Escalation Handling

About this task

This Home-goods retailer with 40 stores (501–1,000 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 same kind of work comes back every month, so the company prefers one person with an hours cap over ad-hoc requests. It is a retailer with stores and an online channel, and the team works to a weekly trading rhythm.

The company prefers a person who can come to Warrington for kickoff and the final review; the rest is remote. Evenings or weekends are fine, as long as the agreed weekly output is there. About 1 hour a week should overlap with the team's day (UK time).

What you deliver

• Take over 20 escalated tickets over a month, resolve them with the customer and write down what to change.
• A month-end summary with hours used against the cap
• A running log of open questions, reviewed at the start of each week
• The monthly list of items completed, each with a link to the result

What a month looks like

• Week 1: intake call and a list of what is due this month
• Weeks 2 and 3: items completed in short sessions
• Week 4: month-end summary and the list for next month

Duration: 6 months, with a monthly hours cap. Accepted when the output matches the agreed checklist and the sample check passes; the recruiter confirms by e-mail.

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 North 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 North 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.