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- Tasks: Provide compassionate telephone support to policyholders and their families during challenging times.
- Company: Join Diligenta, a leader in Life and Pensions Administration with a focus on customer service.
- Benefits: Enjoy 33 days holiday, personal development opportunities, and a wellbeing programme.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: Qualified professionals with experience in community care and strong interpersonal skills are encouraged to apply.
- Other info: Flexible working options and a culture of positive change await you at Diligenta.
The predicted salary is between 36000 - 60000 ÂŁ per year.
About This Role
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.
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!
Care Support Counsellor in Bristol employer: Diligenta
Contact Detail:
Diligenta Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Care Support Counsellor in Bristol
✨Tip Number 1
Get to know the company inside out! Research Diligenta's values and mission, especially their focus on customer service and positive change. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your listening skills! As a Care Support Counsellor, you'll need to demonstrate empathy and understanding. Try role-playing with a friend or family member to get comfortable with handling sensitive conversations and providing support.
✨Tip Number 3
Prepare for common interview questions related to emotional resilience and problem-solving. Think of examples from your past experiences where you've successfully navigated challenging situations, as this will highlight your suitability for the role.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join our innovative team at Diligenta.
We think you need these skills to ace Care Support Counsellor in Bristol
Some tips for your application 🫡
Show Your Empathy: In your written application, make sure to highlight your empathy and listening skills. Use examples from your past experiences where you’ve supported individuals through tough times, as this is key for the Care Support Counsellor role.
Be Clear and Concise: When explaining your qualifications and experiences, keep it clear and to the point. Avoid jargon and ensure that your writing is easy to understand, reflecting the calm and reassuring communication style we value at Diligenta.
Tailor Your Application: Make your application personal by tailoring it to the specific role. Mention how your background as an Occupational Therapist, Nurse, or Social Worker aligns with the responsibilities of the Care Support Counsellor position.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly and shows your enthusiasm for joining our innovative team at Diligenta.
How to prepare for a job interview at Diligenta
✨Understand the Role
Before your interview, make sure you thoroughly understand the responsibilities of a Care Support Counsellor. Familiarise yourself with the types of challenges policyholders face and think about how your experience aligns with providing empathetic support during these times.
✨Showcase Your Empathy
During the interview, be prepared to demonstrate your empathy and listening skills. Use examples from your past experiences where you've successfully navigated sensitive conversations, showing how you can provide comfort and clarity to those in distress.
✨Communicate Clearly
Practice explaining complex information in a simple and reassuring manner. You might be asked to role-play a scenario, so think about how you would communicate care options or benefits to someone who is feeling overwhelmed.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities and resilience under pressure. Prepare by thinking of specific situations where you had to adapt quickly or manage competing priorities, and be ready to discuss how you handled them while maintaining professionalism.