Most commonly reported Work Activities

• 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.
• Getting Information Observing, receiving, and otherwise obtaining information from all relevant sources.
• Identifying Objects, Actions, and Events Identifying information by categorising, estimating, recognising differences or similarities, and detecting changes in circumstances or events.
• Evaluating Information to Determine Compliance with Standards Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
• Communicating with Supervisors, Peers, or Subordinates Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Handling and Moving Objects Using hands and arms in handling, installing, positioning, and moving materials, and manipulating things.
• Interacting With Computers Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
• Processing Information Compiling, coding, categorising, calculating, tabulating, auditing, or verifying information or data.
• 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.
• Updating and Using Relevant Knowledge Keeping up-to-date technically and applying new knowledge to your job.

The Work

• Handle customer queries received via multiple channels, across a variety of product offerings for both Business to Business (B2B) and Business to Consumer(B2C) customers, including Banking customers, Postmobile customers and Mails and Parcels customers.
• Understand and respond to customer needs both stated and unstated and ensure that the response is dealt with appropriately to exceed the customer’s expectations, delivering high-quality customer service.
• Be a customer advocate for driving change which enhances customer experience on every interaction.
• Escalate any customer concerns, issues or opportunities appropriately to the team leader for further support to maintain a high of quality service.
• Work as a part of a dynamic and continuously evolving team and support the team to meet their daily team standards.
• Actively engaged and complete all ongoing trainings to meet compliance and cross skilling requirements.
• Be able to coach up; to escalate any customer concerns, issues or opportunities to the management team to improve opportunities, reduce defects and bring higher engagement from customers, colleagues and stakeholders.
• Display personal ownership in handling all customer queries, connecting with other teams and using all available resources to achieve First Contact Resolution on every contact.
• Capture detailed notes on the customer contact to update the An Post Customer Relationship Management system to provide insights to our customers’ experiences.
• Work closely with all other relevant An Post sections, Delivery Service Units’ staff and external partners, always keeping customers first.

Most commonly reported Work Tasks

• Weigh letters and parcels, compute mailing costs based on type, weight, and destination, and affix correct postage.
• Check mail to ensure correct postage and that packages and letters are in proper condition for mailing.
• Sort incoming and outgoing mail, according to type and destination, by hand or by operating electronic mail-sorting and scanning devices.
• Obtain signatures from recipients of registered or special delivery mail.
• Answer questions regarding mail regulations and procedures, postage rates, and post office boxes.
• Transport mail from one work station to another.
• Sell and collect payment for products such as stamps, prepaid mail envelopes, and money orders.
• Keep money drawers in order, and record and balance daily transactions.
• Register, certify, and insure letters and parcels.
• Complete forms regarding changes of address, or theft or loss of mail, or for special services such as registered or priority mail.

Further Information

• Post Office - Customer Service Agent - from: N.C.S. [UK]
• Post Office - Customer Service Agent - from: An Post

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.

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.

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.

This is an entry level position within An Post, and they do not necessarily require a specific background, but they look for:

• Customer & quality focused Building & maintaining relationships 
• Communications 
• Attention to detail 
• Critical thinking and analytical skills
• Data driven 
• Flexibility to work in different areas and learn new skills.

All retail and customer service experience will also be an advantage, as will a qualification in sales or customer service via [FET] Further Education & Training Centres 

Training & Development

FET Traineeship business admin & office procedures NFQ level 5 search our FET Coursefinder 

FET Post Leaving Cert business admin, office procedures, custoemr service NFQ level 5 Search our FET PLC Coursefinder

Professional Development

There are excellent career progression opportunities in An Post, and they have both graduate development programmes and mentorship programmes.

The skills you develop as a post office customer service agent will also be transferrable to a wide range of customer service roles. There are also options to open your own Post office branch An Post Careers.

Last Updated: March, 2023

Salary Range (thousands per year)* €26k - €39k

Salaries Vary by employer, location, role, duties, shift pattern, and experience.

Data Source(s):
Anpost/ Gov.ie/ Glassdoor/ Indeed/ Payscale

Last Updated: February, 2024

* 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

This information has been derived from the Solas National Skills Bulletin (2023).

The strong employment growth rate is in part related to changes in the Labour Force Survey in 2017; although employment increased marginally between 2020 and 2021, it remained unchanged in 2022. Most are employed in the transport sector. Automation may reduce the future demand for some roles in this occupation, although increased online shopping since the onset of COVID-19 has seen demand for couriers and postal services persist.

• An Post

  • Post Offices Division, G.P.O., Dublin 1
  • (01) 705 7000
  • Click Here