MER Remote Team Support Manager

Role Overview

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.

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.

Qualifications

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

Benefits

• 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 - Ready to step into a high impact leadership role?

Proud member of the Disability Confident employer scheme