Marc Noga

Customer Service Manager @Thames Water

Swindon, GB

Customer Service Manager (step-up Operational Manager)(Thames Water Utilities) Present Employer • Currently responsible for all new employees entering the business, embedding training, educating agents on best practice and knowledge before they onboard to their team • Stepping up and senior operations manager covering absence and annual leave responsible for performance of department and management team• A lead and mentor to managers within the First Contact Resolution • Liaison for sourcing team, learning and department and internal stake holder managers before they receive their staff • Increased quality scores for all new starters from a self-developed onboarding programme • Responsible for day-to-day HR and performance management of cira 30 staff members • Developed and deployed management upskill training • performance of the new starters has shown a 20% increase in performance following my onboarding initiative