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Caring for Carers: the Phoenix Group approach 

Published: 4 Jun 2025

Phoenix Group is thinking big when it comes to supporting carers. Not only do they have award-winning policies* and an inclusive culture in place that has created a psychologically safe space for carers, their pioneering ‘Caring for Carers’ initiative has the potential to make an impact way beyond their own organisation.  

Partnering with Carers UK and Carers Trust, Phoenix is working towards a shared vision of ‘financial wellbeing, greater employment choice and improved wellbeing for carers’. The partnership with Carers Trust includes an employability programme to build skills and confidence in carers prior to joining the workforce, and a research project that will highlight the economic cost of carers being excluded from the labour market as well as the benefits of investing in carers. 

What we can take from their innovation and ambition, are the ways we can be an employer that: 

Phoenix Group believe in supporting carers who are colleagues, customers, and who are in the community, which is shown in a variety of ways. Employees who are carers are entitled to 10 days carers paid leave a year, benefit from a carers support network and a flexible working policy that enables career breaks and the right to disconnect. ‘Vulnerable Customer Champions’ are trained by Carers UK to work in call centres and equip staff to support customers who may be carers. And, recognising the need for older people to have flexibility at work, they worked with the DWP to offer a job fair dedicated to the over 50s. 

Phoenix actively supported the Carers Rights Act alongside Carers UK, and partner with Carers UK, Carers Positive and Vocal to advocate for better carers rights such as paid Carers Leave. They have also established an insights think-tank to research and influence government policy on best business practices.  

Employees who are carers have shared their stories via video, which helps colleagues recognise themselves as carers so they can access support. Charity partnerships mean Phoenix Group can help raise the profile of unpaid carers and have more social impact, using their voice to speak up for carers rights in the media.  

Phoenix Group understand the importance of being a good ally, and so provide practical advice on how to be mindful of others’ caring responsibilities and how to help colleagues recognise themselves as carers and utilise the support available.  

The support on offer at Phoenix Group is wide-ranging, including counselling, a financial well-being toolkit, and access to an external service to help employees navigate the caring lifecycle, including identifying care homes and benefit support. A dedicated online area for leaders helps people managers signpost employees to the right support. 

*Footnote 

  • Best employer for carer support in workplace policies 
  • Best employer for carer practical support