Compliants Manager

Role:                                      Customer Care & Complaints Manager

Reports to:                         Head of Customer Experience 

Salary:                                  Depending on experience

Location:                             Sci-Tech Daresbury with a flexible policy to support home working

Contract:                            37.5 hours per week; permanent, full-time, flexible hours 

 

We’re now looking for an inspiring, investigative consumer champion and complaints management expert, who can help us to deliver on one of the most significant changes regarding how the sector handles complaints. You 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.

You’ll be joining a diverse team of passionate consumer champions who consistently deliver high levels of customer service and value going above and beyond to meet the needs of our customers. The Complaints team within MCS is a new one and we are looking for an experienced, capable Customer Care & Complaints Manager to support us in building a team as we prepare to oversee and support complaints from across our sector.

You’ll work closely with the MCS Helpdesk, Customer Relations team and our field-based Assessors as well as wider functions across the organisation including our Scheme Manager.

Adept at building relationships, you will be an outstanding communicator skilled in crafting formal communications and most importantly value consumer protection.

 

Main role and responsibilities

  • Build and lead the new MCS complaints function including the new complaints management process, procedures, and delivery of frameworks that align with the MCS culture and values.
  • Recruit, lead and develop a talented team of complaint handlers who align with and demonstrate our principles of good complaint handling.
  • Support the Complaints team with the management and delivery of their caseloads, setting KPIs, monitoring performance and ensuring quality of 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, realising a significant improvement in the sector’s speed of response and resolution of complaints.
  • 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
  • Provide the management interface to our chosen Alternative Dispute Resolution (ADR) provider and provide oversight of ADR provider performance.
  • 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.
  • Brief and liaise with our professional and legal advisors in relation to highly technical or legally complex cases.
  • Build and manage relationships with external referral channels, such as DESNZ, Ofgem, Certification Bodies, Citizen’s Advice and MP’s.

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.

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:

  • Expert
  • Inspiring
  • Collaborative
  • Principled
  • Determined

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.

 

Person specification

· Evidence of your continual professional development, especially in relation to understanding and practice of consumer protection.

· Experience in building, leading & developing an organisation’s complaints management capability.

· Evidenced experience of managing complex and challenging complaints

· An understanding of the small-scale renewable technology sector and MCS

Skills

· Exceptional communication and interpersonal skills, able to effectively interact with diverse stakeholders, both internally and externally

· Strong leadership and team management skills, with the ability to motivate and develop others

· Exceptional written and verbal communication skills including presentations to large groups.

· Outstanding organisational and administration skills, including experience in project management.

· Ability to learn and master new areas of scheme (MCS) and legal practice quickly.

· Strong analytical and problem-solving skills, with the ability to identify root causes of customer issues and implement effective solutions.

What we offer: 

  • 25 days’ annual leave per annum – increasing to 28 days with 3 years’ service, and to 30 days with 5 years’ service.
  • Flexibility to support some homeworking after completion of your probation period.
  • 8% company pension contribution.
  • Access to and support with continuous professional development.
  • Access to salary sacrifice schemes, such as Cycle2Work.
  • Payment of one professional subscription.
  • Access to a mental health first aider and counselling support.
  • Provision of free fruit, tea and coffee, soft drinks, breads and spreads, and rotating breakfasts 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!

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 Friday 12th July 2024 at 9.00am

Interviews will take place onsite in Daresbury on 24th & 31st July.

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.