An organization is made up of several teams and departments. But the two most popular terms that we encounter are the front office and the back office teams. These two departments are set up to ensure that every company function will run smoothly. Each office is responsible for a wide range of tasks. However, some still get confused between the two.
In this article, we will introduce you to the definitions of front office and back office. We will provide a clear list of the common roles and responsibilities of front office teams and back office staff. Read more to learn about the key differences between these two important departments.
What is a front office?
Often described as the “face” of the organization, the front office is responsible for ensuring an excellent, hassle-free customer service process. The front office handles direct interaction with customers to guarantee high customer satisfaction rates and valuable relationships.

Moreover, the front office focuses on generating revenue by hitting sales targets and attracting more consumers to support and purchase products and services.
What is a back office?
On the other hand, the back office of a company supports the front office department. This means that back-office functions are expected to strengthen the operations within a company.
While the front office is the face, the back office manages the internal functions of an organization. The back office provides administrative support to a variety of front office functions. Thus, the back office is the backbone of the organization.
By implementing effective back-office solutions, organizations can enhance their overall productivity and better support their clients and customers. Consequently, identifying and partnering with the best companies for back office solutions can significantly improve operational efficiency and enable the business to focus on its core competencies.
What are the key differences between the front office and the back office?
Both back and front offices are the main keys to a successful business. But of course, both offices exist with unique functions and sets of goals. Here are the main areas that determine the differences between the back and front offices:
Interaction
Perhaps, the biggest difference between the two is customer involvement and interaction with customers. Front office staff have the closest and most frequent encounters with customers and are present at every stage of the customer lifecycle. Front office professionals interact directly with customers, facilitating excellent public relations and encouraging valuable relationships.
Back-office employees work behind the scenes, making sure that business activities are compliant with the laws of the government and other regulating agencies.
Back office departments are quite literally “hidden”, but a part of the back office team can also interact with people. This is especially true of human resources staff in charge of recruitment, hiring, and training.
Functions
As we mentioned earlier, the front office often works with people, specifically customers. Thus, front office employees work under functions such as customer service, marketing and sales, service support, advisory, and client consultations.
On the other hand, the back office team members are expected to provide support to the front office operations. Back-office teams ensure the welfare of employees and the company by giving fair labor terms, regular updating of permits and licenses, and making sure that all employees are getting properly paid.
Employees in the back office may perform functions ranging from human resources, information technology, technical support, accounting, and clerical duties.
Goals
The front office’s primary goal is to generate revenue for the organization. This is possible by ensuring that customers are happy with their purchases, and are satisfied with the services that the company provides. With the goal of representing the organization in the best ways possible, front office teams aim to deliver impeccable customer service and provide every customer an amazing experience.

While the front office is primarily responsible for maintaining the brand image, the back office focuses on internal components that could affect the operations. Compliance as well as employee welfare are two of the most common goals that back office professionals want to achieve. Of course, these also include streamlining activities of the front office to promote operational efficiency.
Skills

The front office ensures direct, smooth, and productive interactions with customers. With this, most companies look for front office employees who possess good communication and negotiation skills.
They are also required to have basic to above average analytical skills in order to properly assess common customer complaints and issues without the need for escalation. Because the front office handles customer concerns, staff should possess both speaking and listening skills, in addition to sales acumen.
Professionals in the back office work behind the scenes, but this doesn’t mean that they can’t possess front office skills as well. Back end workers are usually expected to have deeper, more technical knowledge and skills.

