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CRM Controller
CRM Controller – London Underground
Job Title: CRM Controller (Assignment)
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 reliability and performance of this critical infrastructure.
This role is responsible for coordinating contract activities, supporting the department’s efficiency, and improving customer satisfaction and operational performance. The ideal candidate will:
- Manage maintenance planning and compliance
- Coordinate site access, work programs, and service delivery
- Maintain contract records, reporting, and stakeholder communication
- Ensure Rail Sentinel Scheme compliance for workforce competency and safety
Key Responsibilities
London Underground – Planning, Coordination & Compliance
- Manage the weekly engineering work program in line with TfL Planning & Control requirements.
- Arrange and coordinate LUL site access (via Railsys) for maintenance visits, preventative maintenance, battery replacements, and ad-hoc visits.
- Plan and schedule maintenance activities to meet contractual and operational requirements.
- Issue work instructions and maintenance schedules to engineering personnel.
- Create, assign, monitor, and update service requests in Oracle.
- Collect, review, and maintain engineers' site visit reports.
- Maintain and update contract databases, spreadsheets, and records.
- Ensure all maintenance documentation and reports align with customer requirements and deadlines.
- Provide the CRM team with regular feedback on contract delivery, performance, and service levels.
- Support additional contract-related duties as required.
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Rail Sentinel Scheme Coordination
- Ensure full compliance with the Rail Sentinel Scheme.
- Coordinate and document workforce engagement, including:
- Competency verification
- Relevant briefings
- Updating skills/certifications records
- Arrange Personal Track Safety (PTS) medical assessments and Sentinel-related training.
- Liaise with management on drug and alcohol screening programs.
- Monitor workforce competency records to meet rail industry standards and safety regulations.
Person Specification
Core Skills & Behaviours
protected by all parties, including:
- Self-motivated with the ability to work independently under minimal supervision.
- Strong interpersonal and communication skills, with experience in:
- Client liaison
- Cross-department team coordination
- Professional stakeholder relationships
- Excellent organisation and multitasking abilities, with a flexible, adaptable approach.
- Ability to participate in customer calls with TfL (e.g., weekly briefings with Operations Manager/CRM Team).
Vertiv’s Principles & Expectations
Core Principals
Safety | Integrity | Respect | Teamwork | Diversity & Inclusion
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Strategic Priorities
- Customer Focus
- Operational Excellence
- High-Performance Culture
- Innovation
- Financial Strength
Key Behaviours Expected
- Own It – Take accountability for outcomes.
- Act With Urgency – Prioritise and deliver results.
- Foster a Customer-First Mindset – Prioritise client needs.
- Think Big & Execute – Drive impact through action.
- Lead by Example – Set standards for team performance.
- Drive Continuous Improvement – Seek efficiency gains.
- Learn & Seek Out Development – Foster professional growth.
About Vertiv
Vertiv’s mission: “To empower the people that will power the future.”
From essential infrastructure (e.g., London Underground UPS systems) to generative AI and medical devices, Vertiv designs, manufactures, and services the solutions that keep the world functional.
With $5B in sales, a global customer base (14 countries), and 9,500 employees, Vertiv is committed to: ✔ Customer-driven innovation ✔ Sustainable operational excellence ✔ A culture of merit, collaboration, and growth
As an Equal Opportunity Employer, Vertiv prohibit discrimination in recruitment, employment, and opportunities based on:
- Age
- Race, colour, religion
- Sex, sexual orientation, gender identity
- Disability (accommodations available; contact help.join@vertivco.com)
- Protected veteran status
- Genetics, citizenship, or political affiliation
For more information on this role, visit Vertiv.com/Careers.
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