The Customer Liaison Officer is a frontline retention role created to directly reduce customer churn at Greyhound Recycling. The CLO acts as Greyhound’s eyes and ears in the field — visiting high-churn areas, engaging at-risk customers directly, distributing partner offer postcards, monitoring competitor activity, and feeding real-time intelligence back to the sales and retention teams.
This is not an administrative role. It is a commercially driven, target-bearing position with a direct impact on Greyhound’s monthly revenue line.
Key Responsibilities
Field-Based Customer Retention
· The CLO will spend the majority of their time in the field, visiting postcodes and streets with elevated churn rates. This is proactive, not reactive.
· Conduct regular field visits to high-churn postcodes: D24, K78, D6, D8, D17, D22, D12.
· Doorstep engagement with at-risk customers flagged on the PSI daily worklist.
· Respond to ghost churn signals — visit customers showing zero-contact cancellation behaviour before they lapse.
· Carry and distribute partner offer postcards (Yuno Energy, Vodafone) exclusively for current Greyhound customers.
· Handle objections on price, service, and competitor offers in real time — equipped with approved rebuttals and retention offers.
· Process on-the-spot retention saves — record in CRM same day.
New Build Site Visits & Business Win Follow-Up
When Greyhound wins a new commercial or residential development contract, the CLO is the first point of contact with new residents and site operators. This is a proactive acquisition and early-retention function.
· Visit new build sites within 2 weeks of Greyhound service going live.
· Meet with site management, building managers, and estate agents to confirm service arrangements.
· Introduce Greyhound’s service to new residents — welcome packs, collection schedules, contamination guidelines.
· Identify and flag any service or access issues before they generate complaints.
· Capture new resident contact details (opt-in) for onboarding communications.
· Build relationships with letting agents and landlords in new developments for ongoing referrals.
· Report back: any service gaps, access issues, or competitor presence on site.
Competitor Intelligence
· Monitor competitor door-to-door activity in real time.
· Record competitor pricing, offers, and sales tactics encountered in the field.
· Report any competitor campaigns targeting Greyhound postcodes — trigger immediate retention response.
· Document new competitor build contracts or tender wins.
· Feed intelligence to Sales Manager weekly — update the Competitor Pricing Report.
Aged Debt & Service Recovery
· Work from the aged debt worklist (5,083 flagged accounts) — engage customers with outstanding balances before they escalate to write-off.
· Negotiate and agree payment arrangements where appropriate — in conjunction with Finance.
· Visit customers with open service complaints that are at churn risk — deliver resolution in person.
· Escalate unresolved service issues directly to the relevant operations team.
Partner Offer Distribution
· Carry and distribute physical postcards at every doorstep visit.
· Explain partner offers clearly and compliantly — “current Greyhound customers only.”
· Record distribution per visit in daily log — capture uptake by area.
· Monthly report to Marketing on postcard uptake and offer redemption rates.
Reporting & KPI’s
· Maintain accurate daily CRM records and activity reporting, including customer visits, retention outcomes, customer interactions, service issues and promotional activity.
· Produce weekly performance reports summarising retention results, customer feedback, competitor activity, aged debt engagement, service escalations and emerging market trends.
· Prepare monthly management reports outlining performance against retention targets, revenue retained, competitor intelligence, customer engagement activity and recommendations for future focus areas.
· Monitor and analyse customer churn drivers, competitor activity and service trends, providing actionable insights to support retention and business performance.
· Achieve agreed retention, customer engagement and reporting KPIs while ensuring all reporting is completed accurately and within required deadlines.
· The CLO role is a target-bearing commercial position. Performance will be reviewed monthly against the following KPIs
Pay: From €30,000.00 per year
Benefits:
- Bike to work scheme
- Company pension
- On-site parking
- Work from home
Application question(s):
- Are you legally entitled to work full time
in Ireland?
- What is your notice period with your current employer?
Experience:
- similar role: 1 year (preferred)
Work Location: On the road
