Legacy spotlight: a conversation with Hayley MacNeill from Save the Children

In our interview series, we shine a light on the valuable work of legacy professionals. In this edition, we meet Hayley MacNeill, a Legacy Case Manager for Save the Children. Hayley only joined the legacy sector five years ago but, in this short amount of time, she has made an incredible impact - recently winning the Legacy Administrator Award at the 2025 Smee & Ford Legacy Giving Awards.

During our conversation, we take an insightful look into her career journey as a legacy officer, exploring her path from a history graduate with a passion for genealogy to working in the charity sector.

Through our discussion, Hayley highlights the challenges faced by the sector, the importance of legacies to organisations like Save the Children, and the rewarding aspects of her role. We also delve into the evolving landscape of legacy administration to look at how legacy professionals can adapt to a rise in complex estates and the potential for technological advancements.

How did you get into legacy administration?

I studied History at university and always had an interest in genealogy. After graduating, I joined a probate genealogy company, starting as an intern and working up to case manager. I worked closely with local authorities, tracing next of kin and handling sensitive situations. This experience gave me deep knowledge of probate and estate administration. Wanting to move into the charity sector, I realised that being a legacy officer would be the perfect fit. I joined Save the Children in late 2019, believing in its work and eager to make a difference.

Everyone has their own way of working, and it’s about finding a balance between learning from others and developing your own style.

What’s one thing you wish you'd known when you started?

That there’s no single "right" approach. Everyone has their own way of working, and it’s about finding a balance between learning from others and developing your own style. It can be overwhelming at first but, over time, you gain confidence in making decisions.

What’s been the toughest challenge in your career?

There are a few particularly tricky cases from both my jobs that stick in my mind. I guess tricky cases are the ones you remember. I think the greatest challenge is when you have a difficult decision to make, or a sensitive matter, and there are lots of different people with different points of view that you are trying to navigate. The key is staying calm, organised and true to your values, while seeking support from experienced colleagues.

How important are legacies to Save the Children?

Legacies are such an important source of income, contributing millions each year to help children Access vital things like food, healthcare, safety and education. Importantly, legacy gifts are often unrestricted, allowing us to allocate funds where they are most needed – whether for emergency aid or long-term projects.

The key is staying calm, organised and true to your values, while seeking support from experienced colleagues.

What’s been a career highlight for you?

Winning Legacy Team of the Year last year at the Smee & Ford Awards was a proud moment, but what I value most is the inspiring conversations I’ve had with colleagues, co-beneficiaries, and supporters’ families. Attending a supporter’s Celebration of Life event in 2022 was especially meaningful, as it gave me the chance to hear their story and thank their loved ones in person.

How is your team adapting to more complex estates?

We’re strengthening our processes and collaboration with teams like legal, media, finance, and supporter care. Within our legacy income team, we hold regular case discussions, share insights, and stay updated on legal developments to navigate complexities effectively.

What technological advancements would you like to see in legacy administration?

I would like to see something simple – more solicitors embracing email and bank transfers instead of relying on letters and cheques. Looking ahead, I also think that automation and AI could streamline tasks like estate account reviews and property valuations.

However, I think human connection will remain essential in our work. Leaving a legacy is an act of trust; a representation of human hopes and values. Most of us would like to know that a caring person is there to show genuine gratitude and help guide their loved ones through a difficult process.

What’s an underestimated aspect of legacy administration?

Inheritance tax. Many executors – and even some solicitors – aren’t fully aware of how charity exemptions and tax rules apply. As legacy officers, we not only need to understand these complexities but also be able to communicate them clearly and sensitively. Beyond tax, legacy officers end up taking on many different roles and wearing different hats every single day, and I don't think many people realise how much knowledge we need to have in a a variety of areas.

Leaving a legacy is an act of trust; a representation of human hopes and values.

What’s the best advice you’ve ever received?

Do the best you can with the time and resources available. It’s a great antidote to perfectionism – focusing on doing your best rather than trying to control every outcome.

How do you handle difficult or emotional conversations with executors?

I always try to put myself in their shoes. Executors may be grieving and unfamiliar with the process, so being clear about who I am, why I’m contacting them, and why I need certain information helps. If something doesn’t come across well, I take responsibility and apologise. I also remind myself that not everything needs to be resolved in one conversation – it’s okay to take time to reflect and seek advice before responding.

How can the sector attract new talent?

By considering diverse candidates with transferable skills – even if they don’t have prior charity experience. I hadn’t worked for a charity before, but I was fortunate that Save the Children saw my potential. Raising awareness of the rewarding impact of legacy administration is also key to drawing in new people.

You can find out more about our charity sector team by visiting our dedicated sector page, listening to our Power of Good podcast, or reading our expert insights.