Most commonly reported Work Activities

•   Interacting With Computers Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
•   Getting Information Observing, receiving, and otherwise obtaining information from all relevant sources.
•   Communicating with Persons Outside Organisation Communicating with people outside the organisation, representing the organisation to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
•   Communicating with Supervisors, Peers, or Subordinates Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
•   Establishing and Maintaining Interpersonal Relationships Developing constructive and cooperative working relationships with others, and maintaining them over time.
•   Documenting/Recording Information Entering, recording, storing, or maintaining information in written or electronic/magnetic form.
•   Performing for or Working Directly with the Public Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
•   Processing Information Compiling, coding, categorising, calculating, tabulating, auditing, or verifying information or data.
•   Identifying Objects, Actions, and Events Identifying information by categorising, estimating, recognising differences or similarities, and detecting changes in circumstances or events.
•   Monitor Processes, Materials, or Surroundings Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.

Working Life

A telephonist connects an organisation's incoming and outgoing calls through a switchboard. The work can be hectic when several people 'phone at the same time. When the switchboard is busy, the telephonist needs to work calmly but react quickly and efficiently. They frequently need to use initiative because the caller may not be sure whom they need to contact or who is responsible for dealing with their enquiry. Sometimes callers can be distressed or aggressive.  
 
The job may involve answering enquiries, helping callers to find out whom they need to speak to, taking messages, or paging someone. In a large company, a telephonist may arrange telephone conference facilities. This enables a group of busy executives to 'meet' together, not in person but by using their telephones.  
 
Telephonists must understand the structure of the organisation, especially the names and responsibilities of employees. In some firms, telephonists also have reception duties. They may operate a fax or telex machine, and have typing or word processing tasks.  
 
This work normally involves sitting down much of the time and wearing a headset. Telephonists may work alone in a small company or with a group of other telephonists in a large company or exchange. Some telephonists work on directory enquiries, using a computer to find numbers when callers give a name and town. If working on emergency calls, they put callers through to the police, fire or ambulance.

Most commonly reported Work Tasks

• Answer incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary.
• Operate communication systems, such as telephone, switchboard, intercom, two-way radio, or public address.
• Page individuals to inform them of telephone calls, using paging or interoffice communication equipment.
• Relay or route written or verbal messages.
• Place telephone calls or arrange conference calls as instructed.
• Perform various data entry or word processing tasks, such as updating phone directories, typing or proofreading documents, or creating schedules.
• Process incoming or outgoing mail, packages, or deliveries.
• Perform administrative tasks, such as accepting orders, scheduling appointments or meeting rooms, or sending and receiving faxes.
• Record messages, suggesting rewording for clarity or conciseness.
• Monitor alarm systems to ensure that secure conditions are maintained.

Further Information

• Telephonist-Switchboard Operator- from: N.C.S. [UK]

This occupation is typically suited for people with the following Career Interests:

 Administrative

Administrative people are interested in work that offers security and a sense of being part of a larger process. They may be at their most productive under supervisors who give clear guidelines and while performing routine tasks in a methodical and reliable way.

They tend to enjoy clerical and most forms of office work, where they perform essential administrative duties. They often form the backbone of large and small organisations alike. They may enjoy being in charge of office filing systems, and using computers and other office equipment to keep things running smoothly. They usually like routine work hours and prefer comfortable indoor workplaces.

 Enterprising

Enterprising people like situations that involve using resources for personal or corporate economic gain. Such people may have an opportunistic frame of mind, and are drawn to commerce, trade and making deals. Some pursue sales and marketing occupations. Many will eventually end up owning their own business, or in management roles in larger organisations. They tend to be very goal-oriented and work best when focused on a target. Some have an entrepreneurial inclination.

 Social

The Social person's interests focus on interacting with the people in their environment. In all cases, the Social person enjoys the personal contact with 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.

Salary Range (thousands per year)* €18k - €32k

Data Source(s):
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.

View Salary information from Indeed.ie
Note: data not aways available

Note: The following information relates to occupations that include: Records clerks and assistants, Library clerks and assistants, Human resources administrative occupations, Sales administrators, Other administrative occupations n.e.c.

This information has been derived from the Solas National Skills Bulletin (2024).

Employment levels have been static since 2021 with the higher-than-average growth rate relating to earlier in the five-year period. This is the largest of the administrative occupations, with employment spread across all sectors of the economy. The small number of mentions of difficult-to-fill vacancies in the Recruitment Agency Survey related to site administration roles with Skills for Growth data also noting issues with recruitment for general office admin roles.

A high volume of recent job hires suggests job churn is occurring, and with a high share of those employed aged 55 years or over, job opportunities are likely to arise even without any employment growth due to replacement demand alone.