At a Glance
- Tasks: Support residents with Direct Payments, ensuring safe and flexible use of personal budgets.
- Company: Join a diverse and inclusive Adult Social Care team in Waltham Forest.
- Benefits: Gain valuable experience in financial administration and customer support.
- Other info: Opportunity to work collaboratively and contribute to service improvements.
- Why this job: Make a real difference in people's lives while promoting independence and choice.
- Qualifications: Knowledge of social care legislation and strong organisational skills required.
The predicted salary is between 30000 - 40000 £ per year.
We are seeking a proactive and highly organised Direct Payments and Financial Customer Support Officer to join our Adult Social Care team. This role plays a key part in supporting the effective delivery of Direct Payments services, ensuring residents are able to use their personal budgets safely, flexibly, and in line with relevant legislation and policy. You will provide professional advice and support to residents, colleagues, and external partners on all aspects of Direct Payments, including financial monitoring, compliance, and the responsibilities of managing funds. The role involves auditing client accounts, identifying risks, and ensuring public funds are used appropriately while promoting independence, choice, and control for residents. Working closely with internal teams and external stakeholders, you will contribute to service improvements, support performance reporting, and help ensure a high‑quality, customer‑focused service.
Responsibilities
- Provide advice, guidance and support to Direct Payment recipients and stakeholders
- Undertake financial monitoring, reconciliation and audit of Direct Payment accounts
- Identify and manage risks, including safeguarding and financial misuse, escalating where required
- Support recovery of unspent or misused funds in line with policy
- Maintain accurate records and ensure compliance with legislation and council procedures
- Contribute to service improvements, reporting and performance monitoring
- Work collaboratively with Adult Social Care teams and external partners
Qualifications
- Knowledge of social care legislation, particularly the Care Act 2014
- Experience in financial administration, auditing, or customer support environments
- Strong organisational skills and ability to manage competing priorities
- Excellent communication skills with the ability to engage a wide range of stakeholders
- Ability to analyse information, identify issues, and recommend solutions
- Strong IT skills including Microsoft Office packages
- Ability to work independently and as part of a team
- Satisfactory employment references and CIFAS identity checks
- Satisfactory declaration of interest
- Satisfactory DBS check
This role is subject to safer recruitment practices as it involves work with children and/or vulnerable adults. Members of staff in public-facing roles must be able to speak fluent English. This requirement does not refer to any particular English language qualifications, regional or international accents, dialects, speech impediments or the tone of conversations. Waltham Forest is a diverse borough that values equality, diversity and inclusion. We are an equal opportunities employer and welcome applications from all candidates regardless of race, gender, disability, sexual orientation or religion.
Direct Payments and Financial Customer Support Officer employer: London Borough of Waltham Forest
Join our Adult Social Care team in Waltham Forest, where we prioritise a supportive and inclusive work culture that empowers employees to make a meaningful impact in the community. As a Direct Payments and Financial Customer Support Officer, you will benefit from professional development opportunities, a collaborative environment, and the chance to contribute to service improvements while ensuring residents have control over their personal budgets. We are committed to equality, diversity, and inclusion, making us an excellent employer for those seeking rewarding and impactful careers.
Contact Details:
London Borough of Waltham Forest Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Direct Payments and Financial Customer Support Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at London Borough of Waltham Forest. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like London Borough of Waltham Forest before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Direct Payments and Financial Customer Support Officer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to London Borough of Waltham Forest:Your cover letter is your chance to shine! Tell us why you want to work at London Borough of Waltham Forest specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at London Borough of Waltham Forest!
How to prepare for a job interview at London Borough of Waltham Forest
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
