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. We are especially proud that women make up 68% of our workforce.

Customer Relations team

The Customer Relations team within MCS is a new one and forms part of the wider Customer Experience Team, taking the lead on ensuring that installers are complying with our Customer Commitment and developing an understanding of the MCS installer base, their activities and background

The team are made up of Customer Relations Specialists and Outreach Specialists who will each play a critical role in information and intelligence gathering that supports our wider monitoring and surveillance activity.

Overview

We are now seeking an experienced and passionate Outreach Specialist who can quickly build and maintain a strong level of knowledge and understanding of the MCS Standards and Scheme requirements.

As a confident communicator, you will deliver a first-class customer service experience by conducting outreach to every customer who has recently had an MCS certified installation. On average, we see over 20,000 installations each month, and our ambitious goal is for our Outreach Specialists to have outbound contact with all of them. The ideal candidate will be managing a high volume of outbound calls and emails and must therefore be a motivated self-starter who is comfortable working to targets.

You'll need a keen eye for detail and the ability to work with and interpret data. Skilled at building relationships and communicating effectively, you'll act as a champion for consumers -- recognising areas of concern in what they share, providing them with additional information and assistance where needed, and escalating issues as appropriate. You will also need to demonstrate empathy while maintaining control of the call and be able to recognise and respond appropriately to consumers experiencing vulnerable circumstances, including making reasonable adjustments.

Your team will work closely with the MCS Helpdesk, Complaints team, and our field-based Technical Assessors, as well as with other functions across the organisation, including our Scheme Management team.

Key Responsibilities:

Handling predominantly outbound calls. Confident on the telephone with a professional telephone manner. Working across and updating several different systems including the MCS Installation Database, our CRM system, Microsoft Outlook email and Microsoft Excel spreadsheets. Independently manage your own workload in line with internal processes, ensuring SLAs and contact targets are achieved. Identification and escalation of installer specific trends, supporting us in identifying risk of consumer detriment and improving the quality of outcomes for consumers. Build strong relationships with customers, going above and beyond to help achieve great outcome. Champion consumer outcomes in the MCS business. Representing our company in a professional manner. Building rapport with customers and colleagues by using proven customer service skills. Ability to deal with challenging customers and hold difficult conversations.
Salary: 26,780.00

Location: Sci-Tech Daresbury. Some flexibility to support limited home-working may be possible following successful completion of probation period.

Person specification

(E) Essential

(D) Desirable

Knowledge

Understanding and practice of consumer protection and customer engagement. (Desirable) Experience in a sector with high consumer impact such as energy, health, and or high value consumer service provision. (Desirable) Proficiency in Microsoft Outlook, Teams and Excel. (Essential) Proficiency in Microsoft Dynamics 365 (Desirable) An understanding of the small-scale renewable technology sector and the MCS Scheme ((Desirable) Experience working with external stakeholders such as installation companies and homeowners. (Desirable) Experience of working in a regulated environment (Desirable) Experience of working on an outbound call dialler (Desirable) Evidenced experience of working on outbound customer satisfaction campaigns (Essential)

Skills

Exceptional communication and interpersonal skills, able to effectively interact with diverse stakeholders, both internally and externally. (Essential) Ability to build relationships with customers. (Essential) Exceptional written and verbal communication skills. (Essential) Utilise effective time management to achieve business targets while ensuring quality and accuracy standards are maintained. (Essential) Ability to learn and master MCS. (Essential) Ability to evaluate information in complex situations and the confidence to make sound decisions independently. (Essential) The ability to remain patient, calm, and professional when dealing with challenging situations. (Essential) The ability to remain patient, calm, and professional when dealing with challenging situations. (Essential) Be willing to go the extra mile to ensure high customer satisfaction and inspire others to do the same. (Essential) Be willing to go the extra mile to ensure high customer satisfaction and inspire others to do the same. (Essential) Ability to escalate identified trends. (Essential)

Behaviours

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

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 have applied for the role.

Email: careers@mcscertified.com

The closing date is: Wednesday 16th July 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.

Interviews will be held on Wednesday 23rd July

Job Types: Full-time, Permanent

Pay: 26,780.00 per year

Benefits:

Bereavement leave Cycle to work scheme Employee discount Enhanced maternity leave Enhanced paternity leave Free parking Health & wellbeing programme On-site parking Sick pay Work from home
Schedule:

Day shift Monday to Friday No weekends
Work Location: In person

Application deadline: 16/07/2025