Complaints jobs

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.

Main role and responsibilities:

One of the most significant reforms to our certification scheme is the introduction of direct contractual relationships with installers, alongside a strengthened onboarding and oversight model where MCS now undertakes its own robust Scheme checks and monitoring activities to ensure our growing installer base of almost 6,000 installers continue to meet technical and consumer protection requirements. Fundamentally it’s about protecting the integrity of the MCS mark and consumers, through intelligence-led installer oversight, compliance monitoring and risk assessment.

The reformed Scheme introduces significantly strengthened consumer protection requirements, enhanced installer obligations and a much greater emphasis on ongoing oversight, accountability and quality. As such, onboarding is a robust assessment of whether an installer is operationally, financially and organisationally prepared to operate within the Scheme and uphold its standards.

We are looking for an experienced, analytical Compliance and Onboarding Specialist with strong investigative skills to support the onboarding of new installers, undertake ongoing monitoring activities and build trusted relationships with our certified installer base. Working closely with colleagues across Customer Support, Complaints, Customer Insights, Quality and Scheme Management, you'll help ensure installers continue to meet the standards expected of an MCS certified business.

This role focuses on assessing installer suitability, identifying and managing risk, and supporting compliance with Scheme Requirements. You'll be a confident communicator, comfortable reviewing business finances, analysing complex business structures, assessing evidence and presenting findings in a clear, balanced and consistent way.

You'll develop a detailed understanding of our installer base and play a key role in identifying and managing risks that could impact consumers or the integrity of the Scheme. Naturally inquisitive, you'll enjoy investigating issues beyond the information presented to you and using evidence to form balanced, objective conclusions.

Using tools such as our Compliance Intelligence Model, alongside information from Creditsafe, Companies House, customer feedback, online reviews, social media and key stakeholders, you'll assess risk, identify emerging trends and support appropriate interventions where concerns arise.

You'll also help ensure installers comply with our Customer Commitment and wider Scheme Requirements, supporting high standards across the sector and contributing to our mission of giving people confidence in home-grown energy.

What you’ll do:

Core onboarding & decision making

• Carry out onboarding, monitoring and surveillance activities, ensuring alignment with MCS values and objectives.
• Manage installer applications through the onboarding pipeline, ensuring service levels are met and applications progress efficiently whilst maintaining robust standards and appropriate levels of scrutiny.
• Conduct risk-based assessments of installers, reviewing operational, financial, organisational and compliance information to determine whether businesses are ready and able to meet the requirements and obligations of the Scheme.
• Act as a designated MCS signatory for installer onboarding decisions, ensuring robust due diligence has been completed and that onboarding recommendations and approvals are evidence-based, proportionate and aligned to Scheme requirements.
• Support appeals, exceptional cases and complex onboarding decisions by gathering evidence, preparing case summaries and providing recommendations where required.
• Support the successful transition of installers into the reformed Scheme, including managing non-compliances, agreeing actions and ensuring requirements are met within agreed timescales.

Risk, intelligence & compliance

• Research, investigate and analyse information from a range of sources to build evidence-based risk profiles on MCS certified installers and applicants.
• Identify and investigate linked entities, complex business structures, undisclosed relationships and potential phoenixing activity, escalating concerns and recommending appropriate action where required.
• Identify emerging risks, trends and patterns that may impact consumers, the integrity of the Scheme or the wider sector, escalating concerns where appropriate.
• Connect oversight of installer performance with the scheme's management of compliance risk, helping reduce the likelihood of future consumer detriment.
• Manage information sharing relating to suspended and withdrawn installers.
• Provide oversight of intelligence and compliance trends, helping to inform scheme development, policy decisions and continuous improvement activities.

Stakeholder management & consumer protection

• Champion consumer outcomes and help ensure that consumer protection remains at the heart of the Scheme.
• Improve transparency and ensure installers are fully engaged with the MCS Customer Commitment and wider Scheme Requirements, working in partnership to achieve positive consumer outcomes.
• Build effective working relationships with installers, Certification Bodies and other key stakeholders, acting as a trusted point of contact and supporting positive engagement with MCS.
• Collaborate with colleagues across Customer Support Helpdesk, Complaints, Customer Insights and Quality Teams, as well as Scheme Management and other business functions, to support organisational objectives and identify opportunities for improvement.

Reporting & continuous improvement

• Maintain accurate installer records and case information within MCS systems and CRM platforms, ensuring data quality and integrity.
• Identify opportunities to improve onboarding, monitoring and oversight processes, contributing to the continuous improvement of MCS systems, controls and ways of working.

Person specification

Experience

Essential

• Experience of onboarding, due diligence, compliance, assurance, monitoring, audit, investigations or risk-based assessment activities.
• Experience of reviewing and assessing information from multiple sources to support evidence-based decision making.
• Experience of working in a regulated, compliance, assurance or risk-based environment.
• Experience working in a sector with high consumer impact, such as energy, financial services, housing, healthcare or other regulated environments.

Desirable

• An understanding of the small-scale renewable technology sector and the MCS Scheme.
• Evidence of continuing professional development, particularly in relation to customer service, consumer protection, compliance, risk management or investigations.
• Experience of working with external stakeholders such as installation companies, contractors, customers or homeowners.

Skills

Essential

• Strong analytical, investigative and problem-solving skills.
• Ability to assess information critically, identify risk and make balanced, evidence-based decisions.
• Exceptional communication and interpersonal skills, able to effectively interact with diverse stakeholders both internally and externally.
• Ability to build and maintain positive relationships whilst appropriately challenging information and holding others accountable where required.
• Exceptional written and verbal communication skills.
• Outstanding organisational and administrative skills.
• Ability to learn and effectively utilise MCS systems, processes and requirements.
• Ability to evaluate complex information and make sound decisions independently.
• Ability to manage multiple priorities whilst maintaining accuracy and attention to detail.
• Ability to remain calm, professional and objective when dealing with challenging situations or difficult conversations.
• Commitment to delivering excellent customer service whilst maintaining the integrity of the Scheme.

Desirable

• Experience using CRM, case management or compliance management systems.
• Experience producing reports, risk assessments or recommendations for management decision-making.

Behaviours

Essential

• Demonstrates curiosity and a willingness to challenge assumptions and investigate issues beyond the information presented.
• Passionate about protecting consumers and improving outcomes.
• A motivated self-starter who can comfortably work independently and manage their own workload.
• Proven ability to build and maintain productive relationships with a range of internal and external stakeholders.
• Confident making decisions and taking ownership of outcomes.
• Ability to manage competing priorities and meet deadlines.
• Flexible and adaptable in a fast paced and changing environment.
• Solution-focused and resilient when dealing with challenges or unexpected situations.
• Exceptional attention to detail.
• Drive, enthusiasm, versatility and self-motivation.
• Comfortable working in an environment of continuous improvement and change

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 would like to work for MCS.

Email: careers@mcscertified.com

The closing date is: Monday 29th June 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.

Successful applicants will be invited to a face-to-face interview.

Job Types: Full-time, Permanent

Pay: £32,012.00 per year

Benefits:

• Bereavement leave
• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Enhanced maternity leave
• Enhanced paternity leave
• Free parking
• On-site parking
• Sick pay
• Work from home

Work Location: In person