Customer Liaison Officer

Role overview

The Customer Liaison Officer is a field-facing retention specialist role designed to lower customer loss for Greyhound Recycling. The person in this position acts as the company’s on-the-ground representative, spending time in areas with elevated churn, speaking directly with customers who may be at risk of leaving, handing out approved partner offer postcards, watching competitor activity, and sharing live market intelligence with the sales and retention teams.

This is not an office-based administrative post. It is a commercially focused, target-driven role with a clear effect on monthly revenue.

Key responsibilities

• Spend most of the working day in the field, covering postcodes and streets where churn is highest.
• Carry out proactive visits rather than waiting for issues to arise, focusing on high-churn areas such as D24, K78, D6, D8, D17, D22, and D12.
• Meet customers at the doorstep when they have been flagged on the PSI daily worklist as being at risk of cancellation or showing no-contact churn signals.
• Distribute approved partner postcards from Yuno Energy and Vodafone only to existing Greyhound customers.
• Address pricing concerns, service complaints, and competing offers in the moment using approved rebuttals and retention options.
• Complete same-day CRM entries for every successful retention save and customer interaction.

New build site visits and follow-up

• After Greyhound secures a new commercial or residential development, make the first contact with residents and site representatives.
• Visit new developments within two weeks of service launch to meet site managers, building managers, and estate agents and confirm how services will operate.
• Introduce new residents to Greyhound’s service, including welcome materials, collection timetables, and contamination guidance.
• Spot any access or service problems early and raise them before they turn into complaints.
• Collect resident contact details on an opt-in basis for onboarding communication.
• Develop working relationships with letting agents and landlords in new developments to support future referrals.
• Report any service gaps, access barriers, or competitor presence seen on site.

Old debt and service recovery

• Work through the old debt worklist, which includes 5,083 flagged accounts, and contact customers with outstanding balances before those debts are written off.
• Agree suitable repayment arrangements where needed, working together with Finance.
• Visit customers who have unresolved service complaints and are at risk of churning, using face-to-face engagement to help resolve issues.
• Escalate unresolved operational problems directly to the appropriate operations team.

Partner offer distribution

• Bring and hand out physical postcards during every doorstep visit.
• Clearly explain partner offers in a compliant manner, making it clear that the offer is for current Greyhound customers only.
• Record postcard distribution after each visit in the daily log and track uptake by area.
• Submit a monthly update to Marketing covering postcard uptake and offer redemptions.

Reporting and performance

• Keep CRM records accurate and updated every day, including visits, retention outcomes, customer conversations, service issues, and promotional activity.
• Prepare weekly reports summarising retention performance, customer feedback, competitor activity, debt-related engagement, service escalations, and emerging trends.
• Create monthly management reports on performance against retention goals, revenue retained, competitor intelligence, customer engagement, and recommended future focus areas.
• Track churn drivers, competitor behaviour, and service patterns, then convert that information into practical recommendations for the business.
• Meet agreed targets for retention, customer engagement, and reporting, while ensuring all reporting is completed accurately and on time.

Role nature

This is a commercial, target-bearing position. Performance is reviewed monthly against retention, engagement, reporting, and related KPIs.

Location

Clondalkin, Dublin, County Dublin, Ireland.