When I joined, I think I was like the ninth or tenth member of the operations team! I came in as an energy specialist with no idea what operations was at all, taking customer calls on our one phone line – a physical, ringing phone in the office.
Because of how tight knit all functions of our business are, I was really lucky to be able to spend quite a lot of quality time with the tech team while they were building the earliest version of Kraken. I fed back to the tech team to help map out all the Kraken functions we'd need to make our lives, and our customers’ lives, easier.
As I had in-depth knowledge of what ops, and customers, needed our software to be able to do, and I really started working out what we needed to automate when I was about to go off for a months' travel around Mexico. While I was off, James [Eddison, CTO] built tonnes of the features that I asked for. I really love that kind of mathematical, scientific way of thinking.
Then, I got involved in our first ever customer migration — moving all our customers off the off-the-shelf legacy system we’d been using before, and onto the brand new, baby version of Kraken, our proprietary tech.
Next, I started managing our partnerships from an operational perspective — ensuring other companies we worked with to get new customers were being looked after, and their customers were getting a great experience with us etc. Everyone from Arsenal FC to ‘Just Move In’ to Monzo. This gave me my first insight into working with different companies outside Octopus — the work I do now, client management, is a partnership in a way, so that experience was incredibly useful.
Then, Jon asked me if I wanted to have a go at building and managing the credit team. So I did! I was pretty young, and had no idea what I was doing.
So when I first joined credit, we had four temporary staff. Nothing was automated – they were all working manually off simple spreadsheets. And then over the years, it's really evolved. The team moved to Leicester, we've involved third parties, and our account health and credit care journeys are fully automated in Kraken. I’m really proud of that. I’ve left it in really great hands as well – with people who truly care about their customers – the team are really fab.
Of course throughout I still step in sometimes to talk to customers as we all do at Octopus, no matter what role we’re in. You’re never in a box when it comes to your role.
I never ever thought when I was at uni that I'd be doing this.