At a Glance
- Tasks: Lead a dynamic 35-person outbound call centre to drive high-quality appointments.
- Company: Fast-growing legal services business with a focus on Wills and Estate Planning.
- Benefits: Negotiable salary, performance bonuses, and clear career progression opportunities.
- Other info: Office-based in Derby with strong visibility and influence across the organisation.
- Why this job: Be at the heart of a growth engine and make a real impact in a leadership role.
- Qualifications: Experience leading high-volume contact centres and a data-driven mindset.
The predicted salary is between 60000 - 80000 £ per year.
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.
Head of Lead Generation Call Centre in Derby employer: SF Partners
SF Partners is an exceptional employer, offering a dynamic work environment in Derby where you can lead a high-performing team in the legal services sector. With a focus on employee growth and development, the company provides ample opportunities for career progression, alongside a competitive salary and performance-related bonus scheme. The culture promotes accountability and collaboration, ensuring that every team member feels valued and empowered to contribute to the firm's success.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Lead Generation Call Centre in Derby
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent achievements. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions and scenarios related to lead generation and team management. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest can keep you top of mind. And remember, apply through our website for the best chance at landing that dream job!
We think you need these skills to ace Head of Lead Generation Call Centre in Derby
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Head of Lead Generation Call Centre role. Highlight your experience in leading outbound contact centres and any relevant KPIs you've smashed in the past. We want to see how you can bring that magic to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're the perfect fit for this role. Share specific examples of how you've driven performance and improved conversion rates in previous positions. We love a good story!
Show Off Your Data Skills:Since this role is all about data-led decision making, make sure to showcase your analytical skills. Mention any tools or systems you've used to analyse performance data and how you've implemented improvements based on those insights. We’re all about that data-driven approach!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at SF Partners
✨Know Your Numbers
Before the interview, brush up on key performance indicators relevant to lead generation. Be ready to discuss how you've driven contact rates, conversion rates, and other KPIs in your previous roles. This shows you understand the metrics that matter.
✨Showcase Your Leadership Style
Prepare examples of how you've led teams in high-pressure environments. Highlight your hands-on approach and how you've coached team members to improve performance. This will demonstrate your fit for a senior leadership role.
✨Understand the Data
Familiarise yourself with data-led decision-making processes. Be prepared to discuss how you've used data to drive improvements in lead quality and conversion rates. This will show that you can own the end-to-end outbound lead strategy effectively.
✨Engagement is Key
Think about ways you've improved team engagement and reduced attrition in past roles. Share specific strategies you've implemented to create a culture of accountability and development. This will resonate well with their focus on team performance.
