From our skilled engineers to our award-winning customer service agents, everyone has an essential role in making full fibre possible. At LilaConnect, we’re lucky to have a team dedicated to setting the benchmark on what good service looks like across every division. But don’t take our word for it…
In our brand-new Quick Connections series, we’ll 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.
First up, it’s our Head of Customer Services, Catherine Crockett. Catherine and her dynamic team ensure that customers are managed quickly and efficiently. As a further demonstration, to date, LilaConnect has an overall rating of ‘excellent’ (4.3 out of 5 stars) on Trustpilot.
Here’s a little more about VX Fiber Group veteran Catherine and how she built a first-class customer service team:
Firstly, introduce yourself and your role here at LilaConnect.
I’m Catherine, and I’m Head of Customer Services at LilaConnect. I joined the team four years ago and have since been responsible for the end-to-end customer experience, including development, implementation and delivery. In short, my team and I aim to connect people and information in the most efficient and timely fashion and to build valuable relationships with our customer base.
When I started with the company, people, processes, and systems were not fully established. To see the customer service desk we have built now and what we have achieved, the brilliant Trustpilot score and Net Promoter Score (NPS) of 72, sometimes it’s hard to believe where we started. Of course, this is down to our fantastic team, they’re a joy to manage!
Outside of LilaConnect, I also have my own company mentoring and coaching local businesses. It’s such a gratifying experience being part of their journey. Watching a business you have worked with unlock its potential – hitting its target or goal – is second to none. I try to bring these skills into LilaConnect by supporting my young team as well.
What’s one thing you are proud of during your time at LilaConnect?
There are many things I’m proud of, but as I’m sure for many managers, our response to the Covid-19 pandemic has to rank highly. We were key workers, and throughout the crisis, the team never stopped working, nor did they let standards slip or their positivity waver. This is despite handling far more calls as people recognised how important the internet was to stay in contact with friends and family. Not only did the team excel, but we grew and recruited more people virtually. I genuinely believe that this experience set the groundwork for the customer service we offer now – always with a lot of empathy towards our customers.
What do you like most about the work we do here?
The values of the company. Although LilaConnect’s business is ‘internet connectivity’, its primary mission is connecting people and communities. We aim to ‘do good locally’ in each location where we have a presence. This involves making long-term investments in the area and boosting the local economy. I firmly believe that in the business world, a winning formula is giving back, so being able to do that every day gives me a lot of pride in what we do.
What’s next for you and LilaConnect?
For LilaConnect, the next few years are all about growth. For the customer service team, this will be ensuring that even as our customer base scales, our service keeps its personal touch.
On a more personal level, I want to support my team, who are all in their 20s and 30s and pass on everything I’ve learned during my own career. I want to ensure every team member feels fully happy and supported with what they do and can grasp the exciting opportunities open to them at LilaConnect. It’s all about carrying it forward and ensuring the next generation of leaders have the same advantages I’ve had.
Thanks to Catherine for all the tireless effort and support she offers her team and LilaConnect!
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.
