Job Description:

Head of Lead Generation Call Centre
Derby - Office Based
Salary Negotiable + Bonus Scheme | Permanent

SF Partners are working exclusively with a fast-growing legal services business specialising in Wills, LPAs, Probate and Estate Planning to recruit a Head of Lead Generation Call Centre.

This is a senior leadership role responsible for a 35-person outbound contact centre that drives appointments into the firm's branch network. The function works warm, high-intent data sets including existing clients and acquired will-bank customers, making this a high-volume but quality-led outbound environment.

Reporting into the COO, the successful candidate will own the performance, strategy, and leadership of the entire lead generation operation, with accountability for conversion, productivity, data quality, and customer engagement outcomes.

The Opportunity

This is a key operational and commercial leadership role within the business, sitting at the heart of the growth engine. The successful candidate will be responsible for ensuring the contact centre consistently converts high-quality leads into booked and attended appointments, while improving efficiency, reducing attrition, and strengthening overall team performance.

This role requires a visible, hands-on leader who is confident operating on the sales floor, coaching teams directly, and driving performance through data-led decision making.

Key Responsibilities

• Commercial Performance & Sales Leadership
• Lead a 35-person outbound contact centre operation including Managers and Team Leaders
• Own core KPIs including contact rates, appointments booked, booked-to-sat ratio, and cost per acquisition
• Drive daily performance across the sales floor through coaching, feedback, and live management
• Analyse performance data and implement immediate improvements where required
• Embed a high-performance, compliant, and customer-focused sales culture
• Lead Strategy & Data Ownership
• Own the end-to-end outbound lead strategy across all customer and will-bank data sets
• Define call prioritisation, segmentation, and campaign sequencing
• Lead data cleansing initiatives to improve contactability and conversion rates
• Monitor and report on lead quality metrics and pipeline performance
• Continuously improve data integrity and campaign effectiveness
• Capacity Planning & Operational Alignment
• Work closely with the wider branch network to align appointment flow with advisor capacity
• Forecast demand and manage outbound capacity planning across teams and shifts
• Ensure efficient use of dialler systems, workforce planning tools, and resource allocation
• Balance supply and demand to optimise booked and attended appointment volumes
• Leadership & Team Development
• Lead, coach, and develop the Call Centre Manager and Team Leaders
• Build strong progression pathways across the contact centre structure
• Reduce attrition and sickness through improved engagement and leadership visibility
• Manage performance consistently, fairly, and proactively
• Create a strong culture of accountability, ownership, and development

About You

We are keen to speak with candidates who have:

• Proven experience leading a high-volume outbound contact centre (30+ FTE)
• Strong track record of delivering against sales and performance KPIs
• Hands-on leadership style with experience coaching teams and managers
• Strong commercial and analytical capability with a data-led mindset
• Experience improving conversion rates, contactability, or operational efficiency
• Background in regulated, sales-led, or high-volume environments (legal, financial services, insurance, utilities, telecoms etc.) advantageous
• Strong understanding of CRM, dialler systems, and workforce planning tools

Package

• Salary: Negotiable
• Performance-related bonus scheme
• OTE available subject to performance
• Career progression within a growing and evolving business
• Office-based role in Derby HQ
• Senior leadership visibility and influence across the organisation

Apply for a confidential discussion regarding this opportunity, please contact SF Partners directly.