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CRM Controller – London Underground
Location: Southampton or Bedford Function/Department: Service Reports To: Customer Relationship Manager
Position Summary
Our customer, Transport for London (TfL), operates approximately 700 UPS and OLBI systems across the London Underground network. Vertiv maintains a long-standing service and maintenance agreement with TfL, delivering preventative maintenance, servicing, and operational support to ensure the continued reliability and performance of this critical infrastructure.
This role focuses on supporting the effective management of the contract and contributing to the department’s operations. The ideal candidate will:
- Coordinate maintenance activities
- Ensure compliance with contractual requirements
- Support service delivery objectives
- Assist in improving customer satisfaction and operational performance
Key Responsibilities
London Underground (LUL) Contract & Operations
- Manage the weekly engineering work program in line with LUL planning and control requirements
- Arrange and coordinate LUL site access through Railsys for planned maintenance visits, preventative maintenance, battery replacements, and ad-hoc site visits
- Plan and schedule maintenance activities to meet contractual and operational obligations
- Issue work instructions and maintenance schedules to engineering teams
- Create, assign, monitor, and update service requests in Oracle
- Collect, review, and maintain records of engineers’ site visit reports
- Maintain and update contract databases, records, and spreadsheets
- Ensure all maintenance documentation aligns with TfL’s requirements for submission timelines
- Provide regular feedback on contract performance to the CRM team
- Offer additional support within defined scope as required
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Rail Sentinel Scheme Coordination
- Ensure compliance with Rail Sentinel Scheme requirements
- Coordinate workforce engagement activities, including tracking competencies, briefings, and certifications
- Arrange Personal Track Safety (PTS) medical assessments and Sentinel-related competency training
- Liaise with management on drug and alcohol screening programs
- Monitor workforce competency records and ensure ongoing compliance with rail safety standards
Personal Attributes & Skills
- Highly self-motivated, capable of working independently with minimal supervision
- Strong interpersonal and communication skills, proficient in managing complex stakeholder relationships
- Proven experience in client liaison and team coordination, maintaining good rapport and ensuring smooth service delivery
- Exceptional organisational and multitasking abilities, able to navigate changing priorities efficiently
- Competent in professional customer communications, including participation in weekly calls with Operations Manager and Customer Relationship Manager
Vertiv Culture & Expectations
Vertiv values the following Core Principles and Behaviors to drive its Strategic Priorities:
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Core Principles
- Safety
- Integrity
- Respect
- Teamwork
- Diversity & Inclusion
Strategic Priorities
- Customer Focus
- Operational Excellence
- High-Performance Culture
- Innovation
- Financial Strength
Key Behaviours
- Own It
- Act With Urgency
- Foster a Customer-First Mindset
- Think Big and Execute
- Lead by Example
- Drive Continuous Improvement
- Learn and Seek Out Development
About Vertiv
At Vertiv, we empower the systems that power the future. Our technologies connect healthcare, transportation, finance, and technology—everywhere there’s a need for resilience. With over $5 billion in sales, a global presence across 70 countries, and a commitment to innovation and diversity, we create opportunities for our people and deliver transformative solutions for our customers.
Vertiv is an Equal Opportunity/Affirmative Action employer, dedicated to providing equal opportunities in hiring, employment, training, and career development without discrimination based on:
- Age
- Race
- Colour
- Religion
- Sex or pregnancy status
- Marital status
- Sexual orientation or gender identity/expression
- Disability
- Veteran status
- Political affiliation
- Citizenship status
For accessibility assistance, contact help.join@vertivco.com. Further details and applications are available at Vertiv.com/Careers.
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