Will Writer in Reading

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.

Responsibilities

Drafting & Accuracy

• 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 brilliant 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.

Case Management

• 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.

Collaboration & Flexibility

• 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.

Please note this role is subject to meeting regulatory requirements. As an FCA‑regulated organisation, we are committed to adopting the highest standards and we do this by employing individuals with the appropriate skills, experience and integrity to protect both the company and our clients. If you are considered for a role, you will be providing your permission for us to conduct the relevant checks and assessments that will be carried out during the recruitment and onboarding process. The nature of the checks will depend on whether the role is subject to the Senior Managers and Certification Regime (SMCR).

Please note in accordance with our pre‑employment checks, all roles will require a criminal record check and further enhanced checks may apply. Certain roles will be subject to ongoing checks in line with the Group SMCR Framework (Fit & Proper Policy). Further details will be explained to you throughout the recruitment process.

Equality, Diversity and Inclusion Statement

Our Vision is to connect with our clients, colleagues, company, and communities based on our principles whilst celebrating our differences. We aim to empower leaders and colleagues to seek out and understand new voices and perspectives; to be vocal about inequity and exclusion, and to take decisive, informed, and bold action to promote inclusion and belonging.

Qualifications & Desired Attributes

• 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.

Benefits

• 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.