Will Writer

All of us are going to die. 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.

We're the UK's biggest will writer and one of the leading funeral companies in the country. Our generous customers have pledged over £800 million to charities, through gifts left in their wills.

The Role

At Farewill, now a part of the Dignity Funerals Group, we help people navigate some of life's most challenging moments with kindness, expertise, and care. We're on a mission to make will-writing simpler, more affordable, and accessible to everyone.

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.

What the day-to-day will look like for you:

• 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.
• Conduct fact find calls to understand customers wishes and needs for their will
• Draft brilliant wills that are factually and legally correct and free from errors
• Deliver against key KPI's on quality as well as quantity of work
• Ensure all cases are closed within five working days once customers confirm their understanding and satisfaction
• Respond to customer queries in a timely manner via phone or email, ensuring prompt and accurate communication
• Escalate complex cases or complaints where necessary to uphold service standards.
• Work as part of a small, dynamic team, adapting to business needs as required.
• Senior Wills Specialists will support and mentor junior team members to help develop their skills.

We are looking for someone who has:

• Passion for supporting customers and charities, eager to join a dynamic environment and make a meaningful impact
• Junior roles: prior experience with legal administration or higher education qualifications relevant to the field (e.g. paralegal, or a law degree)
• Senior roles: Multiple years' experience drafting wills or relevant professional qualification (e.g. Cilex, or STEP qualification)
• Great phone manner and written communication with customers, with the ability to explain legal concepts clearly and empathetically
• Meticulous attention to detail to ensure legal accuracy in all documentation
• A customer-first mindset, offering support through sensitive conversations with professionalism and care
• Brilliant organisational skills and the ability to manage multiple customers
• Hunger to learn and continue to develop knowledge

What we offer

• Annual salary of £30,000 - £36,000 depending on experience
• 25 Days Holiday + Bank Holidays
• x2 Life Assurance
• Pension Scheme
• Hybrid flexible working (3 days in office)
• Access to our internal colleague development schemes

We're building a diverse, inclusive team

To change the way the world deals with death we need a team that celebrates diversity in all its forms. We're building a workplace where everyone is treated fairly and respectfully.

If you're excited about our mission but you're worried you don't tick every box in the job description, get in touch anyway. Ability and attitude are just as important as experience.

Let us know how we can support you

If you need any adjustments in our interview process to help set you up for success, just let us know.

What are the next steps

Apply via the Dignity website by clicking the link on this page. A member of Dignity's Talent Team will review your application and be in touch.

Our values are what makes Farewill, Farewill. They're the skills and behaviours we look for in ourselves and each other.

Customers First

People put their trust in us at some of the toughest moments in their lives. Because it's so important, their needs are front and centre in everything we do.

Make it simple

Death is overwhelming and complicated. So we put time and effort into communicating clearly.We believe in the power of simplicity - it's rocket fuel for progress.

Move with urgency and focus

Focus is gold dust. 80% of execution issues come from the lack of it - so we keep the goal in sight. And when the time for action comes, we go for it with maximum energy, passion and drive.

Sweat the details

We make the effort to really know our stuff and do the little things well. We value the expertise in each of our roles and are committed to producing surprisingly great work.

We're all owners here - custodians of our customers, brand, products and culture. We expect everyone to take ownership and drive positive change. When we see a way to improve, we make it happen.

Be kind, have fun, celebrate the wins

Life is short, and mostly about who you spend it with.We work hard, and though it's sometimes stressful and challenging, you'll find yourself alongside other enthusiastic, kind, dedicated people here.