Diligenta Careers Internal

About This Role

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.

What you’ll be doing:

Provide compassionate, high‑quality telephone support to policyholders, families and friends during challenging situations such as ill‑health, frailty, disability and bereavement.
Deliver empathetic, counselling‑style conversations using strong listening skills, clear communication and a calm, reassuring approach.
Stay informed on community services, voluntary organisations, state benefits, hospital discharge processes and equipment needs, using this knowledge to guide assessments and support.
Give accurate information on local care services that meet CQC standards, liaising with care providers where needed.
Support with equipment advice and ensure timely reimbursement for items provided through ILB.
Manage 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.

HM: Virginia Humphreys Email: Virginia.Humphreys@dgaviva.com

Apply for this role:

Have you liaised with your current manager to inform them of your intent to apply for alternative positions within Diligenta?

Yes

Please note, if you have not liaised with your current manager we will not be able to progress with your application. Attach CV

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Care Support Counsellor

About This Role

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