Salary: Dependent on skills and experience
Location: Sci-Tech Daresbury, Warrington
Contract: 37.5 hours per week; permanent, full-time
The Helpdesk 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 Helpdesk 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 being ‘The Helpdesk that really helps’, 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 Helpdesk is at the very heart of this. The Helpdesk forms part of our wider Customer Experience team which includes our Complaints team, Customer Relations team and field-based Technical Assessors and 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.
MAIN ROLE AND RESPONSIBILITIES
* Responsible for responding to all contact into the MCS Helpdesk 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.
PERSON SPECIFICATION
Knowledge:
* Experience in leading & developing a field-based team – E
* Leading a growing team of people through exponential change – E
* Experience in a sector with high consumer impact such as energy, health, and or high value consumer service provision – E
* Experience in high impact/high profile complaint investigation – E
* An understanding of the small-scale renewable technology sector and the MCS Scheme – D
* Evidence of your continual professional development, especially in relation to understanding and practice of consumer protection and people leadership – D
* Experience working with external stakeholders such as installation companies and homeowners – E
* Consumer protection experience – D
* Leading and supporting team members in identifying and supporting consumers in vulnerable circumstances – D
Skills:
* Exceptional people leadership and team management skills, with the ability to motivate and develop others – E
* Strong analytical and problem-solving skills – E
* Exceptional communication and interpersonal skills, able to effectively interact with diverse stakeholders, both internally and externally – E
* Exceptional written and verbal communication skills including presentations to large groups – E
* Outstanding organisational and administration skills – E
* Mapping, creation and implementation of processes – E
* Ability to learn and master MCS – E
* Ability to produce in depth reporting and to analyse information in complex situations – E
* Confident in communicating and presenting to a range of internal and high profile external stakeholders – E
* Experience in creating a quality assurance programme to set performance expectations, raise standards and support team members’ development – D
* 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
Behaviours:
* Approachable and empathetic, with a passion for people development – E
* Proactive and solutions-focused with a continuous improvement mindset – E
* Adaptable and resilient to change – E
* Commitment to fostering a positive workplace culture – E
* High attention to detail and strong organisational skills – 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
* Ability to manage conflicting priorities – E
* Be willing to work flexibly – E
* Solution focused and able to handle challenging situations – E
* Exceptional attention to detail – E
* Drive, enthusiasm, versatility, and self-motivation – E
* Comfortable with change – 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 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 Wednesday 5 March at 9.00am.
Successful applicants will be invited to a face-to-face group interview at the MCS office, Sci-Tech, Daresbury WA4 4AB on Friday 14 March at 9.30am.
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