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.