Our skilled engineers play a vital role in ensuring all LilaConnect’s customers are, and remain, connected to our gigabit full fibre network. However, they are also on hand to ensure that everyone receives the excellence in technical support they deserve, when and where it is needed.
With this in mind, it seemed like a logical step to introduce you to Kayur Patel, one of our Senior Second Line Engineers for the second instalment in our brand-new Quick Connections series. To recap, our aim is to introduce you to all the team members who work tirelessly to set the new standard in connectivity. That means fast speeds, no surprise price hikes, and unparalleled reliability. If you’d like to read the previous post in this series, please click here: LILA Connect.
Kayur’s dedication to ensuring each customer has a positive experience is truly outstanding. Don’t believe us? Just to head to Trustpilot, where 250 of LilaConnect’s reviews praise Kayur and his excellent service. The reviews truly speak for themselves, but let’s hear from Kayur in his own words.
Firstly, introduce yourself and your role here at LilaConnect.
I’m Kayur, one of the Senior Second Line Engineers at LilaConnect. I was actually one of the very first engineers to join LilaConnect two and a half years ago. In my role, I am responsible for providing support to all LilaConnect customers – working quickly and efficiently to resolve any technical issues they may encounter, ensuring that their LilaConnect full-fibre internet is delivered with the highest level of service. In fact, I was part of the inaugural team responsible for establishing LilaConnect’s systems.
Since the age of 12, I’ve loved all things IT, spending my time rebuilding computers, or exploring and testing out the latest gadgets. It’s safe to say I knew a technical or engineering role was my calling! Fast forward to now, and I’m fortunate enough to call this ‘work’.
What’s one thing you are proud of during your time at LilaConnect?
I’d honestly have to say that it is the work itself. It’s been humbling to receive praise for the work I’ve done. There is simply nothing better than knowing that I’ve been able to help a customer – it’s something I cherish in my work. Leaving a property with a smile on my face is so fulfilling, and it’s one of the things I love most about the job. However, making sure the job is done to the best of my ability is not just rewarding, it’s what I believe I am here to do.
Having a poor internet connection is unacceptable in this day and age. We all rely on being able to access reliable and fast broadband to go about our daily lives.
Being able to ensure that our customers can stay connected to their loved ones, and the workplace, with friendly, affordable service is what pushes me to work my hardest. I’m proud to say that I do this every day.
Now, you’re definitely leading in positive reviews for LilaConnect, what’s made that happen – do you have any words of wisdom?
It’s not just internet connections that are important, in my role it is also the rapport you establish with the customer – I need to ensure that they trust we will help them. I am a naturally confident person, so I make sure that I engage with every LilaConnect customer I work with.
Listening, not just hearing, a customer is also vital. It’s one thing to just work ‘by the book’, but you must treat each customer as an individual. Their needs can be different and to understand this, you must spend time with them – asking questions and conversing with them.
If the occasion is right and appropriate, I often talk to customers about what I’m doing and why. For some it’s an important part of the process and what I would deem as a critical part of the personalised service we offer at LilaConnect. Explaining each step to them as I am completing it gives them a clear picture that I am doing my very best to resolve their issue.
I’ve learned a lot from my colleagues – I have a huge respect for them all. It’s never a competition, and this is something that we should all remember – we’re a team. That is one of the great things about LilaConnect, it does feel like one big team, and we’re all learning from one another every day…which has massively helped me in many ways!
What’s next for you and LilaConnect?
Currently, I’m working towards the 2nd Line Team Leader Engineer position. There are some additional steps that are required for this next stage, but I am enjoying being able to access the resources I need to do this at LilaConnect.
Ultimately, I just want to keep working to the best of my ability – and keep moving upwards. I love my job here at LilaConnect and want to make sure that this is reflected in everything I do. As long as I can help others, and my team to ensure that LilaConnect continues to connect our wonderful customers, that’s all I can ask for.
Thanks to our wonderful team, we’re able to offer our customers our great services. Kayur is truly a credit to the company, and it’s great to see the positive impact he’s had on his customers.
Watch out for our next post in the Quick Connections series, where we’ll introduce you to another team member and company function very soon. Stay tuned…
