Will Bank Administrator- Key Responsibilities:

Will Bank Administration

• Maintain and update the will bank register and database, ensuring all documents are recorded accurately.
• Process new documents (wills, codicils, LPAs, deeds etc.), completing checks and logging them correctly.
• Manage secure storage in line with firm policies, SRA rules, and data protection requirements.
• Handle document retrieval requests and ensure the correct authority and ID is obtained before release.
• Assist with the transfer, return, or destruction of documents following firm procedures.

Client & Team Support

• Act as a friendly and professional point of contact for client enquiries about wills and stored documents.
• Provide administrative support to fee-earners on wills, probate, and estate planning matters.
• Prepare letters, acknowledgements, and other routine correspondence.
• Explain procedural requirements in an accessible and reassuring manner.
• Provide updates on retrieval timeframes and manage expectations appropriately.

Enquiry Handling & Matter Conversion

• Deal with incoming queries about wills, updates, or probate, gathering relevant information clearly and professionally.
• Recognise when an enquiry should be passed to a fee-earner for potential new instructions.
• Help arrange appointments, issue quotes, and record enquiry outcomes.
• Identify and escalate any unusual or high-risk requests to HOD’s.

Compliance & Process Management

• Ensure all processes follow SRA, GDPR, and internal compliance requirements.
• Flag any issues, risks, or trends relating to document storage or enquiries.
• Contribute to ongoing improvements, including digitisation projects where appropriate.

Qualifications and Skills:

Essential: 

• Strong organisational skills and excellent attention to detail.
• Ability to work with confidential information discreetly.
• Clear, confident and compassionate communication skills.
• Able to manage a busy and varied workload.
• Comfortable using databases, Microsoft Office, Microsoft Excel and document management systems.
• Ability to manage sensitive situations with emotional intelligence.
• Resilient and able to work under pressure.
• Willingness to speak with clients and help progress enquiries.

Desirable: 

• Previous experience in a law firm or professional services environment.
• Familiarity with Private Client work (wills, probate, LPAs).
• Understanding of SRA rules and data protection requirements.
• Experience handling client enquiries or supporting fee-earners.

Company Core Values:

·         Aspire: To challenge convention, an entrepreneur with energy for change. To be the best that we can be 

·         Integrate: Bring together people and systems into a cohesive force

·         Innovate: To creatively evolve our working practices, use our revenue and resources in a virtuous cycle of improving our people, systems and growth 

·         Commit: To delivering excellent client experience and working with integrity, investing in long term relationships, creating a strong market position and delivering sustained commercial advantage