Front Office Team Lead

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

The Front Office Team Lead is responsible for 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, they manage operational performance, coach the team, and drive continuous improvement across key front-office processes while maintaining strong controls and good customer outcomes.

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

The benefits:

• Salary - £50,000 to £60,000
• Bonus scheme - on target bonus - 10%
• Pension scheme - contribute up to 5% of your salary and Openwork will match you and put in an extra 5%
• Critical illness cover
• Income protection
• Death in service - 4x salary
• 27 days holiday + bank holidays, with the opportunity to buy up to an additional 10 days
• A range of other flexible benefits to include private medical insurance, dental insurance and much more.

KEY ACCOUNTABILITIES

• Lead and develop the Front Office team to deliver consistently high service standards, coaching performance and embedding a customer-first culture.
• Own day-to-day operational oversight for front office work, ensuring work is prioritised and completed within agreed SLAs.
• Act as the front office escalation point for complex cases.
• Monitor and improve service performance using MI (volumes, call waiting times, adviser satisfaction) and take corrective action to maintain stability during peaks and change.
• Maintain effective front office controls (checklists, call/email standards, quality checks) and support Risk/Compliance activity by evidencing adherence to procedures.
• Support the Platform Director with operational inputs to budgeting and supplier/service discussions (capacity, training needs, tooling, process efficiency).
• Build capability across the team through structured onboarding, knowledge management and cross-skilling to improve resilience and reduce single points of failure.
• Partner with Change/Project teams to shape front-office impacts of change, support UAT/operational readiness, and ensure smooth handover into BAU.
• Work closely with Advice, Network and platform suppliers to resolve recurring issues, simplify journeys and reduce avoidable contact.

What will you need to succeed?

• Experience in an adviser-facing support role, ideally with knowledge of investment platforms, wealth products and the regulated financial advice environment
• Leadership or supervisory experience within front-office, client servicing or platform operations.
• Strong understanding of platform servicing journeys, adviser queries and third-party supplier/administrator management.
• Experience managing service performance using MI, dashboards and KPIs, including root-cause analysis and action tracking.
• Strong operational leadership and control mindset, with a focus on Consumer Duty, fair value, quality assurance and good client outcomes.
• Experience supporting operational change and continuous improvement, including process updates, system releases, training and embedding change into BAU.
• Strong analytical and problem-solving skills, using data to identify trends, resolve issues and drive process improvements.
• Excellent communication, stakeholder management and prioritisation skills, with the ability to influence, work independently and deliver under pressure

Why us?

At The Openwork Partnership, we're a dynamic, fast paced, and growing business with huge ambition. This is all made possible by the brilliant people who are part of The Openwork Partnership family. We're investing heavily in our colleagues, continuously striving to give them the platform to develop personally and professionally and reach their full potential. We’re also very proud of our culture, as one of the Best 100 Large Companies to work for in 2022. The Openwork Partnership values, and respects individuality and we are committed to building an inclusive culture and environment which truly recognises and celebrates our colleague’s individual differences and identities – just like our financial advice, for us, it’s personal. We believe everyone can make a difference and your race, religion, disability, and gender will never be a barrier. At Openwork, we have a strong ethic of care for each other where you can balance a successful career with your commitments and interests outside of work. We believe that you will bring your best self to work if you are trusted to choose when, where and how you do it.