Senior Direct Payments Officer in Wokingham

We have an excellent opportunity for a Senior Direct Payments Officer to join our Financial Assessments & Payments Team within Prevention and Support Services, on a Full-time, Permanent basis.

As Senior Direct Payments Officer, you will take lead responsibility for conducting timely reviews of Direct Payments in accordance with Council Policy, resolving queries and providing expert advice and guidance to both internal and external customers and their representatives. You will set up and process Direct Payments utilising available software packages, reclaim misused or unused funds in line with Council procedures, and champion the Direct Payments offering through events and liaison with internal teams and external agencies.

You will deputise for the Team Manager in their absence, assisting with the daily management of the Direct Payments Team, provide guidance on complex decision-making, respond to customer complaints, and compile management statistical records as required.

This is a fantastic opportunity for a compassionate, experienced professional with a background in a finance environment and supervisory experience to make a meaningful impact on the lives of vulnerable customers and the quality of Adult Social Care service delivery.

This is an exciting time to join us as we are expanding the team! Our service was recently recognised as one of the highest performing in the country after a CQC inspection. Wokingham Borough Council is part of the Social Care Future movement, which champions a vision where everyone can live in a place they love, connected to the people and activities that matter most, whatever their age, health or disability.

Not only is this an excellent opportunity, but it’s a fantastic time to join our team. You will receive an extensive range of employee benefits including:

• Generous Annual Leave – 28 days annual leave (rising by 5 days after 5 years of continued local government service), plus bank holidays
• GP Helpline - Available 7 days a week
• Employee Assistance Programme - Including a 24/7 Your Care Helpline
• Free Eye Tests and Flu Vaccines
• Free Onsite Gym - Located at Shute End Offices, Wokingham
• Salary Sacrifice Schemes - Including Car and Cycle to Work schemes
• Local & Lifestyle Discounts - Save on shopping, entertainment, dining out & more
• Move through Menopause Course
• Sports & Social Group Activities – Including running, football, cricket & more
• And more!

Key Responsibilities

• Provide customer support for Direct Payment customers and act as their point of reference.
• Resolve issues with Direct Payment card accounts and offer advice to customers with Direct Payment funds.
• Reconcile Direct Payment accounts and reclaim any unspent funds.
• Help train and coach colleagues on the team including new colleagues within the team.
• Communicate with colleagues and customers in an easy-to-understand language.

Candidate Requirements

• Experience of working in an office environment.
• A commitment to embracing change.
• The ability to interpret, extract and assess important information.
• The ability to work with volume and be accurate.
• Customer service ethos, striving to continually improve.
• The ability to work on their own initiative and take ownership as well as working as part of a team.

Wokingham Borough Council has committed to becoming a Marmot borough to embed prevention, early intervention and address inequalities in all aspects of our work. This is especially important given the significant and continued growth of our Borough and the diversity of its residents.

Wokingham Borough Council has recently been ranked 2nd most productive council in England by the Impower Productivity Index, recognising our strong performance and efficient use of public money.

Our Borough is set in the heart of Berkshire with excellent transport links to Reading and central London. Our area comprises of a vibrant and historical market town, attractive villages, and miles of beautiful countryside. We’re home to a range of high performing schools, a host of international businesses and an incredible community. The borough has a strong local economy with accelerated growth, a range of excellent public facilities and low levels of crime, offering an exceptional quality of life.

Closing date: Thursday 27th August 2026 at 11pm

Interview date: w/c 07 th September 2026

Wokingham Borough Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff, other workers and volunteers to share this commitment. All successful candidates for this role will be subject to Disclosure & Barring Service (DBS) checks along with other relevant employment checks.

Please note that all offers are conditional and subject to the satisfactory completion of pre-employment checks.

Due to the high volume of applications we receive, we regret that we are unable to respond to every applicant individually. If you do not hear from us within 4 weeks of the application closing date, please assume that your application has not been successful on this occasion.

Wokingham is an equal opportunities employer.