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 Counceller to join the Lifetime Care function at Diligenta. As a Care Support Counceller, 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, ..... full job details .....