Head of Telesales & Contact Centre

Estate Planning | Wills, Trusts and LPAs

Location: Hybrid — South East London / Tunbridge Wells area, with flexibility for the right candidate

Employment type: Permanent, full-time

Salary: Market-related, dependent on experience, plus performance-related bonus/incentive

Build a sales function that makes a real difference

InHeritage (previously Redstone Wills) is a leading UK estate-planning business, helping people protect their families, assets and wishes through Wills, Will Trusts and Lasting Powers of Attorney (LPAs).

We are investing in our next stage of growth and are looking for an ambitious, hands‑on Head of Telesales & Contact Centre to build, lead and improve our inbound and outbound telephone sales capability.

This is not simply a role managing an established team. It is an opportunity for someone who enjoys creating structure from the ground up: designing the customer journey, recruiting and developing a high-performing team, building performance disciplines, and creating a sales operation that customers trust.

You will lead a consultative, quality‑led sales function supporting customers with important estate‑planning decisions. That means commercial drive must sit alongside empathy, clarity, regulatory awareness and excellent customer outcomes.

The opportunity

You will take ownership of the design and delivery of our telesales and contact‑centre function, covering both:

• Inbound opportunities: responding promptly and professionally to enquiries, following up leads, and ensuring customers receive clear guidance and a positive experience.
• Outbound sales: engaging warm new and existing customers, identifying appropriate opportunities for Will amendments, LPAs, Will trusts and related estate‑planning products, and progressing suitable sales through to completion.

Initially, you will be hands‑on: helping shape scripts, processes, reporting and training while personally supporting more complex calls and opportunities. As the function grows, you will recruit, coach and manage a high-performing internal team.

What you’ll be doing

• Build and lead an effective inbound and outbound telesales/contact‑centre function.
• Create the sales processes, call flows, scripts, follow‑up journeys and service standards that underpin a consistent customer experience.
• Recruit, onboard, train, coach and performance‑manage telesales colleagues as the team develops.
• Define and manage KPIs across lead response, call activity, contact rates, appointment or sales conversion, revenue, quality and customer outcomes.
• Ensure leads are prioritised, followed up consistently and managed effectively through the CRM.
• Work closely with marketing, operations and advisers to improve lead quality, handovers, customer journeys and conversion.
• Review calls, provide regular coaching and embed a quality‑assurance culture.
• Set up practical reporting and dashboards to give leadership clear visibility of performance, pipeline, conversion and opportunities for improvement.
• Take ownership of day‑to‑day sales performance, forecasting and capacity planning.
• Handle or support complex conversations and objections when needed.
• Ensure the team communicates clearly, fairly and professionally, particularly when dealing with older or potentially vulnerable customers.
• Maintain robust standards around data protection, consent, call recording, complaint handling and internal compliance processes.
• Continually test and improve messaging, call scripts, contact strategies and ways of working.

What you’ll bring

• Proven experience leading a telesales, contact‑centre, inside‑sales or telephone‑based customer acquisition team.
• A track record of building, improving or scaling a sales operation.
• Strong commercial awareness, including ownership of targets, conversion rates, revenue and sales forecasting.
• Demonstrable ability to recruit, train, motivate and performance‑manage telephone sales teams.
• Experience creating sales processes, KPIs, call scripts, coaching frameworks and quality‑assurance routines.
• A consultative, customer‑focused sales style with strong closing ability.
• Confidence using CRM and telephony systems to manage pipelines, performance and activity.
• Excellent communication skills, with the ability to explain complex products simply and build trust quickly.
• High standards of organisation, resilience and accountability.

Highly desirable

• Experience in Wills, trusts, LPAs, probate, estate planning, financial services, insurance or another regulated/advice‑led environment.
• Experience dealing with older customers or customers who may need additional support.
• Knowledge of data protection, compliant sales practices, vulnerable‑customer procedures and call monitoring.
• Experience working with Zoho CRM or comparable CRM systems.
• Experience in a growing SME or entrepreneurial business where you have had the freedom to build and improve.

Who you are

You are commercially driven, practical and energised by a challenge. You can move comfortably between strategic thinking and hands‑on delivery: one moment reviewing conversion data and designing a new process, the next coaching an adviser or taking a difficult customer call.

You will be excited by the prospect of building a team and leaving a visible mark on a growing business. You know that sustainable sales performance comes from strong people, clear processes, accurate data and a customer experience that earns trust.

What we offer

• A permanent, senior role with genuine scope to build and shape a new capability.
• Hybrid working, based around Southeast London / Tunbridge Wells
• Market‑related salary based on experience, plus performance‑related incentive.
• The chance to join a growing, purpose‑led estate‑planning business at an important stage of development.
• The autonomy to introduce ideas, systems and ways of working that improve sales performance and customer outcomes.
• Ongoing product, system and leadership support.

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