Job Description

About MCS

MCS (Microgeneration Certification Scheme) is the UK's national quality mark for small-scale renewable technology, such as solar panels and heat pumps. We're here to set standards and provide protection, giving consumers confidence to invest in renewable technologies to heat and power their homes and small businesses. Working with industry, MCS defines, maintains, and improves quality, by setting standards for low-carbon energy technology products, installers, and their installations.

Now is an exciting time to join MCS; especially as we plan to launch the redevelopment of the Scheme, which will have a greater focus on consumer protections, quality workmanship, and dispute resolution. 2023 was a record-breaking year for the small-scale renewables industry in terms of installation volumes and we look forward to continuing our vital role in driving forward the UK's progress towards Net Zero.

Our People

As an MCS employee, you will have the ability to demonstrate, understand and apply our company values. These are embedded in all roles across the business, and you should evidence these values as part of the application process:

We are expert We are open and inclusive We are innovative We are understanding We are principled We are passionate
We are a strong and ambitious team of nearly 80 and growing. People are at the heart of MCS and we empower each other, support each other, and work together to achieve our goals. From members of our team who are just starting their journey as an apprentice, to those who have worked in renewables for years, we have wide range of talents and expertise.

Why you'll love working for MCS

Aside from the exciting and challenging role, the people, our culture, and our mission, we have some amazing benefits that make MCS a pretty awesome place to work. Here's a few favourites among our team:

Our Team:

We are an energetic sociable and talented bunch who are super passionate about what we do and determined to make a difference. We are friendly, supportive, collaborative and we learn from each other every day.

Holiday:

25 days' annual leave per annum - increasing to 28 days with three years' service, and to 30 days with five years' service. Possibility to purchase additional days for the following calendar year.

Social Events:

Regular events in the office, dress-down Fridays, and more.

Wellbeing:

All employees have access to an Employee Assistance Programme, Optional access to

Medicash

- A healthcare plan with the highest level of cover. Access to Mental Health First Aider, up to 8 counselling sessions, helping to ensure every team member feels supported, healthy, and empowered both inside and outside of work.

Office treats:

Weekly provision of organic free fruit, breads, spreads, breakfast items, tea, coffee and soft drinks when working from the office.

Supportive HR Policies:

Enhanced Maternity, Paternity leave, sick leave, and emergency paid leave, life assurance 5 x your salary.

Grow with MCS:

Access to and support with continuous professional development.

Subscriptions:

Payment of one professional subscription per year

.

New Starters:

Welcome lunch with the CEO.

Company Pension

: 8% company contribution.

Working week:

37.5 hours Monday - Friday with flexible working options.

Salary Sacrifice Schemes:

We offer a range of salary sacrifice schemes--including Cycle to Work, EV leasing, and additional annual leave purchase--subject to individual eligibility criteria.

Free Parking

when working from the office.

Customer Experience team

You'll be joining a diverse team of passionate consumer champions who consistently deliver high levels of customer service and value going above and beyond to meet the needs of our customers.

We are now looking for a Customer Experience Administrator with a sharp eye for detail, accuracy, and consistency to help us deliver a high-quality onboarding and monitoring process for MCS certified installers. This is a vital administrative role where you'll be working through large volumes of data to check, verify and input information, supporting the smooth operation of the team and the wider organisation.

You'll provide essential admin support across the full installer journey and play a key role in keeping the wheels turning across the Customer Experience Department, ensuring all administrative tasks are completed promptly, accurately, and to a high standard. This includes supporting with case administration, data entry, reporting, meeting support, CRM updates, and correspondence handling.

You'll be confident using systems, organised in managing multiple tasks, and able to work at pace while maintaining accuracy. Experience in data handling, record-keeping, and following defined processes will be key to success in this role.

Key responsibilities:

Build and maintain constructive working relationships with installers, acting as a point of contact for data-related queries and supporting their understanding of compliance expectations.

Review installer-submitted data and provide clear, constructive feedback where inaccuracies or inconsistencies are identified.

Promote the importance of data integrity, helping installers understand how accurate data underpins their compliance and directly impacts obligations under the Clean Heat Market Mechanism (CHMM).

