Front Office Lead — Hybrid (Platform Ops & Coaching)

Openwork Limited; Swindon; Hybrid; GBP 50,000 - 60,000; Full time

Benefits offered by this job

Salary 50k-60k

On-target bonus 10%

Pension match 5% + 5%

Critical illness

Income protection

Death in service 4x

27 days + bank holidays

Private medical

Dental insurance

Flexible benefits

Job summary

Openwork Limited is seeking a Front Office Team Lead to oversee the day-to-day leadership and delivery of the platform front office function, ensuring advisers, clients and internal stakeholders receive a responsive, high-quality service. Reporting to the Platform Director, you will manage performance, coach the team and drive continuous improvement while maintaining strong controls and good customer outcomes.

This is a hybrid role based in Swindon, working 3 days a week from the Swindon office.

Qualifications

• Experience in adviser-facing support roles within wealth/platforms.
• Leadership experience in front-office or client servicing.
• Strong knowledge of platform servicing journeys and third-party management.

Responsibilities

• Lead and develop the Front Office team to deliver high service standards.
• Own day-to-day operational oversight for front office work within SLAs.
• Act as front office escalation point for complex cases.
• Monitor service performance with MI and KPIs; drive improvements.
• Maintain front office controls and support risk/compliance.
• Assist budgeting, supplier discussions, and capacity planning.
• Build capability via onboarding and cross-skilling.
• Collaborate with Change/Project teams for UAT and BAU handover.
• Work with Advice, Network and platform suppliers to reduce issues.

Skills

Adviser-facing support

Front office leadership

Stakeholder management

Analytical thinking

Change management

Tools

MI dashboards

Job description

Openwork Limited is seeking a Front Office Team Lead to oversee the day-to-day leadership and delivery of the platform front office function, ensuring advisers, clients and internal stakeholders receive a responsive, high-quality service. Reporting to the Platform Director, you will manage performance, coach the team and drive continuous improvement while maintaining strong controls and good customer outcomes.

This is a hybrid role based in Swindon, working 3 days a week from the Swindon office.