Documentation, keen attention to detail, and proficiency with computer systems and databases are just some of the skills that back office professionals possess. Employees in back offices are also required to have basic financial skills.
What are the common front office roles and responsibilities?
The roles and responsibilities of employees of the front office vary depending on the type of business or organization they work for. Most of the time, the front office consists of sales representatives and receptionists. Here are some of the common front office responsibilities per type of business/company:
Industry | Business | Job / Position |
Finance | Financial service companies or investment banks / lending firms | Bank teller Customer service representative Customer relationship manager Marketing specialist Loan assistant |
Hospitality | Hotels Restaurants Resorts Café | Front desk agent Receptionist Concierge Bellboy Barista Cashier |
Healthcare | Hospitals Clinics | Physician Staff nurse Emergency nurse |
Entertainment / Leisure | Cinema Theaters Amusement parks | Ticket attendant Snack bar staff Cashier Tour guide |
General Business | Insurance company Real estate Retail Manufacturing | Insurance broker Financial planner Financial advisor Sales staff Marketing staff |
What are some back office roles?
For a business to be considered successful, a strong and reliable department should serve as its “backbone.” Back-office operations often need to be in line with legalities and organizational objectives. Hence, here are some of the jobs perfect for individuals who are capable of performing back-office roles:
Finance | Financial services firm / savings or investment banks / lending firms | Automation officer Credit analyst Resource analyst Contract specialist Internal auditor |
Hospitality | Restaurants Resorts Café | Executive assistant Shift supervisor IT specialist Training officer Kitchen staff |
Healthcare | Hospitals Clinics | Medical billing clerk Medical encoder Medical claims processor Healthcare software manager |
Entertainment / Leisure / Media | Cinema Theaters Amusement parks | Compliance manager Safety officer Equipment maintenance specialist Web designer Content writer Content moderator |
General Business | Insurance company Real estate Retail Manufacturing | Billing clerk Manufacturing / production staff Paralegal Accountant Human resource manager Payroll officer Admin Assistant Data Entry Specialist |
Important note: Both front and back office roles and responsibilities are not limited to the roles we mentioned above. Other industries also require a part of the front office to perform back end duties depending on the business needs.
How much do front and back office employees make?

Salary estimates depend on the nature of the business and the minimum rate of a city or state. For example, a front desk agent of a hotel in the US earns an average of $42,449 per year.
The average salary can increase with experience and tenure, and senior front office agents / receptionists could earn as much as $44,226 a year. See the average salary of front office staff per industry here.
Back-office positions earn higher in the US, with an average salary of $58,841 per year.
Is there a middle office in an organization?

Sure, the front office versus back office debate is always seen in forums and articles like this. But did you know that a middle office is equally important to specific firms? You read that right.
While the front office is in charge of revenue-generating functions and the back office is responsible for providing internal support, the middle office ensures that deals are closed and essential transactions are processed. Middle office teams exist primarily in the financial sector and serve as vital parts of banking institutions.
It is also important to note that back office functions can vary per type of industry. In financial institutions, the middle office is also responsible for risk management. In simpler terms, the front office generates the income, and the middle office ensures that the money flow is stable and secure, whereas the back office manages the money.
Front office vs back office: Which department is more important?
We understand the endless clamor to find out which department is considered “more important” in an organization. However, both the front office and the back office make an invaluable contribution to a firm’s success.
No organization could prosper with a weak front office or a wobbly back office. With this, it is crucial for every company to make sure that their front office and back office employees are knowledgeable, skilled, and motivated to perform their daily tasks.
Just like front offices, back offices also need consistent assessment and evaluation to encourage growth and improvement. Likewise, training and skills development should be highlighted in order to achieve mutual success between employees and executives.
Front office and back office: Key Takeaways
Here are some key takeaways to help you easily find the differences between front office and back office:
- The front office is primarily responsible for face-to-face interaction with customers. Hence, it’s called the “face” of the organization.
- The back office, on the other hand, works behind the scenes and is in charge of the internal operations. Hence, it serves as the “backbone” of the company.
- Generating revenue is the front office’s primary goal.
- Compliance and operational efficiency are the back office’s primary functions.
- Oftentimes, front office functions include public relations, while back office includes technical and analytical skills.
- Even back office employees have the potential to possess front office skills. The same goes with front office professionals.
- A middle office exists specifically in financial institutions to manage potential risks that could affect revenue.
- Both departments are important to achieve business success.
Now that you already know the differences between the front office and the back office, it’s time for you to take a back seat and elevate your business to the next level. Want to streamline your business operations with the help of skilled and reliable staff? Start your outsourcing journey with us here at Digital Minds BPO!
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