Performance & Standards Manager

Performance & Standards Manager

Location: Olney, Buckinghamshire

Salary: £40,000-£50,000 DOE

Working Hours: Monday to Friday, 8:00am-5:30pm

Job Type: Full-time, permanent

About the Role

We are looking for an experienced Performance & Standards Manager to take ownership of performance, productivity and professional standards across sales and collections teams.

This is a hands-on role suited to someone who has worked in a similar position and is confident carrying out regular floor walks, monitoring calls, reviewing employee performance and ensuring teams consistently meet the required standards.

You will play a key role in maintaining a productive, professional working environment, identifying areas for improvement and holding individuals accountable for their performance.

Key Responsibilities

• Carry out regular floor walks to monitor employee activity, productivity, professionalism and adherence to expected standards.




• Listen to and assess calls to monitor quality, performance, conduct and compliance with company procedures.




• Monitor individual and team KPIs, identifying performance gaps and areas for improvement.




• Challenge poor performance and address issues around productivity, attitude, conduct and professionalism.




• Provide feedback and coaching to improve call quality, behaviours and overall team performance.




• Monitor attendance, punctuality and adherence to company policies and procedures.




• Work closely with sales and collections managers to improve results, accountability and operational efficiency.




• Identify recurring performance issues and implement appropriate improvement plans.




• Maintain accurate records of performance reviews, observations and actions taken.




• Report key findings, concerns and progress to senior management.




• Promote a positive, professional and results-focused working environment.

Essential Requirements

• Proven experience in a similar performance, quality assurance or operational management role.




• Strong experience within a sales, collections, contact centre or other target-driven environment.




• Previous responsibility for conducting floor walks, monitoring calls or carrying out quality and performance checks.




• A demonstrable track record of monitoring KPIs and improving individual and team performance.




• Experience addressing underperformance, challenging behaviours and maintaining professional standards.




• Confident communication and coaching skills, with the ability to deliver constructive feedback and have difficult conversations.




• Strong organisational skills and the ability to identify issues, take ownership and follow through on actions.




• A proactive, hands-on approach with high expectations of performance and professionalism.




• Previous experience in a similar performance management, quality or operational management role is essential

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