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.