At a Glance
- Tasks: Provide empathetic support to policyholders and their families during challenging times.
- Company: Diligenta, a leader in Life and Pensions Administration with a focus on customer service.
- Benefits: 33 days holiday, birthday off, annual bonus, and personal development opportunities.
- Other info: Access to discounts and a Cycle to Work Scheme for a healthier commute.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: Strong listening, empathy, and communication skills; resilience under pressure.
The predicted salary is between 30000 - 40000 € 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.
Care Support Counsellor employer: Diligenta
Diligenta is an exceptional employer that prioritises employee well-being and professional growth, making it an ideal place for Care Support Counsellors. With a supportive work culture centred on empathy and positive change, employees enjoy generous benefits such as 33 days of holiday, personal development opportunities, and access to exclusive discounts through Perks at Work. Located in a dynamic environment, Diligenta empowers its staff to make a meaningful impact while navigating the complexities of life’s challenges alongside policyholders and their families.
StudySmarter Expert Advice🤫
We think this is how you could land Care Support Counsellor
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. We can’t stress enough how personal connections can open doors for you.
✨Tip Number 2
Practice your listening skills! As a Care Support Counsellor, empathy is key. Role-play with friends or family to get comfortable with handling sensitive conversations.
✨Tip Number 3
Prepare for interviews by researching Diligenta’s values and mission. Show us that you’re not just looking for any job, but that you genuinely want to be part of our positive change culture.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re serious about joining our team.
We think you need these skills to ace Care Support Counsellor
Some tips for your application 🫡
Show Your Empathy:As a Care Support Counsellor, empathy is key. Make sure your application reflects your ability to connect with people and understand their challenges. Share examples of how you've supported others in tough situations.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language to explain your skills and experiences. Remember, you’ll need to communicate complex information easily, so show us you can do that right from the start!
Highlight Relevant Experience:Make sure to mention any previous roles or experiences that relate to providing support or counselling. Whether it's professional or voluntary work, let us know how it’s prepared you for this role.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at Diligenta
✨Understand the Role
Before your interview, make sure you thoroughly understand what a Care Support Counsellor does. Familiarise yourself with the key responsibilities, such as providing support during challenging times and explaining care options. This will help you tailor your answers to show how your skills align with the role.
✨Showcase Your Empathy
Empathy is crucial in this role, so be prepared to share examples from your past experiences where you've demonstrated strong listening skills and compassion. Think of specific situations where you helped someone through a tough time, as this will resonate well with the interviewers.
✨Practice Clear Communication
Since you'll need to explain complex information in an easy-to-understand way, practice articulating your thoughts clearly. You might want to do mock interviews with friends or family, focusing on how you can simplify complicated topics while maintaining a calm and reassuring tone.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your ability to handle difficult situations. Prepare by thinking about how you would respond to various challenges a policyholder might face, such as bereavement or health decline. This will demonstrate your problem-solving skills and adaptability under pressure.
