two years of training involving both on-the-job experience and informal training with experienced workers. A recognised apprenticeship or training program may be associated with these occupations.

Job Zone Examples
These occupations usually involve using communication and organisational skills to coordinate, supervise, manage, or train others to accomplish goals. Examples include restaurant managers, electricians, agricultural technicians, legal secretaries, hairdressers, and web developers.

€18k > 65
Customer Services Staff - Call Centre
Salary Range
(thousands per year)*
€18 - 65
Related Information:
Customer Service Representative: 18 - 34
Customer Service Team Leader: 24 - 45
Customer Service Manager: 20 - 65
Customer Service Advisor: 19 - 34
Data Source(s):
Sigmar / Brightwater / CPL / Robert Walters / Abrivia / Payscale.com

Last Updated: March, 2017

* The lower figures typically reflect starting salaries. Higher salaries are awarded to those with greater experience and responsibility. Positions in Dublin sometimes command higher salaries.
Shortage Indicator

Shortages have been identified in the National Skills Bulletin 2017 for the following areas:

Associate professional sales and customer service roles: "those employed as sales assistants work primarily in the wholesale and retail sector, whereas business sales executives and those in customer service occupations are employed across a range of sectors including finance, IT and industry, in addition to wholesale and retail."

5.9%
Occupational Category

Customer Service Occupations

Also included in this category:

Call centre agents and operators; customer service advisers (call centre); telephonists; communication operators; market research interviewers; customer advisers, customer service administrators; customer services representatives.

Number Employed:

23,100

Part time workers: 21%
Aged over 55: 11%
Male / Female: 43 / 57%
Non-Nationals: 23%
With Third Level: 58%
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At a Glance... header image

Manages telephone interactions with customers, using appropriate processes, tools and systems to address the customers needs.


Videos & Interviews header image

Follow the links below to watch videos related to this occupation:

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Go..Customer Service Engineer - from: icould [UK] Video
Go..Customer Service Engineer - from: icould [UK] Video
Go..Customer Support Apprentice Desk-Based Project Management - from: icould [UK] Video

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Tasks & Activitiesheader image

The following is a list of the most commonly reported tasks and activities for this occupation

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Deliver prepared sales talks, reading from scripts that describe products or services, to persuade potential customers to purchase a product or service or to make a donation.

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Contact businesses or private individuals by telephone to solicit sales for goods or services, or to request donations for charitable causes.

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Explain products or services and prices, and answer questions from customers.

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Obtain customer information such as name, address, and payment method, and enter orders into computers.

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Record names, addresses, purchases, and reactions of prospects contacted.

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Adjust sales scripts to better target the needs and interests of specific individuals.

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Obtain names and telephone numbers of potential customers from sources such as telephone directories, magazine reply cards, and lists purchased from other organizations.

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Answer telephone calls from potential customers who have been solicited through advertisements.

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Telephone or write letters to respond to correspondence from customers or to follow up initial sales contacts.

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Maintain records of contacts, accounts, and orders.

Work Activities header image

The following is a list of the most commonly reported work activities in this occupation.

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Selling or Influencing Others: Convincing others to buy merchandise/goods or to otherwise change their minds or actions.

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Establishing and Maintaining Interpersonal Relationships: Developing constructive and cooperative working relationships with others, and maintaining them over time.

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Communicating with Persons Outside Organization: Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.

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Updating and Using Relevant Knowledge: Keeping up-to-date technically and applying new knowledge to your job.

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Resolving Conflicts and Negotiating with Others: Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

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Processing Information: Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.

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Getting Information: Observing, receiving, and otherwise obtaining information from all relevant sources.

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Communicating with Supervisors, Peers, or Subordinates: Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

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Making Decisions and Solving Problems: Analyzing information and evaluating results to choose the best solution and solve problems.

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Identifying Objects, Actions, and Events: Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.


Knowledge header image

The following is a list of the five most commonly reported knowledge areas for this occupation.

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Sales and Marketing: Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.

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English Language: Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

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Customer and Personal Service: Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

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Telecommunications: Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.

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Communications and Media: Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.


Skillsheader image

The following is a list of the most commonly reported skills used in this occupation.

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Speaking: Talking to others to convey information effectively.

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Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

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Persuasion: Persuading others to change their minds or behavior.

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Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

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Service Orientation: Actively looking for ways to help people.

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Reading Comprehension: Understanding written sentences and paragraphs in work related documents.

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Social Perceptiveness: Being aware of others' reactions and understanding why they react as they do.

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Coordination: Adjusting actions in relation to others' actions.

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Negotiation: Bringing others together and trying to reconcile differences.

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Writing: Communicating effectively in writing as appropriate for the needs of the audience.

Related Occupationsheader image

Contactsheader image

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Organisation: Marketing Institute of Ireland (MII)
Address: Marketing House, South County Business Park, Leopardstown, Dublin 18
Tel: (01) 295 2355
Email: Click here
Url Click here

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Career Guidance

This occupation is popular with people who have the following Career Interests...


...and for people who like working in the following Career Sectors:

Sales, Retail & Purchasing

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Higher Ed & CAO Course suggestions
If you are interested in this occupation, then the following courses may also be of interest. Note that these course suggestions are not intended to indicate that they lead directly to this occupation, only that they are related in some way and may be worth exploring.
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Further Ed & PLC Course Suggestions
If you are interested in this occupation, then the following courses may also be of interest. Note that these course suggestions are not intended to indicate that they lead directly to this occupation, only that they are related in some way and may be worth exploring.

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