Full job descriptionPerformance & 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.