MER Remote Team Support manager

				Overview:

We're looking for an experienced and forward-thinking Refrigeration Technical Remote 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

Responsibilities:

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:

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.
			

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