Citizens Advice jobs in Warrington

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.

Complaints Team

The Complaints Team sits at the heart of one of the most ambitious reforms in the history of the MCS Scheme: putting world-class complaints management at the centre of our mission to protect consumers, support installers and transform confidence in small-scale renewables.

MCS is the clear and trusted place for consumers, installers and industry stakeholders to turn to when something goes wrong. Our team has already designed new processes, built strong partnerships with Certification Bodies, and shaped how MCS now oversee the new and improved complaint handling process across the sector.

We are looking for a tenacious investigator, a fair-minded problem-solver, and a genuine champion for consumers and installers. Someone who thrives on complexity, seeks truth, and is driven by making things better, not just case by case, but systemically.

Independent research from Citizens Advice and the Competition & Markets Authority makes clear that consumers in our sector often don’t know where to turn and are passed from pillar to post. Historically, MCS did not handle complaints directly.

As part of the reformed Scheme, MCS is now the central escalation point for any complaint involving an MCS certified installation or installer that has not been resolved by the installer.

This is your opportunity to help shape an entirely new era of accountability, transparency and trust in renewable energy.

What you'll do:

• Demonstrate our principles of good complaint handling.
• Effectively manage your caseload, meeting KPIs and ensuring quality responses, including: consumer complaints , complaints from installers, consumers or manufacturers about MCS or a Certification Body, complaints from whistleblowers
• Champion fair outcomes for both consumers and installers, supporting them to reach appropriate resolutions using an evidence-based approach.
• Identify vexatious, frivolous or bad-faith complaints, applying proportionality and professional judgement.
• Balance consumer protection with MCS’ defined remit, recognising when to act, when to signpost, and when issues fall outside of scope.
• Deliver greater consistency and clearer routes in complaint handling and the outcomes achieved for consumers, realising 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.
• Be able to 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 and supported in the MCS complaint management process, working in partnership to achieve the right outcome.
• 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, Trading Standards, Citizens Advice and MPs regarding complaints.
• Work closely with your colleagues across the wider Customer Experience team to create a seamless consumer journey

Main role and responsibilities:

One of the most significant reforms to the MCS certification scheme, has been centralising of complaints management for the sector. Previously MCS have not dealt with complaints directly and have signposted to other organisations including Certification Bodies and Consumer Codes. This has now changed as MCS has become 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 is 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.

Person specification
Essential - E
Desirable - D

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 ideally across multiple customer types (consumers and businesses) - 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
• Understanding of vexatious complaint indicators and appropriate handling strategies - D
• Experience balancing consumer and business needs while remaining within organisational remit - D

Skills

• Exceptional communication and interpersonal skills, able to work collaboratively with diverse stakeholders, both internally and externally - E
• Exceptional written and verbal communication skills with the ability to adapt style to consumers, installers, professionals, and regulators - 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 issue - E

Behaviours

• A champion for fair outcomes for both consumers and installers - 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

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: careers@mcscertified.com

The closing date is Friday 24th July 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.

Job Types: Full-time, Permanent

Pay: £32,112.00 per year

Benefits:

• Company events
• Company pension
• Cycle to work scheme
• On-site parking
• Sick pay

Work Location: In person