Are you passionate about helping others take control of their own care and support? Do you enjoy finding solutions, building trust, and making sure everything runs smoothly from start to finish? If you thrive in a role where you can combine organisation with compassion, and you want to see the direct impact of your work on people’s lives, this could bethe opportunity you’ve been waiting for. Join us as a Direct Payments Officer and be part of a team that empowers individuals to live life on their own terms.
About the role
As a Direct Payments Officer, you will be at the heart of helping people across Blaenau Gwent take charge of their own care through the Direct Payments Scheme. You’ll be the person individuals, families, carers, and colleagues turn to for clear, practical, and reliable advice. This means guiding people through the process of managing their own care arrangements, whether that’s helping them recruit and employ personal assistants, liaising with payroll and insurance providers, or ensuring all contracts and compliance checks are in place.
The role is varied and dynamic. You will also play an important part in the complaints process, listening to concerns from members of the public, ensuring they feel heard, and guiding them through the process with professionalism and empathy. You’ll work closely with colleagues across the department to ensure a consistent approach, maintain strong working relationships with outside agencies, and keep up to date with relevant legislation so you can provide the very best advice and support. Above all, you will be making a direct and positive difference to the lives of the people you work with.
About you
This role is ideal for someone who loves working with people and finds satisfaction in making a tangible difference. You will be a confident and empathetic communicator, able to explain sometimes complex processes in a way that feels accessible and supportive. You’ll be highly organised, able to juggle multiple priorities, and resilient when dealing with challenges or sensitive situations.
Your attention to detail will be excellent, ensuring processes are followed carefully and consistently. You will be comfortable working independently when needed, but equally value being part of a close-knit, collaborative team. While experience in social care or complaints handling would be beneficial, it’s your people skills, problem-solving ability, and commitment to empowering others that will truly make you stand out.
Blaenau Gwent Adult Services is committed to improving lives in our community through compassion, respect, and professionalism. Our Direct Payments team helps people take greater control over their care, allowing them to make choices that suit their individual needs and preferences. Our complaints service ensures that every voice is heard and that we are always striving to improve the services we offer.
This post is exempt from the Rehabilitation of Offenders Act 1974. A comprehensivepre-employment screening process will be undertaken which will include anEnhanced Disclosure with Child and Adult Barred List.
Access to a vehicle for work purposes is a requirement of the role.
For information on the re-employment and re-engagement of former employees please refer to the Council’s Pay Policy.
About us
At Blaenau Gwent, we are passionate about the work we do and the impact we have. We empower our staff to make meaningful changes and take action to enhance our services.
Want to ask us a question?
For further information or if you would like to have an information discussion, please contactAndrea James, Manager – Direct Payments and Complaints – telephone number01495 369623
Closing Date:
04/09/2025 at 12:00 midnight
Interview Date:
02/10/2025
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