Katarzyna Kania

Customer-focused lead and junior manager with 16+ years' UK experience delivering excellent service across retail, facilities, catering and contract roles. Strong record of leading teams, improving customer satisfaction and maintaining regulatory compliance in fast-paced, multi-stakeholder environments (hospital trusts, national retail/financial networks, supply/distribution). Confident communicator who builds customer loyalty, coaches teams to higher performance and resolves operational issues with attention to detail.

Contract Lead at Wolseley Ltd (Plumb & Parts Centre) (2024-08 – Present)

• Manage customer schedules and fulfilment to ensure orders are delivered on time and in full, act as primary point of contact for customer queries.
• Build strong customer relationships to increase loyalty and share of wallet; support sales teams with quotes and product-mix suggestions.
• Monitor branch stock levels and review CBR profiles to ensure van/branch availability aligns with customer demand and upcoming projects.
• Support Branch Manager with all administrative and operational activities.
• Support promotional activity and collaborate with office/counter management to enhance customer experience.

Contract Coordinator at Wolseley Ltd (Fusion Utilities Hire/Infrastructure) (2022-07 – 2024-07)

• Processed client orders coordinated exchange schedules and managed enquiries via phone and email to ensure high service levels.
• Liaised with customers and engineers to organise deliveries, resolve issues and support project schedules.
• Proactively resolve customer issues, consistently striving to exceed service level expectations.

Retail Manager at ISS Mediclean Ltd / Luton & Dunstable University Hospital (2021-07 – 2022-02)

• Managed a hospital restaurant team of 10, setting objectives, delivering training and enforcing food safety standards.
• Analysed sales data and implemented action plans and promotions to drive sales and improve customer satisfaction.
• Ensured all activity complied with the company Food Safety Management System and HACCP requirements.

Housekeeping Senior Supervisor at ISS Mediclean Ltd / Engie Ltd (2019-07 – 2021-07)

• Supervised catering for 26 patient ward kitchens, 100+ ward hostesses and 7 catering supervisors, ensuring consistently high patient service.
• Recruited, trained and developed staff, managed performance, absence and disciplinary processes.
• Worked closely with Trust matrons and ward managers to meet patient dietary requirements and operational needs.
• Led monitoring audits, ensured HACCP documentation accuracy and supported manager duties when required.

Catering Auditor at Engie Ltd (2018-05 – 2019-07)

• Performed daily quality checks against the Food Safety Management System across wards; reported non-compliance and drove remediation.
• Liaised with clinical and management teams to implement best practice and follow-up actions.
• Created and reviewed audit reports and supported training and recruitment of food handlers.

Branch Team Leader / Interim Business Branch Developer at One Money Mail Ltd (2016-12 – 2018-01)

• Led a team of 12 delivering financial services under FCA anti-money laundering regulations.
• Recruited, trained and implemented branch development and optimisation projects to improve customer service and financial performance.
• Managed health & safety, sales targets and branch reporting across a network of sites.

Junior Cashier at One Money Mail Ltd (2016-03 – 2017-11)

• Face-to-face customer service, money transfers, customer reactivation.

Resourcer / Branch Administrator at Templine (2016-05 – 2016-11)

• Candidate sourcing, compliance, new-starter processing and branch administration.

Master's degree in Management with Human Resource Management specialisation – Janski, Poland (2024)

Undergraduate degree course in Economy with Human Resource Management specialisation – WSE, Poland (2023)

Level 3 ILM Diploma in Leadership & Management (2016)