Quality Operations Lead
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 redeveloped Scheme, which now has a greater focus on consumer protections, quality workmanship, and complaint management. 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 you should evidence these values as part of the application process:
- We are expert
- We are open and inclusive
- We are innovative
- We are understanding
- We are principled
- We are passionate
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 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 – increasing to 28 days with three years’ service, and to 30 days with five years' service. Possibility to purchase additional days for the following calendar year.
- 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 organic free fruit, breads, spreads, breakfast items, tea, coffee, soft drinks, when working from the office
- Supportive HR Policies: Enhanced Maternity, Paternity leave, sick leave, and emergency paid leave, life assurance 5x 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: We offer a range of salary sacrifice schemes \- including Cycle to Work, EV leasing, and the opportunity to purchase additional annual leave each year \- subject to individual eligibility criteria.
- Free Parking: When working from the office.
- EV charging facilities: When working from the office.
Our Quality team is tight\-knit group of field\-based professionals spread across the UK, supported by their office based colleagues. They play a vital role in protecting consumers, supporting installers, and ensuring that renewable energy systems meet the high standards we’re known for. They’re out and about, visiting real consumers and their installations across the country \- from solar panels on rooftops to heat pumps in back gardens \- making sure things are done right, and supporting our mission to build confidence in low\-carbon technology. This is not about enforcing compliance from a distance \- it’s about presence, expertise, and championing quality in a way that inspires confidence.
We have been actively expanding and building the team, who embody the MCS brand in every interaction. The Assessors and Verifiers act as trusted ambassadors in the field \- exceptional in their communication, empathy, and professionalism within the home. They deliver robust, respected, independent audits that uphold Scheme integrity, while setting a benchmark for how MCS is represented to householders and the wider sector.
Quality Operations Lead Role
The Quality Operations Lead plays a critical role in leading the day to day operational delivery, coordination and continuous improvement of the Quality Team’s office\-based support function. Managing a team of Schedulers and Co\-Ordinators, the role is responsible for ensuring that audits, assessments and investigations are scheduled and resolved efficiently, accurately and consistently across the UK, while maintaining exceptional levels of customer service and operational oversight.
The role combines people leadership, operational oversight, continuous improvement and reporting responsibilities, helping to strengthen processes, improve visibility of performance and support the ongoing development of systems including Dynamics 365 (our CRM) and the Compliance Intelligence Model which is MCS’s operational framework for defining thresholds for potential indicators of installer risk or consumer detriment.
This role goes beyond day\-to\-day team management. The postholder will drive operational excellence across the Quality function, improving processes, systems, productivity and ways of working while strengthening quality assurance and team performance.
Working closely with the Quality Team Manager and wider stakeholders, the role will identify trends, operational risks and emerging concerns, ensuring relevant insight is fed into installer risk profiling and proactive risk management across the Scheme.
Key Responsibilities
People Leadership \& Line Management
- Provide day\-to\-day line management for the team of Schedulers and Co\-Ordinators.
- Support recruitment, onboarding, training and ongoing development of team members.
- Conduct regular 1:1s, coaching conversations and performance reviews.
- Foster a positive, supportive and accountable team culture aligned to MCS values.
- Provide guidance and support to the team in managing cases.
- Oversee the effective scheduling and coordination of audits, assessments and investigations across the UK.
- Monitor workloads, operational capacity, productivity and service levels, helping to ensure work is allocated efficiently and fairly.
- Challenge and improve individual and team productivity, using operational data and insight to drive performance, remove barriers and maximise the effective use of resources.
- Monitor team performance against agreed service levels, KPIs and operational targets, implementing improvements where required.
- Act as an escalation point for scheduling issues, operational challenges, diary conflicts, delays or resource pressures.
- Ensure accurate record keeping across Dynamics, SharePoint, Power BI and internal trackers.
- Work closely with field\-based colleagues to maximise operational efficiency and reduce wasted travel or downtime.
- Support the coordination of urgent or high\-risk assessments and complaint investigations where required.
- Take ownership of quality assurance across the work of the Scheduling and Co\-Ordination team, ensuring high levels of accuracy, consistency and attention to detail.
- Conduct regular checks and reviews of team activity, records, communications and case handling to ensure standards are maintained.
- Coach and support team members to continuously improve accuracy, efficiency and overall quality of work.
- Provide insight into training needs and support upskilling across the team.
- Create a culture of accountability, continuous improvement and pride in high\-quality operational delivery.
- Challenge inefficiencies, duplication and outdated processes, encouraging smarter and more effective ways of working.
- Identify trends in audit and assessment outcomes and support improvements to Standards, processes and guidance.
- Review evidence of remediation and support consistency across all assessors and verifiers.
- Identify opportunities to improve workflows through better use of digital systems, automation, reporting tools and operational redesign.
- Support the ongoing optimisation and development of Dynamics 365 and associated operational systems to improve usability, visibility and efficiency.
- Drive consistency in operational processes, ensuring procedures are documented, scalable and sustainable as activity grows.
- Actively question and interrogate operational data, identifying trends, anomalies, bottlenecks and emerging risks.
- Use insight from operational reporting to support resource planning, performance management and proactive decision\-making.
- Work closely with management to ensure operational insight feeds effectively into the Compliance Intelligence Model and wider risk monitoring activity.
- Assess severe weather conditions and advise when field operations should be suspended.
- Support dynamic risk assessments and ensure staff follow safe working procedures.
- Provide welfare support and escalate safeguarding or vulnerability concerns.
- Support oversight of lone worker pro
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