CRM Controller in Southampton

Overview

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, providing preventative maintenance, servicing, and operational support to ensure the continued reliability and performance of this critical infrastructure. This role is responsible for supporting the effective management of the contract and contributing to the efficient operation of the department. The successful candidate will help coordinate maintenance activities, ensure compliance with contractual requirements, support service delivery objectives, and assist in maintaining high levels of customer satisfaction and operational performance.

Responsibilities

• Manage the weekly engineering work program in accordance with LUL Planning and Control requirements.
• Arrange and coordinate LUL site access through Railsys for all planned maintenance visits, preventative maintenance activities, battery replacements, and ad hoc site visits.
• Plan and schedule maintenance activities to ensure contractual and operational requirements are met.
• Issue work instructions and maintenance schedules to engineering personnel.
• Create, assign, monitor, and update service requests within Oracle.
• Collect, review, and maintain records of engineers' site visit reports.
• Maintain and update contract databases, records, and spreadsheets.
• Ensure all maintenance documentation and reports are stored and submitted in accordance with customer requirements and specified timescales.
• Provide the Customer Relationship Management (CRM) team with regular feedback on contract delivery performance and service levels.
• Support additional duties and responsibilities within the scope of competence as required by the business.
• Rail Sentinel Scheme Coordination
  1. Ensure compliance with all requirements of the Rail Sentinel Scheme through effective Sentinel Coordination.
  2. Coordinate and document workforce engagement activities to ensure employees maintain required competencies, receive relevant briefings, and have all additional skills and certifications accurately recorded.
  3. Arrange Personal Track Safety (PTS) medical assessments and Sentinel‑related competency training.
  4. Liaise with management regarding the scheduling and administration of drug and alcohol screening programs.
  5. Monitor workforce competency records and ensure ongoing compliance with rail industry standards and safety requirements.
• Operational Excellence
• High‑Performance Culture
• Innovation
• Financial Strength

Candidate Profile

• Highly self‑motivated, with the ability to work independently and effectively with minimal supervision.
• Strong interpersonal and communication skills, with the ability to collaborate successfully across multiple departments and stakeholders.
• Proven experience in client liaison and team coordination roles, maintaining positive working relationships and ensuring effective service delivery.
• Excellent organisational and multitasking abilities, with a flexible and adaptable approach to managing changing priorities and workloads.
• Ability to hold professional conversations with the customer as well as attend and participate in weekly calls run by the Operations Manager/Customer Relationship Manager.

Behaviors and Core Principles

• Own It
• Act With Urgency
• Foster a Customer‑First Mindset
• Think Big and Execute
• Lead by Example
• Drive Continuous Improvement

The successful candidate will embrace Vertiv's Core Principals & Behaviors to help execute our Strategic Priorities. OUR CORE PRINCIPALS: Safety, Integrity, Respect, Teamwork, Diversity & Inclusion.