Customer Liaison Officer
Greyhound Recycling
Clondalkin
Role Overview
The Customer Liaison Officer is a frontline retention role created to reduce customer churn at Greyhound Recycling directly. 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 by visiting 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 the record in CRM the 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, and 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.
Old Debt & Service Recovery
Work from the old debt worklist (5,083 flagged accounts) engage customers with outstanding balances before they escape to write-off.
Negotiate and agree payment arrangements where appropriate in conjunction with Finance.
Visit customers with open service complaints who are at churn risk and deliver in-person resolution. 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 the daily log capture uptake by area. Monthly report to Marketing on postcard uptake and offer redemption rates.
Reporting & KPIs
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, 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.
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