Salary: Dependent on skills and experience
Location: Sci-Tech Daresbury, Warrington
Contract: 37.5 hours per week; permanent, full-time
One of the most significant reforms to the MCS certification Scheme will be the centralising of complaints management for the sector. Research from consumer protection organisations including Citizens Advice and The Competition & Markets Authority, has concluded that if things go wrong in our sector, consumers don’t know where to turn and end up being passed from pillar to post. Previously MCS have not dealt with complaints directly and have signposted to other organisations including Certification Bodies and Consumer Codes. We will change that by becoming the place to escalate any complaint relating to an MCS certified installation or installer, that the installer has not resolved.
We’re now therefore looking for an inspiring, investigative consumer champion and complaints resolution specialist, who can help us to deliver on our goal of simplifying the complaints landscape.
The Complaints Resolution Team will be responsible for embedding complaint management at the heart of our scheme, helping to ensure we deliver on our mission to give people confidence in low-carbon energy technology.
MAIN ROLE AND RESPONSIBILITIES
* Demonstrate our principles of good complaint handling.
* Effectively manage your caseload, meeting KPIs and ensuring quality responses.
* Champion consumer outcomes ensuring that all complaints are investigated or reviewed fairly and impartially, using an evidence-based approach.
* Deliver greater consistency and clearer routes in complaint handling and the outcomes achieved for consumers, realizing a significant improvement in the sector’s speed of response and resolution of complaints.
* Adopt a tenacious, investigative approach to complaints, refusing to accept issues at face value and relentlessly digging deeper to uncover the full picture. Challenge assumptions, ask probing questions, and follow every lead to get to the root cause, ensuring that resolutions are based on facts and not just surface-level information.
* Contribute to a culture of awareness and proactive support for consumers in vulnerable circumstances.
* Identify vulnerabilities and adapt communication styles and processes to meet individual needs to support consumers.
* Promote reasonable adjustments to ensure fair and accessible complaint resolution for all consumers.
* Improve transparency and ensure that the original installer is fully engaged in the MCS complaint management process, working in partnership to achieve the right outcome for the consumer.
* Provide greater oversight of the sector’s complaints landscape and trends both within MCS and externally, helping inform standards and scheme developments that aim to improve the quality of outcomes for consumers.
* Connect complaints with the scheme’s management of an installer’s risk of non-compliance, reducing the likelihood of future complaints.
* Ensure that cases that cannot be resolved and therefore move from complaint to a dispute, are appropriately signposted to our chosen Alternative Dispute Resolution (ADR) provider.
* Support the reporting of complaints to the MCS Senior Leadership Team, identifying root causes and areas for improvement, both to MCS operations and the sector in general.
* Communicate with external stakeholders such as DESNZ, Ofgem, Certification Bodies, Consumer Codes, Citizens Advice and MPs regarding complaints.
* Work closely with your colleagues across the wider Customer Experience team to create a seamless consumer journey.
PERSON SPECIFICATION
Knowledge:
* Evidence of your continual professional development, especially in relation to understanding and practice of consumer protection – D
* Evidenced experience of managing complex and challenging complaints – E
* Experience in a sector with high consumer impact such as energy, health, and/or high value consumer service provision – E
* An understanding of the small-scale renewable technology sector and MCS – D
* An understanding of consumer protection law – D
* Experience working with external stakeholders such as installation companies, homeowners, certification bodies, consumer codes, and government agencies – E
* Experience of complaint handling in a regulated environment – D
* Experience of working with an ADR provider – D
* An understanding of identifying and supporting consumers in vulnerable circumstances and consumer behaviour – E
* A proven track record of building and maintaining productive relationships with a range of internal and external stakeholders – E
Skills:
* Exceptional communication and interpersonal skills, able to work collaboratively with diverse stakeholders, both internally and externally – E
* Exceptional written and verbal communication skills – E
* Outstanding organisational and administration skills – E
* Ability to learn and master new areas of scheme (MCS) – E
* Ability to evaluate information in complex situations and the confidence to make sound decisions independently – E
* Strong analytical and problem-solving skills, with the ability to identify root causes of customer issues – E
Behaviours:
* Champion for consumer – E
* Able to build rapport with confident and open communication – E
* A motivated self-starter who can comfortably work independently and manage own workload – E
* Tenacious with the ability to manage conflicting priorities – E
* Willing to work flexibly – E
* Solution focused and able to handle challenging situations including frequent curve balls – E
* Exceptional attention to detail – E
* Drive, enthusiasm, versatility, and self-motivation – E
* Comfortable with change – E
* Resilient with an 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
* Principled with the ability to remain impartial and fair – E
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 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 open and inclusive
* We are understanding
* We are expert
* We are innovative
* We are principled
* We are passionate
We are a strong and ambitious team of nearly 70 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 a wide range of talents and expertise. We are especially proud that women make up 68% of our workforce.
WHAT WE OFFER
At MCS we care about our employees, as reflected by our attractive set of employee policies which includes enhanced maternity, paternity, and adoption policies and enhanced sick leave, to name a few. We always support our team with their personal growth whether this be through funding training and qualifications, lunch & learn sessions, coaching, etc.
* 25 days’ annual leave per annum – increasing to 28 days with 3 years’ service, and to 30 days with 5 years’ service
* 8% company pension contribution
* Access to and support with continuous professional development
* Access to salary sacrifice schemes, such as Cycle2Work and Electric Vehicle Scheme
* Payment of one professional subscription
* Access to annual medical benefit, a mental health first aider, a menopause champion and counselling support
* Provision of free fruit, tea and coffee, soft drinks and breads and spreads in the office
* An innovative office environment that encourages collaboration.
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!
Please send a CV and covering letter outlining how you meet the person specification. Email careers@mcscertified.com no later than Friday 14 March at 9.00am.
Successful applicants will be invited to a face-to-face interview at the MCS office, Sci-Tech, Daresbury WA4 4AB
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