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Meet the team: Chloe Vaughan, Customer Success

Posted on 04/05/2018, by Joe Jones

What initially made you want to work for Octopus?

I’ve been working at Octopus for a few years now. For the first six months or so I was working in the customer team for a different part of the business, before a role came up at Octopus Choice.

The product had only just launched. I became the first person on the team dedicated to customer success and so it was a really exciting challenge to get stuck in to. We only had a handful of investors at that point, not the many thousands we have now, and it’s been great to be able to grow with it.

What’s your favourite thing about working here?

I’d have to say the culture. From the very first interview, I knew that the company had a great vibe about it. I’ve never worked anywhere that makes me feel like I can truly be myself.

Everyone’s lovely and, while it sounds a bit trite, genuinely does want to do what’s best for the customer. I also like the fast-paced work environment – everything’s always changing. We’re constantly coming up with new ideas and things to do. It’s never boring, that’s for sure!

What are you most proud of?

We work hard to try and make sure that all our customers have a great experience when investing with us. Clearly we don’t get it right every time, but it’s really heartening to see how much positive feedback we get.

I’m particularly proud that most customers recognise the personal and real experience – we’re humans on the other end of a phone, or on the keyboard – hopefully that comes through!

What are you working on at the moment?

The focus of the day job will always be helping customers with any queries they have as quickly and usefully as we can. But we’re also looking at some new ways we can go that extra mile – to do everything we can to really give that personal touch. I can’t give too much away right now, but we want people to think… “wow”.

And what are you looking forward to when it comes to Octopus Choice?

I’ve watched Octopus Choice evolve into a platform that’s seen more than £150 million invested on behalf of thousands of investors. So I’m excited to see it grow even further, and welcome more and more investors onboard.

What do you think makes Octopus Choice stand out compared to other peer-to-peer lending platforms?

What I like about Octopus Choice is that it’s really innovative and accessible – as well as (hopefully!) straightforward, transparent and honest.

The minimum investment is just £10, and investors can get started in just a couple of minutes. But I like to think that we’re particularly up-front about the risks involved – and that in itself is quite refreshing for investment products, I think. Lots of would-be investors have questions they want answered and, understandably, want to know they can trust the people they’re handing over their money to.

In this sense, the values Octopus has as a group really help us stand out. Being helpful, customer-obsessed and going above and beyond whenever possible. We always have customers at the forefront of our decision-making.

You’ve been given a surprise day off. What do you do?

I’ve been living in London now for a while, but I’m still finding new places and things I haven’t seen. I’d probably head to a museum.

In fact, I still need to go to Kew Gardens. Get me some plants and a nice glass of vino.