MER Remote Team Support Manager

We’re looking for an experienced and forward-thinking MER Remote Team Support Manager to lead our Refrigerant Management Team (RMT) and MER Support Team. This is a key role driving FGAS compliance, operational excellence, and field efficiencies across our refrigeration function. 

You’ll champion remote support capabilities, enhance triage processes, and develop a cross-functional, high-performing team that delivers best‑in‑class Bureau services to Arcus and our clients.

If you’re passionate about data-driven operations, technical performance, and developing people—this could be the perfect next step.

Benefits include

• Salary: Up to £55,000 depending on experience
• Up to 4% bonus, dependent on performance
• Group personal pension scheme of matched contributions between 5% and 6%
• Life Assurance 
• Funded Training Sponsorship Scheme
• Health cash plan

Team Leadership & Development

• Build and lead a cross-functional team delivering full remote MER support services.
• Develop MER Technical Advisors (TAs) to be RIHCS and HVAC‑aware for improved triage.
• Mentor Helpdesk colleagues to enhance triage capability and reduce impact on specialist teams.
• Manage daily team functions, shift patterns, duties, and performance.
• Drive colleague engagement and foster ongoing professional development.

Operational Excellence

• Use Helix and SMaRT HUB data to drive improved field performance.
• Conduct repeat call analysis, root‑cause investigations, and recommend corrective actions.
• Produce clear, innovative reporting for a wide range of stakeholders.
• Support Operations Managers by identifying trends in FGAS usage and asset performance.
• Ensure accurate ERM and FGAS data is captured across internal and client systems.
• Lead improvements across refrigerant cylinder returns and gas containment processes.
• Track PRV data to maintain compliance with PSSR regulations.
• Manage workload, documentation, and process governance across the team.

Governance, Compliance & Budget Control

• Protect Arcus through diligent REFCOM compliance and gas management.
• Maintain team expenditure, OT use, holiday planning, and absence management within policy.
• Define colleague roles, responsibilities, objectives, and team governance structures.

Essential

• NVQ Level 3 or City & Guilds Level 3 in Refrigeration
• F-Gas Category 1 certification

Knowledge & Experience

To thrive in this role, you’ll bring:

• Experience in Refrigeration, RTMS or service-based environments.
• Background in commercial refrigeration or HVAC maintenance.
• Prior experience managing a small team.
• Strong understanding of FM support services, KPIs, and performance monitoring.
• Familiarity with refrigerant gas containment and FGAS legislation.
• Competency in resource planning processes and techniques.

Skills & Behaviours

• Strong communication skills—verbal, written, listening, and presenting.
• Problem‑solving ability with a proactive, analytical approach.
• Effective stakeholder management, negotiation, and conflict resolution.
• Quality reporting and process management skills.
• Excellent time and workload management.
• A collaborative leader who drives engagement at all levels.

Ready to step into a high-impact leadership role?

Apply today and help shape the future of our remote refrigeration support services.