Support installers to address root causes of repeated data issues, encouraging improvements while ensuring accountability where progress is not made.

Communicate the critical importance of MCS certificates as formal records of compliance, reinforcing the professional and legal responsibilities attached to their accurate completion.

Challenge non-compliance appropriately, using evidence-based feedback and working closely with the wider Customer Experience and Scheme Management teams to escalate issues where necessary.

Process extended access requests for certificate amendments or updates in line with internal procedures and within agreed service level agreements (SLAs).

Maintain accurate contact information and installer records on the CRM, maximizing its effectiveness to enhance customer experience and operational efficiency.

Liaise with the Customer Support Helpdesk to resolve queries and share relevant installer information.

Provide administrative support across the wider Customer Experience function.

Work collaboratively across departments, particularly with the wider Customer Experience team and Scheme Management

Manage inbound and outbound communications (phone, email, post), including triaging and redirecting enquiries as appropriate.

Support with the preparation of reports, documents, meeting agendas, and minutes.

Assist in monitoring shared inboxes, ensuring queries are responded to or escalated promptly.

Schedule meetings, calls, and events, coordinating diaries and room bookings as required.

Maintain accurate records and documentation relating to installer onboarding, consumer outreach, complaints, and other core customer experience functions.

Contribute to the continuous improvement of administrative processes, suggesting and implementing efficiencies where possible.

Provide flexible support to the wider organisation for other admin-related tasks as needed.

Person specification

Essential - E
Desirable - D

Knowledge

Understanding of administrative processes and data handling - E

Basic knowledge of data protection principles and confidentiality - E

Awareness of quality assurance or compliance frameworks - E

Experience in a sector with high consumer impact such as energy, health, and or high value consumer service provision - E

Awareness of the Clean Heat Market Mechanism (CHMM) and its data requirements- D

Understanding of risk-based monitoring or audit processes - D

An understanding of the small-scale renewable technology sector and the MCS Scheme - D

Experience working with external stakeholders such as installation companies and homeowners - D

Experience of working in a regulated environment - D

Skills

Exceptional attention to detail and accuracy when handling large volumes of data E

Strong organisational skills and the ability to prioritise workload effectively - E

Confident using digital systems (e.g., CRMs, spreadsheets, data input tools) -E

Clear written and verbal communication, with the ability to explain data issues and actions required - E

Ability to follow defined processes and workflows while identifying potential improvements - E

Comfortable to work to deadlines and within SLAs - E

Strong analytical and problem-solving skills E

Ability to build and maintain relationships with our MCS certified installers both on the phone and by email - E

Ability to learn and master MCS - E

Experience with Microsoft Dynamics or similar CRM systems - D

Data analysis or reporting skills (e.g. using Excel or Power BI) - D

Experience working in a compliance, audit, or quality assurance environment - D

Confidence in challenging non-compliance and driving accountability in external stakeholders - D

Behaviours

Professional and courteous - E

High level of personal integrity and commitment to data accuracy and confidentiality -E

Takes ownership of tasks and delivers reliably against expectations - E

Collaborative team player who supports others and contributes to shared goals - E

Open to feedback and committed to continuous improvement - E

Demonstrates resilience when dealing with challenging situations or persistent non-compliance - E

Advocates for the importance of consumer protection and scheme integrity - E

Exceptional attention to detail - E

Drive, enthusiasm, versatility, and self-motivation - E

Comfortable with change and flexible approach - E

Don't meet every single requirement?

We know that sometimes people can be put off applying for a job if they think they can't tick every box but we realise the 'perfect candidate' doesn't exist. So, if you can do most of what we're looking for, go ahead and apply. You may be just the right candidate for this or other roles!

To apply

Please send a CV and covering letter outlining how you meet the person specification and why you think you would be suitable for this role to careers@mcscertified.com

The closing date: Friday 22nd August at 9.00am

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

Successful applicants will be invited to a face-to-face interview.

Job Types: Full-time, Permanent

Pay: 27,500.00 per year

Benefits:

Bereavement leave Company events Company pension Cycle to work scheme Enhanced maternity leave Enhanced paternity leave Free parking On-site gym On-site parking Sick pay
Work Location: In person