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 have recently launched the redevelopment of the Scheme, which has 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.
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 just over 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 we are 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 (plus UK bank holidays) – increasing to 28 days with three years’ service, and to 30 days with five years' service.
- Social Events: Summer socials, Christmas party, 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 that every team member feels supported.
- Office Treats: Weekly provision of free organic 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.
- Professional Membership: Funding for one annual professional membership aligned to your role or professional discipline.
- 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: Cycle to work, EV lease scheme and additional annual leave purchase - subject to individual eligibility criteria.
- Free Parking: when working from the office.
- EV charging facilities: when working from the office.
Customer Insights Team
The Customer Insights Team sits within the wider Customer Experience Team and is one of the most fundamental and critical elements of the redeveloped scheme. We make contact with every customer of an MCS certified installation completed under the reformed scheme. Customer Insights Specialists are responsible for delivering this contact at scale, with quality and purpose, which is essential for:
- Checking whether installers have complied with MCS Scheme requirements, including the Customer Commitment
- Understanding the real customer experience and whether householders feel informed, supported and satisfied
- Identifying early signs of non-compliance or poor practice
- Strengthening trust in small-scale renewable energy
- Raising the profile of MCS as the place consumers can come for support
- Providing key insights that will drive risk-based monitoring, improve standards and deliver a consistent, high-quality consumer journey
In addition, we also perform insight activity on behalf of Ofgem. This involves contacting householders who have received a government grant called the Boiler Upgrade Scheme (BUS) to fund their installation, giving us valuable insight into consumer experience, system performance and installer behaviour that we then pass on to Ofgem.
Here’s some insight into what it’s like to work in the MCS Customer Insights team and who we’re looking for:
Setting Ambitious Standards
We expect every team member to aim high, consistently meeting daily Customer Insights targets and taking opportunities to exceed them. Excellence is a habit, not a one-off achievement.
Taking Ownership
Our Customer Insights Specialists own their work - from the quality of customer conversations to accurate record-keeping and follow-through. We trust our people and encourage proactive thinking.
Delivering Exceptional Customer Experience
We go beyond scripted calls. Every conversation builds trust in MCS and supports high installation quality. Productivity matters - but empathy and quality matter just as much.
Continuous Improvement
Curiosity, feedback and growth are encouraged. Whether refining call techniques, understanding more about MCS Standards, or spotting opportunities to improve processes, we value those who never stop learning.
Celebrating Achievement
Targets met, ideas contributed, support offered to colleagues - we recognise and celebrate success and create opportunities for development.
Supporting Each Other
High performance doesn’t mean high pressure. It means being equipped, supported and encouraged to succeed through training, coaching and teamwork.
Being Motivated by Purpose
Every Customer Insights interaction strengthens consumer confidence in renewable technologies and builds the integrity of the MCS Scheme. Our work genuinely matters - and we take pride in it.
We are seeking a passionate, motivated Customer Insights Specialist who can quickly develop an understanding of the MCS Standards and Scheme requirements and gather high-quality insights to consumers who have recently had an MCS certified installation.
While the role is fast-paced, it’s not a traditional call-centre setting - we aim for brief, friendly, high-quality conversations and you’ll be empowered to deliver them with professionalism and purpose.
You’ll need strong attention to detail, the ability to interpret data, and a natural instinct for identifying when something doesn’t feel right. You’ll support consumers by answering initial queries, signposting help, recognising vulnerability and ensuring concerns are escalated quickly and appropriately.
The team works closely with the Customer Support Helpdesk, Complaints and Customer Relations teams, our field-based Audit team as well as colleagues from across the business.
Key Responsibilities
High-Volume Customer Insights
- Conduct outbound contact (calls, emails or digital engagement) with all consumers who have recently had an MCS-certified installation.
- Manage daily Customer Insights targets to support engagement with 30,000+ monthly installation customers.
- Manage customer engagement across multiple contact attempts and channels, ensuring appropriate follow-up and accurate recording of engagement outcomes.
MCS Standards & Scheme Knowledge
- Build and maintain knowledge of MCS Standards and Scheme requirements and apply this knowledge when engaging with consumers and assessing information provided.
- Identify potential non-compliance or areas of concern and escalate appropriately.
