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 Anne Nutley from Bank of Ireland to give some advice for people considering this job:

 

Anne Nutley

Contact Centre Agent

Bank of Ireland

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  Anne Nutley

Anyone considering this job would need to be patient, warm, a good listener and customer focused. However in the long run what you need most of all is common sense.

 

If you are considering returning to the work force don't sell yourself short. Remember all the life experience you have acquired rearing a family and running a household.

 

Believe in yourself and go for it!

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The Social person's interests focus on some aspect of those people in their environment. In all cases the social person enjoys the personal contact of other people in preference to the impersonal dealings with things, data and ideas found in other groups.

Many will seek out positions where there is direct contact with the public in some advisory role, whether a receptionist or a counsellor. Social people are motivated by an interest in different types of people, and like diversity in their work environments. Many are drawn towards careers in the caring professions and social welfare area, whilst others prefer teaching and other 'informing' roles.
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Occupation Details

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Customer Services Manager

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 skill, knowledge, or experience is required for these occupations. For example, electricians typically complete four years of training in order to perform the job.

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 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 Service Manager
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
Data Source(s):
Sigmar / Brightwater / CPL / Robert Walters / Abrivia

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

7%
Occupational Category

Customer Service Occupations

Also included in this category:

Customer service occupations

Number Employed:

21,500

Part time workers: 20%
Aged over 55: 11%
Male / Female: 37 / 63%
Non-Nationals: 18%
With Third Level: 54%
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At a Glance... header image

The customer services manager ensures that all staff work to their company's standard in satisfying each customer's requirement, enquiry or complaint politely and efficiently.


Videos & Interviews header image

1Total Records: 2

Anne Nutley
Contact Centre Agent  

Anne Nutley is a Contact Centre Agent  with the Customer Service Desk in Bank of Ireland 365. The team Anne is part of takes calls for the Great Britain branches, handling all types of branch account queries for both Business and Personal customers. While it is a demanding and challenging role, Anne finds it extremely rewarding being in a position to assist people with their banking queries.

Go to Interview  
 
Nicole Feighery
Customer Care Manager  

Nicole Feighery is a Customer Care Manager at Chill Insurance. Nicole graduated from TCD with a degree in Natural Science. Throughout her time working in the financial services sector she has obtained a number of relevant qualifications and is currently studying towards a Management Diploma in Insurance. 

Go to Interview  
 

The Work header image

Depending on the type of retail outlet, the activities of the Customer Services Manager may involve the following:

  • Dealing with the in-store and telephone customer complaints.
  • Organising/promoting store credit card schemes.
  • Organising 'wedding list' and 'birthday-list' schemes for customers.
  • Organising corporate gifts schemes.
  • Working with the despatch department to distribute products sold within the various schemes.
  • Working with the marketing department in sales/service promotion.

The customer services manager works closely with the retail management team, which may include the store manager/department manager, the retail buyer, the stock-room manager etc. The customer services manager also provides important feedback on customer satisfaction to store and retail managers and the rest of the retail management team. They oversee the tills and checkout operations.

 


Personal Qualitiesheader image

Customer services managers should possess strong administrative skills and product knowledge. Like all retail managers, they must show strong leadership skills, and be able to show that they can motivate others and communicate effectively with people from all walks of life.  
 
It is essential that they enjoy dealing with people. They must be good managers of their own time and be confident and decisive in unpredictable situations. Personal qualities should include politeness, tact, and good listening skills. Customer services managers must have the ability to pay attention to detail, to plan and set priorities, and they should possess good analytical skills.  
 
A good level of general fitness is needed for this job.


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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.
Courses found: 5


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.

Courses found: 22