Direct Payments and Financial Customer Support Officer

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.,

• 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, The London Borough of Waltham Forest only advertises vacancies via our official website and approved recruitment platforms (e.g. Jobsgopublic).
We will never ask for payment or request sensitive personal or financial information as part of our recruitment process. If you are contacted by a third party claiming to represent the Council, please verify the vacancy via our official careers website before sharing any information. If you have concerns about a job advert or communication, please report it to

To be considered for this position, you should meet the following requirements:
• 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;
• This role is subject to safer recruitment practices as it involves work with children and/ or vulnerable adults;
• Satisfactory DBS check;
• As a public authority, we must ensure that members of staff in public-facing roles are able to speak fluent English. This means that they must have a command of spoken English, with confidence and accuracy, sufficient for the effective performance of their role. This requirement does not refer to any particular English language qualifications, regional or international accents, dialects, speech impediments or the tone of conversations. It does not require staff to speak only in English.
  
  Bursting with culture, energy, and opportunity, the London Borough of Waltham Forest is a fantastic and exciting place to work.
We are a highly ambitious borough. Driven by culture and the innate creativity of our residents, we have developed new and innovative ways to build our communities. Our Council is relentlessly resident-focused, insight-led, digitally driven and commercially minded; a Council focused on meeting the needs of our existing and future residents. London Borough of Waltham Forest is one of the employers. This accreditation is a proof of our commitment to creating a healthy, fair and inclusive workplace. This includes fair pay and conditions, workplace well-being, skills and progression and diversity and recruitment., Waltham Forest is a diverse borough where diversity is valued and is integral to both, service delivery and employment of its staff. The Council is proud of its rich mix of communities and as the largest employer in the area, it works hard to respond to the changing needs of its population. We use our statutory duties on race, gender and disability equality and best practice in respect of age, faith and sexual orientation to ensure equality of opportunity in the workplace. The Council is committed to meeting its 4 equality objectives: - Promoting equality of opportunity - Opposing all forms of discrimination, intolerance and disadvantage - Ensuring our workforce reflects the diverse communities of Waltham Forest at all levels. - Providing fair, appropriate, accessible and excellent Services to all. Respecting Diversity is a core Council value.