Customer Support & Experience
- Provide empathetic, clear and professional support to all customers.
- Resolve initial queries, offer guidance and signpost customers to the right resources.
- Capture detailed feedback on customer experiences with installers and installations.
- Recognise indicators of customer vulnerability and respond appropriately, following relevant internal processes and escalation routes.
Data Collection & Quality Assurance
- Accurately record all customer interactions, concerns, feedback and outcomes in CRM systems.
- Identify emerging trends or recurring issues and raise them with relevant teams.
- Ensure Customer Insights activity meets data protection, quality assurance and Scheme requirements.
Customer Insight & Intelligence
- Review customer feedback and engagement data to identify patterns, trends, recurring issues and emerging areas of concern.
- Contribute to customer and installer insight that supports risk-based monitoring, quality improvement and consumer protection.
- Share relevant customer intelligence with appropriate teams to support further investigation, monitoring and improvements to the consumer journey.
- Contribute to Customer Insights reporting by providing accurate information on customer feedback, trends, themes and identified issues.
Issue Identification & Escalation
- Detect signs of dissatisfaction, potential complaints or installation quality concerns.
- Escalate issues promptly and appropriately in line with internal processes.
- Support early resolution of concerns to maintain confidence in the MCS Scheme.
- Recognise the difference between general feedback, dissatisfaction, complaints and potential Scheme non-compliance, ensuring each is handled and escalated appropriately.
- Use sound judgement to assess information provided by consumers and identify potential risks, inconsistencies or areas requiring further investigation
Collaboration & Continuous Improvement
- Work closely with all Customer Experience teams to improve customer journeys and installer insights.
- Provide feedback to refine Customer Insights processes, scripts and engagement strategies.
- Work collaboratively with Audit and other relevant teams to share customer intelligence and identify potential areas for further investigation or monitoring.
- Contribute to improvements in Customer Insights processes by identifying opportunities to improve data quality, customer engagement and insight gathering.
Person specification
Knowledge
- Understanding of consumer protection and customer engagement (Desirable)
- Experience in a high consumer impact sector (Desirable)
- Proficiency in Microsoft Outlook, Teams and Excel (Essential)
- Experience with Microsoft Dynamics 365 (Desirable)
- Experience working with CRM or case management systems (Desirable)
- Understanding of the small-scale renewables sector and MCS Scheme (Desirable)
- Experience working with installation companies or homeowners (Desirable)
- Experience in regulated environments (Desirable)
- Experience using outbound dialler systems (Desirable)
- Evidence of outbound customer satisfaction or engagement campaigns (Essential)
- Understanding of customer insight, feedback analysis or customer experience principles (Desirable)
- Experience recording, maintaining and interpreting customer or operational data (Desirable)
Skills
- Exceptional communication and interpersonal skills (Essential)
- Ability to build strong rapport with customers (Essential)
- Excellent written and verbal communication skills (Essential)
- Effective time-management to meet targets while maintaining quality (Essential)
- Ability to learn and master new areas of the MCS Scheme (Essential)
- Strong analytical skills and sound decision-making ability (Essential)
- Ability to use sound judgement to assess customer information, identify potential risks and determine the appropriate course of action (Essential)
- Ability to remain patient, calm and professional in challenging situations (Essential)
- High attention to detail and accuracy (Essential)
- Ability to identify patterns, trends and emerging issues and communicate these effectively (Essential)
Behaviours
- Champion for the consumer (Essential)
- Target focused and personally accountable (Essential)
- Self-motivated and able to work independently (Essential)
- Strong relationship-building capability (Essential)
- Flexible, adaptable and solution-focused (Essential)
- Comfortable with change and eager to improve (Essential)
Attributes We Value
- Passion for delivering outstanding customer experiences
- Detail-oriented, organised and proactive
- Resilient, adaptable and comfortable with fast-paced, high-output environments
- Motivated by purpose and committed to continuous learning
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 if you can do most of what we’re looking for, and this role excites you, 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 what you'd bring to MCS.
Email: [email protected]
The closing date is Thursday 17th September 2026, 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 at our office in Daresbury week commencing 21st September.
Job Types: Full-time, Permanent
Pay: £26,780.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- On-site parking
- Sick pay
Work Location: In person
