Care Support Counsellor

About This Role

Care Support Counsellor

Who are Diligenta?

Our vision is to be acknowledged as Best in class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. We drive a culture that is founded on positive change and development.

Summary of the role

An exciting opportunity has come available for a Care Support Counsellor to join the Lifetime Care function at Diligenta. As a Care Support Counsellor, you will be providing high quality telephone support to Aviva policyholders, their families and friends. In this role, you'll guide people through some of life's most challenging moments, such as declining health, disability, frailty, bereavement and end of life, using strong listening skills, empathy and a calm, reassuring approach.

The role involves explaining community care options, voluntary and charitable support, state benefits, equipment needs, and CQC rated care services, while ensuring any concerns about a policyholder's wellbeing are followed up appropriately. You'll manage each case in line with policy conditions and Consumer Duty, maintain accurate records, and communicate complex information in a calm, reassuring and easy to understand way.

Success in this role requires empathy, strong listening and assessment skills, clear communication, resilience under pressure and the ability to adapt quickly to changing priorities, always delivering a supportive, professional customer experience.

Benefits

• 33 days' holiday including Bank Holidays, plus your birthday off.
• Eligibility for an annual discretionary bonus scheme.
• Personal and career development opportunities to progress your aspirations within the company.
• Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods.
• Cycle to Work Scheme & Interest free Season Ticket loans.
• A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing.
• A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave.
• A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service') & Group Income Protection.
• Apply to find out about our other benefits.

What you'll be doing

• Providing compassionate, high quality telephone support to policyholders, families and friends during challenging situations such as ill health, frailty, disability and bereavement.
• Delivering empathetic, counselling style conversations using strong listening skills, clear communication and a calm, reassuring approach.
• Staying informed on community services, voluntary organisations, state benefits, hospital discharge processes and equipment needs, using this knowledge to guide assessments and support.
• Giving accurate information on local care services that meet CQC standards, liaising with care providers where needed.
• Supporting with equipment advice and ensure timely reimbursement for items provided through ILB.
• Managing cases in line with policy conditions and Consumer Duty, adapting to changing priorities while maintaining professionalism, clarity and a strong customer focus.

What we're looking for

• A qualified Occupational Therapist, Nurse, Social Worker or experienced social care professional, with at least two years' community based experience supporting older or vulnerable adults.
• Strong empathy, listening and interpersonal skills, with the ability to handle sensitive conversations involving grief, loss, illness and complex emotional needs.
• Confident in assessment, decision making and problem solving, with sound judgement and the ability to balance compassion with policy requirements.
• Excellent communication skills (verbal and written), able to explain complex information clearly and maintain accurate, professional case notes.
• Highly organised, resilient and adaptable, able to manage competing priorities, work under pressure and maintain professionalism in challenging situations.
• Computer literate and proactive, with a customer focused mindset, ethical practice, and the ability to work collaboratively within a team and influence stakeholders effectively.

If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know.

Ready to take the next step in your career? Apply today and become part of our innovative team!

We know attending an interview can be daunting, especially if you've not attended one for a while. We want to support you to succeed and hope you find this useful to help prepare. This is a great opportunity to showcase your skills and experiences. Click here to find out more.