Anna Niemczewska

• Manage high-volume caseload of complex and sensitive ER matters, including disciplinary, grievance, appeal, absence, medical capability, performance and flexible working cases.
• Proactively managing large caseload and ensuring all queries are responded to in line with agreed SLAs wherever possible.
• Provide consistent, pragmatic and risk-assessed advice to line managers and stakeholders, ensuring decisions are aligned with company policy, employment legislation and business requirements.
• Coach managers through formal processes, helping them build confidence, ownership and capability in handling employee relations concerns effectively.
• Draft comprehensive correspondence, recommendations, investigation summaries and outcome letters with clear, balanced and appropriate tone.
• Work closely with HRBPs, Occupational Health, medical teams, operational leaders and Trade Union representatives to support fair, sustainable outcomes.
• Manage Employee Relations inbox, triaging employment-related queries, assessing risk, escalating concerns where appropriate and maintaining service levels.
• Maintain accurate case records, trackers and reports, identifying trends, emerging risks and opportunities to improve process consistency and colleague experience.
• Support training, knowledge-sharing and continuous improvement activity to strengthen ER practice and promote positive employee relations climate.

• Delivered HR advisory service to managers and employees, supporting sensitive employee relations matters through to resolution.
• Investigated concerns, gathered information, assessed risk and provided practical recommendations to support effective decisions.
• Prepared accurate communications relating to contractual changes, flexible working, performance, absence and employee lifecycle matters.
• Produced monthly HR reports, reviewed data and highlighted improvement opportunities relating to compliance, service delivery and stakeholder experience.
• Coached and trained colleagues and managers, supporting consistent handling of people matters and improved confidence in HR processes.
• Promoted positive work culture by addressing employee grievances in timely manner.
• Conduced exit interviews to gather feedback for process improvements.
• Established clear lines of communication between employees and management; resolved misunderstandings promptly.
• Facilitated training sessions to improve staff competency and performance levels.
• Drafted, revised and communicated company policies; ensured adherence at all levels across organisation.

• Advised client management teams on employment, employee relations and operational matters, providing clear, commercially aware and risk-assessed guidance.
• Supported investigation and case closure activity in line with policy, legislation and business needs.
• Built trusted relationships with stakeholders through professional communication, practical recommendations and collaborative problem-solving.
• Delivered training and contributed to projects designed to improve people processes and organisational capability.
• Collaborated with hiring managers to define job requirements and specifications.
• Advised on employment legislation to maintain compliance within organisation.

• Managed complex customer enquiries and complaints, ensuring timely resolution and positive customer experience.
• Acted as customer advocate, representing customer feedback and concerns to influence service improvements and business decisions.
• Investigated customer issues by gathering information from multiple stakeholders and identifying root causes.
• Built and maintained strong relationships with customers and internal departments to achieve effective outcomes.
• Analysed customer feedback, survey results, and service trends to identify opportunities for continuous improvement.
• Delivered tailored solutions to resolve customer concerns whilst balancing business objectives and customer expectations.
• Monitored customer satisfaction metrics and prepared reports highlighting trends, risks, and improvement opportunities.

• Acted as first point of contact for customers, responding to enquiries and ensuring professional and positive customer experience.
• Managed customer communications via telephone, email, and face-to-face interactions, providing accurate information and timely support.
• Handled customer feedback, concerns, and complaints, ensuring issues were resolved efficiently and escalated where appropriate.
• Built positive relationships with customers and stakeholders, maintaining customer-focused approach at all times.
• Coordinated appointments, meetings, and service requests to ensure seamless customer journey.
• Maintained accurate records and customer information, ensuring confidentiality and compliance with company standards.

• Led member experience across customer-facing departments, managing escalated complaints, sensitive concerns and service recovery activity.
• Analysed member feedback, complaints and service trends to identify root causes, support retention and implement improvement actions.
• Managed reception, membership, maintenance and cleaning teams, promoting service consistency, accountability and positive team performance.
• Coordinated member engagement during operational change, ensuring feedback was heard, concerns were addressed and expectations were managed.

• Supported day-to-day hotel operations across departments, balancing guest experience, operational performance, brand standards and team effectiveness.
• Led complaint resolution, including escalated guest concerns, social media feedback and IHG guest relations matters.
• Worked with Heads of Department to improve training, compliance, performance and service consistency.
• Supported team engagement, development, payroll activity and employee relations matters within fast-paced operational environment.