Will Writer

Jeroen den Hartog Photography & Image Processing; West Yorkshire; On-site; GBP 60,000 - 80,000; Full time

Job description

Will Writer (all levels)

Contract: Full-time, Permanent

Location: Haggerston, London (Hybrid - 3 days on-site, 2 days from home)

Salary: £30,000 (Junior), £33,600 - £36,000 (Senior depending on experience)

About Us

It's inevitable that all of us are going to deal with death at some time in our lives. It's a fundamental, tragic part of what it is to be human. But the services that should be supporting us haven't changed in decades. From writing your will to planning a funeral or organising probate, the way we deal with death can be complicated and expensive. Instead of feeling supported, people feel lost.

But it doesn't need to be this way. We started Farewill to make the experience warmer, brighter, and friendlier. Now we're the UK's biggest will writer, and help our customers pledge over £300 million to charities through gifts left in their wills.

We've also joined the Dignity Group - one of the major providers of funeral services in the UK. Together, we're on a mission to change the way the world deals with death. It's no small task - and we're looking for fantastic Will Writers to help us do it.

The role

We are looking for brilliant people to join our Wills Team. You will be responsible for providing the best possible experience to our customers.

At Farewill we provide a variety of wills. Over the phone, online, simple and complex. This will mean you are doing a variety of tasks for customers with a variety of will needs. This includes speaking to customers who are deciding whether to use or service, drafting wills that have been conducted over the phone and supporting with any follow up questions. Occasionally, you will be called upon to support other areas of the legal services function.

You will have a great telephone manner and knowledge to provide the best experience to our thousands of wills customers.

Whether you're an experienced will writer or come from a legal background but looking to start out in the will writing world, this is an opportunity to make a real difference.

Key Responsibilities

1. Will-Writing Support
   • Guide customers through the will-writing process over the phone and email, providing professional and empathetic support.
   • Use WillSuite to draft clear and legally sound wills tailored to individual needs.
2. Drafting & Accuracy
   • Conduct thorough fact find calls to understand customers' wishes and needs for their will.
   • Draft accurate and legally compliant wills, free from errors.
   • Deliver work quality in line with KPIs regarding accuracy and volume.
3. Case Management
   • Ensure cases are closed within five working days after customer confirmation of understanding and satisfaction.
   • Respond promptly to customer queries via phone or email.
   • Escalate complex cases or complaints as needed to maintain service standards.
4. Collaboration & Flexibility
   • Work as part of a small, dynamic team, adapting to business needs.
   • Senior Will Specialists will mentor junior team members to support their development.

What We're Looking For

• Passion for supporting customers and charities, eager to make a meaningful impact.
• Junior roles: experience in legal administration or relevant qualifications (e.g., paralegal, law degree).
• Senior roles: extensive experience drafting wills or professional qualifications (e.g., Cilex, STEP).
• Excellent phone manner and written communication skills, with the ability to explain legal concepts clearly and empathetically.
• Meticulous attention to detail for legal accuracy.
• Customer-first mindset, with professionalism and care in sensitive conversations.
• Strong organisational skills to manage multiple cases efficiently.
• Willingness to learn and develop legal knowledge continually.

What We Offer

• Salary of £30,000 - £36,000 depending on experience.
• 25 days holiday plus bank holidays.
• Double life assurance.
• Pension scheme.
• Hybrid working (3 days in office).
• Internal development programs.

Next Steps

To apply, submit your application via the 'apply' button. Our Talent Team will review your application.

Regulatory & Inclusion Statements

This role is subject to FCA regulation and meeting relevant checks, including criminal record checks. We are committed to diversity, equity, and inclusion, and welcome applications from all backgrounds.