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, contractors, and their installations.

Now is an exciting time to join MCS; especially as we launch the redevelopment of the Scheme, which will have a greater focus on consumer protections, quality workmanship, and dispute resolution. 2025 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.

We've completed a rigorous review of the consumer protection measures needed to maintain and improve the reputation of the industry and importantly, provide the confidence consumers are looking for. This research contributed to our recent consultation on proposed changes to MCS, with many of our proposed improvements to the sector's consumer protections receiving industry support.

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 are central to the way we operate and support one another at MCS:

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 100 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.

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.

The Customer Support Team

The Customer Support Team manages all incoming queries and contacts from both our B2B customers, their customers and a wide range of additional internal and external stakeholders. Our B2B customers are installers of small scale renewable technologies and span every size of organisation from sole traders to SMEs and right up to PLCs. They play a pivotal role in delivering a first-class customer and MCS brand experience, by serving as the main contact for our stakeholders using their preferred method of communication, which could be by telephone, email, live chat or online contact forms. Due to the nature of their work, they collaborate closely with various teams across the organisation, as their activities intersect with multiple operational areas.

The Customer Support Team is a small and friendly team who work closely together and support each other providing an enhanced customer journey by building relationships and problem-solving in a positive, proactive, and friendly way. Helping consumers to navigate a sector that can be new and unknown to many, by avoiding technical jargon and being solution driven, is their main priority. We are ambitious for our future, driven to innovate and stand out and the Customer Support Team is at the very heart of this. The Customer Support Team forms part of our wider Customer Experience team which includes our Complaints team, Customer Relations Team, Outreach Team, and a Field-based Team - you'll work closely with these teams.

We're not a traditional contact centre and value a supportive and flexible work environment. However, we are looking to elevate and enhance our service quality even further by identifying opportunities for improvement without compromising our collaborative culture.

The successful candidate will need to be a natural communicator, confident and organised.

Key Responsibilities

Responsible for responding to all contact into the MCS Customer Support Team including inbound and outbound calls, emails, live chat and webforms and managing workload to ensure SLAs re response, resolution and closure times are met or exceeded. Ensure that all tasks are completed efficiently in order to ensure maximum productivity and the highest standards of service. Build and maintain strong relationships with customers and key stakeholders. Proactively identify and escalate early warning signs of trends or patterns in cases regarding the same installer/s or installation issues to trigger the appropriate actions Independent management of your cases in a timely manner. Develop and maintain a thorough knowledge and understanding of the MCS scheme and technologies to allow you to complete your duties. Providing friendly and reliable expert advice to the MCS Installer community and stakeholders on industry changes and updates to MCS scheme and processes. Support other MCS team members and act collaboratively and respectfully at all times, representing the MCS brand and culture positively. Work flexibly, taking on additional responsibilities as and when required and being supportive of team members.
Location: Sci-Tech Daresbury. Some flexibility to support limited home-working may be possible following successful completion of probation period.

Contract: 37.5 hours per week; permanent, full-time, hours aligned to the operation of the Helpdesk within the hours of 8.00am - 6.00pm.

Person specification

(E) Essential

(D) Desirable

Knowledge

Experience in a customer facing or B2B environment (E) Experienced in managing a diverse range of customer enquiries (E) Experience in a sector with high consumer impact such as energy, health and/or high value consumer service provision (D) An understanding of the small-scale renewable technology sector and the MCS Scheme (D) Experience working with external stakeholders such as installation companies, homeowners, certification bodies, consumer codes, and government agencies. (D) Experience of working in a regulated environment (D)

Skills

Exceptional communication and interpersonal skills, able to effectively interact and build rapport with diverse stakeholders, both internally and externally (E) Manage time effectively to meet required business targets ensuring quality and accuracy requirements are met (E) Be able to take and deliver constructive feedback to develop and support yourself and your team (E) Strong analytical and problem-solving skills, with the ability to identify root causes of customer issues (E) The ability to remain patient, calm, and professional when dealing with challenging situations (E) Be willing to go the extra mile to ensure high customer satisfaction and inspire others to do the same (E) Ability to evaluate information in complex situations and the confidence to make sound decisions independently. (E) Ability to learn and master MCS (E) Able to embrace and be flexible to change, whilst keeping self motivated and contribute to positive team engagement (E) Outstanding organisational and administration skills (E)

Behaviours

Champion for consumer (E) A motivated self-starter who can comfortably work independently and manage own workload (E) A proven track record of building and maintaining productive relationships with a range of internal and external stakeholders (E) Be willing to work flexibly (E) Solution focused and able to handle challenging situations including the odd curve ball (E) Exceptional attention to detail (E) Drive, enthusiasm, versatility, and self-motivation (E) Comfortable with change (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 would like to work for MCS in this role,

Email:

careers@mcscertified.com

The closing date is:

Friday 2nd January 2026

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.

Group interviews will be held on Friday 23rd January 2026 at 9.30am

At MCS, we value teamwork, communication, and the ability to work together to solve problems. As part of our hiring process, we incorporate a collaborative group interview where candidates work together in small teams to tackle a real-world challenge. This allows us to observe how you interact with others, approach problem-solving, and demonstrate your skills in a group setting.

During the session, you'll be expected to:

Engage in open communication and share ideas with fellow candidates. Contribute to brainstorming and decision-making processes. Demonstrate your ability to collaborate, listen, and respect diverse perspectives. Work towards a common goal while showing initiative and flexibility.
We understand that group settings can feel a bit different, but please rest assured this is an opportunity for you to showcase your collaborative skills in a relaxed and supportive environment. Everyone will be working together, and there are no "right" answers, it's about how you engage and contribute to the team effort.

This format helps us understand how you collaborate with others and ensures that we find candidates who will thrive in our dynamic, team-oriented environment.

Job Types: Full-time, Permanent

Pay: 28,922.00 per year

Benefits:

Bereavement leave Company events Cycle to work scheme Employee discount Enhanced paternity leave Free parking On-site parking Referral programme Work from home
Work Location: In person