Senior Direct Payments Officer

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£29060 - £30712
Job Type
Full Time

To provide an effective, customer focused support service to people and children who are in receipt of Direct Payment. The post will support the Direct Payment Team Leader by managing the daily tasks for staff and lead the team through the effective use of systems and processes deliver an efficient service.
The Senior Direct Payment Officer is a key contact for colleagues and people for queries and manages complex issues when required.
The post holder will ensure an integrated approach to reconciling Direct Payments by assisting with the implementation of new technologies, methodologies and processes that meet the needs of the service. This role will identify and investigate potential situations where people may not be managing their Direct Payments in an appropriate way and to recommend actions to address any issues.

Our benefits

We offer a wide range of benefits to our employees, these include:

  • Generous annual leave entitlement starting at 28 days annual leave per year, 29 days for senior managers (pro rata, depending on how many hours per week you work), plus bank holidays. An additional 5 days, linked to continuous service, and ability to purchase up to 6 weeks additional leave per year.
  • Cycle to Work scheme. 
  • Local Government Pension Scheme plus immediate life cover (3 times your annual salary from day one) and ill-health protection.
  • Employee discounts with local and national retailers, days out, finance, health and beauty, travel and eating out plus lots more.
  • Car Lease scheme
  • Payment of professional subscription / membership - If your job description requires that you are registered with or are a member of a professional body, WNC will pay for your professional subscription or membership fees.
  • Employee Assistance Programme - We have an employee support programme run by Health Assured, an independent, external organisation. Health Assured is available for you and your immediate family members, 24 hours a day, 7 days a week, 365 days a year and includes telephone counselling, legal advice, bereavement support and medical information.
  • Ongoing training and development opportunities.
  • A variety of flexible working options to support your work/life balance, including full or part time, term time, 9-day fortnight, etc. (subject to business needs).
  • Our West Ways of Working – We want our workforce to thrive, and we equip our employees with the right technology to support hybrid and collaborative working, on or off site, depending on the role.
  • Making a difference - If you want to use your skills and experience with an organisation that are genuinely invested in making a difference, are committed to improving people's lives, and whose success has a direct impact on the wellbeing of your family, friends and people in your local area, then West Northamptonshire Council is the place for you.

What will you be doing?

1. Oversee and ensure all Direct Payment accounts are reconciled in a timely and in accordance with care needs plans. Provide daily support to Direct Payment Officers and managing the workloads of the Direct Payment Officer and Direct Payment Assistant.
2. Assist the Direct Payment Team Leader in providing effective employee management, improving performance, developing, appraising, and rewarding team members.
3. Ensure pro-active monitoring of Direct Payments is undertaken and the identifying any high and closing balances are recovered where necessary. Assisting Direct Payment Officers in escalating any inappropriate usage of Direct Payment monies and taking appropriate steps to recover these funds, and to highlight the misappropriation of the funds to Adult Social Care so early intervention can take place.
4. Promote the use of Prepaid Cards for all appropriate Direct Payment users and monitor the balance within the E-wallet for Prepaid cards.
5. Investigate, respond to, and resolve service requests and queries ensuring operational service priorities are met through ownership, adhering to agreed service standards, legislation, and guidance and according to operational procedures. Escalate any complaints and potential safeguarding issues in accordance with the relevant procedures.
6. Produce clear, accurate and concise statistics for the Direct Payment service and the team on a weekly, monthly and annual basis.
7. Take responsibility and ownership on areas of the service where improvements could be made. Recognising and adapting to the changing needs of the service by making recommendations and implementing agreed changes to improve efficiency and the service provided.
8. Support system implementations including conducting system testing and delivering training to staff on new system processes.
9. Work as part a team supporting your colleagues, mentoring Direct Payment Officers, Direct Payment Assistant and Apprentices to a high standard. Provide training to new Direct Payment Officers as and when required to ensure high levels of standards are met.
10. To maximise personal productivity, minimise duplication and errors; and manage our information efficiently and securely to reduce risk, though effective use of Office 365 and our internal IT systems and applications.
11. Actively challenge and seek to eliminate any directly or indirectly discriminatory practice or behaviours.

About us


At West Northants Council, it’s about our people. People who thrive with ambition, bubble with new ideas, demand better ways of working, caring about every detail, and who never shy away from a challenge. Our culture is a gateway for new experiences. A place to forge new opportunities. To empower you in your career and unite you with like-minded people.

Our vision is ‘to make West Northants a great place to live, work, visit and thrive’. We truly stand by this and work hard every day to make this a reality. Our corporate values, THRIVE, stand for: Trust, High Performance, Respect, Innovate and Empower, they underpin everything we do and how we deliver services. 

Hear more from our Chief Executive, Anna Earnshaw, about what it's like to work at West Northants Council  

We are committed to ensuring diversity, equality, equity, and inclusion is woven into the fabric of WNC and everything we do, to enable all colleagues to develop and maximize their full potential.  We are a disability confident employer, a member of the Armed Forces Covenant, and a Care Leaver Covenant partner

The following film was created by our DEI staff network group - watch WNC colleagues explain what DEI means to us.


If you need additional support or reasonable adjustments during the application process, including needing the job description in another format or language, please email for support.

West Northants Council, where careers thrive.

To apply please click the Apply Now link below.

Apply for Senior Direct Payments Officer
This role expires 17/05/2024.
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