DPSS Customer Services Assistant

DPSS Customer Services Assistant | 11236 | Fixed Term Contract until 31 May 2027 | 37 hours per week | £27,709 to £29,071 per annum (Scale E) | County Hall, Norwich

Are you experienced in finance and front‑facing customer service, and passionate about supporting vulnerable adults? If so, we’d love to hear from you!

We’re looking for a dedicated and compassionate individual to join our Direct Payment Support Service (DPSS). This role is a true blend of financial processing and customer-facing support, where you’ll manage our service desk while also handling complex financial tasks. Your work will ensure that Carers and Personal Assistants are paid accurately and on time — a vital part of safeguarding the wellbeing of those who rely on their care.

Key Responsibilities:

Customer Service (Front Facing):

• Provide high‑quality customer service across phone, email, and other channels.
• Act as a first point of contact for Direct Payment enquiries, offering reassurance, clarity, and practical support.
• Support vulnerable adults, understanding the challenges faced by sick or disabled individuals.

Finance (Core to the Role):

• Manage and process financial transactions, including online banking, invoice payments, and payroll instructions.
• Ensure timely and accurate payments to Carers and Personal Assistants.
• Use payroll and HR systems to calculate tax, National Insurance, pensions, and statutory entitlements.
• Maintain accurate financial and administrative records using MS Office (especially Excel and Word).

Operational:

• Work confidently in a high‑volume, deadline‑driven environment.
• Prioritise tasks effectively and adapt to changing workloads.

About You:

You’ll have experience in:

• Customer service roles — ideally front-facing and in finance, care, or public services.
• Using finance systems, including online banking.
• Supporting vulnerable adults or working within social care.
• Microsoft Office, especially Excel and Word.

You will also:

• Be confident with payment systems, databases, and financial accuracy.
• Have excellent communication skills and a strong customer‑focused approach.
• Be proactive, adaptable, and able to manage your workload independently.
• Be subject to an Enhanced DBS check.

What We Offer:

• A supportive and inclusive team environment.
• The chance to make a real, meaningful difference in people’s lives every day.

Interested?

For more information about the role, please contact:

Heidi Sampson – DPSS Customer Services Manager

or

Cameron Tovee-Galey – DPSS Customer Services Coordinator

These are some benefits you can enjoy by working for Norfolk County Council:

• Competitive salary

• Generous holiday entitlement

• Health and Wellbeing services including fast-track physiotherapy and a free counselling service

• Flexible working opportunities including flexi-time, part time, remote and hybrid working – dependent on your job role and business need.

• Financial benefits such as:

  • ‘Norfolk Rewards’ our employee discounts programme which helps you save money on almost anything, from everyday groceries and clothes, to holidays, new technology, gym membership, trips to the cinema and days out.

  • A Blue Light card for Fire Service and Social Care Workers

  • Relocation expenses (where applicable)

  • An advance of your expenses if you travel for work

  • Local Government Pension Scheme with generous employer contribution, life assurance, death in service payments and dependants’ pensions

  • Tax efficient ways of getting extra pension and new bikes

  • Access to our tax efficient car lease scheme for greener travel enabling you to lease a brand new, ultra-low emission vehicle (subject to eligibility)

  • A payment if you refer someone you know to a hard to fill job

We want our people to be inspired and motivated to work well together, make the most of our workspaces, enjoy a healthy work-life balance, and deliver excellent services to Norfolk and its people. Flexibility is built into the way we work, with hybrid working a key feature for many roles. Our technology platform and equipment are first class, enabling you to connect and collaborate remotely. We ask that you have in place good Broadband connectivity.

Before you apply, we recommend reading the full Job description and person specification to help you demonstrate how you meet the criteria. You can also find information on our Terms and Conditions here.

Already a Norfolk County Council employee? See and apply for all internal and external vacancies via myOracle using your @norfolk.gov.uk or @nccal.ac.uk email.

Redeployment closing date: 23 September :59

All other applicants closing date: 7 October :59