Senior and executive search across customer operations, CX and contact centres.
Liverpool (office based, full time) · £70,000 base plus performance bonus
Lead a high-volume outbound operation that is scaling fast, with full ownership of performance, the commercial numbers behind it, and the people who deliver them.
The function is being built from the ground up. The team dials at pace across B2B and retention campaigns, and the brief is growth: more conversations, sharper conversion, a tighter cost per acquisition, and output that improves week on week. New dialler technology and reporting are coming in to give a live view of performance. This role turns a floor of dials into a predictable commercial engine, and owns the number that proves it.
What you'll own
- Transformation of the whole function, from process and scripting through to dialler platforms, data and the reporting that drives daily decisions
- The commercial plan: targets, forecasting, cost per acquisition, and the P&L lines you move
- Outbound performance across a multi-seat centre, measured on volume, conversion and revenue
- The campaign mix, B2B outbound alongside retention and renewals, so revenue holds as well as grows
- Hiring, coaching and performance management of team leaders and agents at scale
You get the budget, the headcount and the authority to build this properly, and you're trusted to make the calls that get it there.
Our ideal applicant
- A leader currently running a high-volume outbound or contact centre operation, ideally 50 seats and up
- Commercial ownership measured on revenue: you have carried a number and hit it
- Has transformed a function rather than inherited a good one, with new process, new tech and better output to show for it
- Fluent in dialler platforms, workforce planning and the reporting that runs a floor day to day
- Spans B2B and retention, and would rather build the engine than run one that already works
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Head of Outbound Sales in Liverpool employer: Frey Consulting Group
As the Head of Customer Service at our dynamic consumer retail company in Greater Manchester, you will thrive in a fast-paced environment that values excellence and innovation. We offer a supportive work culture that prioritises employee development through cross-training and performance management, ensuring you have the tools to lead a high-performing team. With competitive compensation and a commitment to maintaining a positive workplace atmosphere, we are dedicated to fostering your growth while delivering exceptional service to our diverse customer base.
