Escalation Handling

About this task

This electronics manufacturer supplying medical devices (1,001–5,000 employees) is looking for a director Customer Support Manager for a monthly bundle of recurring tasks, 8–16 h a month. A calm owner for the difficult cases.

The company wants one reliable owner for a list of small jobs instead of five different people. It manufactures physical products, and the office team works to month-end and plant schedules.

The team sits in Plymouth. Everything can be done remotely; an occasional visit is welcome and never required for the first month. Most people do this on weekday evenings; replies inside the working day are not expected.

What you deliver

• Take over 20 escalated tickets over a month, resolve them with the customer and write down what to change.
• A running log of open questions, reviewed at the start of each week
• A month-end summary with hours used against the cap
• A named list of items moved to next month, so nothing is lost

What a month looks like

• Start of month: the company shares the items and the priorities
• Mid-month: progress check of 15 minutes
• Month end: hours used against the cap, results and open items

Duration: 6 months, with a monthly hours cap. Accepted on the company's written OK. If something is missed, you fix it in the same week at no extra charge to either side.

Tools

How you get paid

• The company prepays Deftridge before your first hour, so payment does not depend on a late invoice.
• Deftridge pays you in GBP after the company confirms the hours or the deliverable. The payment date is written in your task agreement.
• You work as an independent contractor: you report your own income, and your recruiter sends the statements your accountant needs.
• You never chase the company. Questions about money go to Deftridge.

What happens after you say you're interested

1. Within one working dayA recruiter writes to you to confirm your hours and the rate you want.
2. You agree the rateYou and the recruiter fix an exact rate inside the company's range. You decide whether to go ahead.
3. With your written OKThe company sees the anonymous profile below. Most companies answer within three working days.
4. StartYou sign the task agreement and the company's confidentiality terms through Deftridge, and begin on the date above.

What the company sees about you

First name, field, experience, tools and the hours you offer. Not your surname, your employer or your contact details.

How this rate compares

The midpoint of this range, £30 an hour, is in line with the median director Customer Support Manager rate in South West (£30). The shaded band is the 25th to 75th percentile of the market.

All Customer Support Manager jobs in United Kingdom · Customer Support Manager rates in South West · Operations & Assistance jobs

Questions about pay and privacy

The rules are the same for every task. Pricing explains the 15% fee, prepayment and when you are paid; How it works covers matching, what the company sees and side work next to a job.