What does it look like when customer experience isn’t just a strategy, but a way of life? In this episode of Customer Experience Superheroes, Christopher Brooks sits down with Kayleigh Harwood, Customer Services Director at Utility Aid, for a conversation that is equal parts inspiring and practical.
Utility Aid is no ordinary energy broker. Specialising exclusively in serving charities and not-for-profits, they exist to free up the organisations that do good in the world — handling procurement, bill-checking, fund recovery, and supplier liaison so their customers never have to navigate an energy supplier again. With 4,500 not-for-profit organisations in their care and a Trustpilot score of 4.8, they are clearly doing something right.
Kayleigh shares her remarkable journey from customer service apprentice at BT to leading five functions and over 20 reports at Utility Aid — a path built not on a grand plan, but on curiosity, hard work, resilience, and a genuine passion for people. That passion now shapes everything at Utility Aid, from how they recruit (hint: do you volunteer?) to how they celebrate every five-star Trustpilot review as a team.
This episode is packed with practical insight for CX professionals, including how Utility Aid approaches technology adoption with caution and care, the story behind their recently launched customer portal — tested and approved by a 10-year-old — and how winning Most Trusted and Best Customer Service awards galvanised their entire workforce.
There is also a compelling conversation about the newly launched Utility Aid Foundation, which redistributes funds directly back to the charities they serve, and why Kayleigh believes protecting the human interaction at the heart of their brand is non-negotiable.
If you want to be reminded why culture is the engine behind exceptional customer experience, this episode is essential listening.