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.

• 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.