Client Affairs Team Lead

SUFFOLK COUNTY COUNCIL; Ipswich; Hybrid; GBP 42,000 - 56,000; Full time

Benefits offered by this job

29 days leave (pro rata)

LGPS

Travel benefits

Annual pay progression

Training opportunities

Career development

Staff networks

Flexible working

Job summary

Suffolk County Council is seeking a Client Affairs Team Lead within the Financial Inclusion and Advice Service to support vulnerable adults by managing complex financial affairs under DWP Appointeeship and Court of Protection Deputyship regimes.

You will lead a team of Client Affairs Officers and Assistants, ensuring high standards of governance, accuracy in financial transactions and sensitive customer care, while developing service improvements with Adult Social Care colleagues.

Qualifications

• Experience of leading, supervising or developing staff.
• Knowledge of DWP Appointeeships, Court of Protection Deputyships and the relevant legislation.
• Experience managing complex casework and making informed decisions.
• Strong communication skills, with the ability to explain complex information clearly and sensitively.
• Good analytical, organisational and numerical skills.
• Experience interpreting legislation, policy and procedural guidance.
• Confidence using digital systems and maintaining accurate records.
• A Level 3 qualification, or equivalent knowledge and experience.

Responsibilities

• Lead, motivate and develop a team of Client Affairs Officers and Assistants, fostering a positive and high-performing culture.
• Provide expert advice and support on complex Court of Protection Deputyship and DWP Appointeeship cases.
• Oversee Court of Protection applications, Office of the Public Guardian reporting requirements and associated statutory responsibilities.
• Monitor financial transactions, property-related matters, charging arrangements and customer finances, ensuring compliance and accuracy.
• Manage complaints, compliments and customer feedback, promoting a responsive and person-centred approach.
• Develop and improve procedures, working closely with Adult Social Care colleagues and partner organisations to deliver the best possible outcomes for customers.

Skills

Leadership

Staff development

DWP Appointeeships knowledge

Court of Protection knowledge

Communication

Numerical skills

Legislation interpretation

Digital systems

Education

A Level 3 qualification or equivalent

Job description

As a Client Affairs Team Lead within our Financial Inclusion and Advice Service (FIAS), you’ll help some of Suffolk’s most vulnerable residents by ensuring their finances are managed safely, effectively and compassionately. You’ll lead a dedicated team supporting people through Department for Work and Pensions (DWP) Appointeeships and Court of Protection Deputyships, helping to protect their financial wellbeing and independence. Join us and turn your passion for leadership, customer service and complex financial administration into meaningful action. Reimagine the possibilities.

Your role and responsibilities

As our Client Affairs Team Lead, you will provide leadership, guidance and operational oversight to a team delivering specialist financial management services on behalf of adults supported by Adult Social Care. This is a varied and rewarding role where no two days are the same. You may be supporting colleagues with a complex deputyship case, overseeing Court of Protection processes, ensuring compliance with Office of the Public Guardian requirements, responding to customer feedback or identifying opportunities to improve service delivery. You will:

• Lead, motivate and develop a team of Client Affairs Officers and Assistants, fostering a positive and high-performing culture.
• Provide expert advice and support on complex Court of Protection Deputyship and DWP Appointeeship cases.
• Oversee Court of Protection applications, Office of the Public Guardian reporting requirements and associated statutory responsibilities.
• Monitor financial transactions, property-related matters, charging arrangements and customer finances, ensuring compliance and accuracy.
• Manage complaints, compliments and customer feedback, promoting a responsive and person-centred approach.
• Develop and improve procedures, working closely with Adult Social Care colleagues and partner organisations to deliver the best possible outcomes for customers.

Ensure high standards of governance, financial stewardship and service delivery across the team.

This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS (Disclosure and Barring Service) checks or police vetting will be required for relevant posts. #LI-Hybrid

We’re looking for a supportive and motivated leader with excellent communication skills and a commitment to improving outcomes for vulnerable adults.

You will have:

• Experience of leading, supervising or developing staff.
• Knowledge of DWP Appointeeships, Court of Protection Deputyships and the relevant legislation.
• Experience managing complex casework and making informed decisions.
• Strong communication skills, with the ability to explain complex information clearly and sensitively.
• Good analytical, organisational and numerical skills.
• Experience interpreting legislation, policy and procedural guidance.
• Confidence using digital systems and maintaining accurate records.
• A Level 3 qualification, or equivalent knowledge and experience.

The Client Affairs Team is part of Suffolk County Council's Financial Inclusion and Advice Service (FIAS), a service dedicated to helping adults receiving support from Adult Social Care manage financial matters that can often be complex, sensitive and life-changing.

FIAS provides a range of services including financial assessments, welfare benefits support, direct payments, deferred payment agreements, debt recovery and specialist financial advice. Within this service, the Client Affairs Team manages financial affairs on behalf of customers where Suffolk County Council has been appointed as a DWP Appointee or Court of Protection Deputy.

We are a supportive, collaborative and highly knowledgeable team that is passionate about delivering excellent customer outcomes. By working closely together, sharing expertise and embracing continuous improvement, we help ensure some of the most vulnerable people in our communities receive the financial support and protection they need. We value flexible working, professional development and creating an environment where everyone can thrive.

Empowering Everyone We’re big believers in potential, possibility and the power of different ideas. We’re always searching for ways to encourage, respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals, especially those from groups that are currently underrepresented in the organisation, as shown in our.

As a modern and effective council, we offer a wide variety of careers to suit people with a range of skills, abilities and ambitions. We offer working options that flex to reflect the way people work today and take the time to understand and support your individual needs. We’re driven to make a positive difference to the world around us and encourage everyone with drive and focus to join us and build an influential and impactful career.

In return, you’ll enjoy:

• up to 29 days annual leave entitlement (pro rata), plus UK bank holidays and two paid volunteering days
• membership of a competitive Local Government Pension Scheme (LGPS)
• travel, lifestyle, health and wellbeing benefits
• performance-related annual pay progression, in addition to an annual cost-of-living pay increase
• training and encouragement to expand your knowledge
• a variety of career development opportunities across our organisation
• diverse and active staff networks
• flexible working options, with the right to request flexible working from your first day