Payments Officer (PO1)

Direct Payments & Financial Customer Support Officer This role is based within Adult Services at the London Borough of Waltham Forest and supports the delivery of the Direct Payments service. The post holder provides advice, guidance and customer support to Direct Payments recipients, helping them use their funding in a way that promotes choice, control, independence and flexibility . The role involves working closely with service users, social care teams and external agencies, undertaking financial monitoring and audits of Direct Payments accounts, identifying and recovering unused funds where appropriate, and ensuring compliance with the Care Act 2014 and relevant Direct Payments legislation. Purpose To support activity delivered through the Direct Payments Team and provide professional, proactive, customer focused support both internally and externally. This will include developing and delivering specialist support / advice for direct payments to clients and ensuring, relevant legislation, regulations and policies are complied with and Direct Payment clients, are enabled to use their payments in a way that promotes choice, control, flexibility and independence. This role will support the team with administration and undertaking regular auditing of client accounts to ensure effective and appropriate use of Council funds by clients receiving Direct Payments and support with undertaking recovery of client funds as and when appropriate. Job Specific Accountabilities: To provide appropriate support, advice and information about Direct Payments in a way that promotes choice, control, flexibility and independence.  Support the Direct Payments manager to provide an effective service. Support the Direct Payments manager to provide an effective service. To keep up to date with Direct Payments legislation, guidance and best practice. To work collaboratively with the Adult Social Care teams and other internal and external agencies relevant to the work of the Direct Payments Team. To support with the adequate and robust monitoring of Direct Payments expenditure. Support the Financial Compliance & Direct Payments manager and the Direct Payments manager to provide an effective service. Identify actual or potential risk and safeguarding situations, escalating concerns where appropriate. Support with the delivery of Key Performance Indicators (KPI’s) and quality assurance measures for all aspects of Direct Payments. Generic Accountabilities Provide advice and make recommendations based on up to date knowledge and analysis / evaluation of information. Contribute to the development of service plans to meet strategic business goals. Research developments in relevant area. Collate process and analyse information / data. Translate outputs into advisory reports / documents / actions as appropriate. Research developments in relevant area. Collate process and analyse information / data. Translate outputs into advisory reports / documents / actions as appropriate. Work closely with others to support/Manage the development and delivery of improvements in processes and procedures. Act in accordance with all policies and procedures which apply to the job and understand the reasons for this. Carry out all duties and responsibilities with reasonable care for the health and safety of self and others and report any potential hazards or unsafe practices to line manager. Support with administration activity and management of work within the team. Knowledge, Skills and Experience  Essential • Good knowledge and application of IT systems and software packages, specifically Microsoft • Knowledge of legislation relevant to social care, in particular the Care Act 2014. • Experience of providing innovative and effective solutions in complex situations. • Excellent oral and written presentation skills. • Ability to work flexibly, balancing competing priorities and meeting deadlines whilst understanding the needs, timescales and deadlines of others. • Experience in customer-focused environments with a proven ability to work independently, solve problems, and take initiative to provide excellent service. • Maintains a high level of professionalism, care, and integrity, always promoting a positive image of the organization. • Possesses clear communication skills and the ability to build strong relationships. Can deal diplomatically and confidentially with a wide range of internal and external customers. • Highly flexible with a positive attitude, adapting easily to change and new service requirements. • Proactive in identifying difficulties and problems, recommending corrective action, and resolving issues effectively. • High level of professionalism, care and integrity, ensuring a positive image of the organisation is promoted at all times. • Strong time management skills to ensure strict adherence to pay run and billing cycles. • High level of flexibility, a positive attitude and ability to adapt to changes. • Highly organised with the ability to multi-task and be flexible to respond to service delivery requirements across the service • Willingness to learn new skills, processes and systems as appropriate to the role Desirable Previous experience of administering Direct Payments or working within a financial administrative context Indicative Qualifications  Degree or equivalent or vocational qualification in relevant subject or area Evidence of Continuous Professional Development