Performance & Standards Manager in Bedfordshire
Posted by Pro Staff Recruitment Ltd
£40,000 – £50,000 a year
Bedfordshire · Permanent
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.
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