Hybrid Front Office Team Lead - Wealth Platform

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

Benefits offered by this job

Salary £50k–£60k

On-target bonus 10%

Pension scheme 5% matched

Critical illness cover

Income protection

Death in service 4x salary

27 days holiday + bank holidays + buy

Private medical insurance & dental

Job summary

The Openwork Partnership in Swindon is seeking a Front Office Team Lead to manage 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 coach the team, drive continuous improvement, manage performance via MI and KPIs, and collaborate with Change/Project teams and platform suppliers to deliver excellent client outcomes.

Qualifications

• Experience in 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

Responsibilities

• + Lead 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.

Skills

Adviser-facing support

Leadership experience

Platform servicing journeys

MI dashboards KPIs

Regulatory/compliance focus

Change management

Analytical skills

Stakeholder management

Job description

The Openwork Partnership in Swindon is seeking a Front Office Team Lead to manage 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 coach the team, drive continuous improvement, manage performance via MI and KPIs, and collaborate with Change/Project teams and platform suppliers to deliver excellent client outcomes.