Supporting the Recruitment of Our New Operations Manager

As part of our promise to involve customers more, we invited one of our engaged customers to help us with the recruitment of a new Operations Manager. We want customers to have a real say in how we choose staff, and one way we have done this is by asking them to join our interview panels.

Having a real customer in the room helps Citizen understand what matters to the people who use our services every day. It also shows us how well each candidate communicates, how they treat people, and how much they understand our communities.

One of our engaged customer helped with shortlisting, took part in the interviews, asked their own questions, and helped score each candidate alongside Citizen colleagues.

A Customer’s Experience of Joining Our Recruitment Process

When we invited one of our engaged customers to join the interview panel for our new Operations Manager, they were keen to take part and see how recruitment worked behind the scenes. What followed was a genuine and reflective experience that showed the value of involving real customers in important decisions.

The customer told us:

“I enjoy making contributions and giving something back now that I'm retired. Keeps the grey matter active.”

For them, joining the process was a chance to stay involved, do something meaningful, and use their experience to help shape our services.

As the interviews began, they found themselves thinking carefully about fairness and balance:

“I tried to keep my feelings separate from comprehension of the facts. However, I'm aware that first impressions are real and need to be kept in check, which I found interesting and slightly challenging as an interviewer.”

This moment highlighted how seriously they took the responsibility — and how involved customer interviewers play an important role in making sure decisions are made with thought and care.

They also shared an honest reflection about expectations:

“I've thought that involving customers in things like interviews might have been a box‑ticking exercise, but it appeared that my contribution was taken seriously.”

Their insight helped show that customer involvement in recruitment isn’t symbolic — it genuinely shapes discussions and supports decision‑making.

Looking back on the process, they felt they made a real difference:

“I genuinely believe that my involvement helped… although in these particular interviews any disagreement would not have changed the outcome.”

Even when the strongest candidate is clear, having a customer voice adds valuable perspective on communication, tone, and connection.

And finally, they had some advice for any customers thinking about taking part in the future:

“I would suggest that customer interviewers be well prepared, understand the marking system, be open‑minded, attentive, take notes, and be brave and honest.”

Their experience shows why involving customers in recruitment matters — it builds fairness, brings a real‑world view into the room, and strengthens trust in how decisions are made.

Why We Involve Customers in Recruitment

• It helps us make fairer, more transparent decisions.
• It brings a real customer voice into the room, not just professional opinions.
• It helps us choose leaders who understand customers, listen well, and make people feel respected.

Faster Repairs

🔶 Fewer repairs are taking longer than 25 days.

🔶 Only about 500 are outside the target now.

🔶 We’re getting things done quicker.

Service Improvements

🔶 Better systems and processes

🔶 Smarter use of technology

🔶 Teams working more closely together

Progress

🔶 In January 2024, we had over 14,000 repairs waiting.

🔶 Now, it’s down to under 4,000 – the lowest ever!

🔶 This shows how much things have improved.

Better Teamwork

🔶 Teams from Birmingham and Coventry are now working together at 4040.

🔶 They’re also working closely with our Customer Engagement Centre.

This has helped:

🔶 Reduce complaint

🔶 Increase productivity

🔶 Make cusotmers happier

Thank You to Our Customers

Your feedback has helped shape these changes. Thank you for your patience, honesty, and support. We are committed to continuing to improve and deliver a service you can be proud of.

Over the last two years the repairs group has come together to feedback about the Repairs policy.

Thank you for your comments.