Providing facilities services support to customers and facilities management departments.
This occupation is found in the facilities management (FM) industry both in the “supplier” side (i.e. those companies that supply FM services to their customers) and the “client” side (i.e. the recipients of those contracted FM services).
A Facilities Services Operative is a broad description of someone who provides facilities services support to customers and FM departments. This may include services such as security, supporting hard FM functions i.e. maintenance and engineering, and Soft FM i.e. cleaning, catering, front-of-house logistics, post-room services and portering.
The FM industry covers a wide range of industry sub-sectors. Therefore, typically, this role could be found working in a range of environments e.g. in an office and/or on-site, for example, in residential developments and commercial properties, hospitals, schools or retail centres and industrial locations.
Beyond their immediate team, Facilities Services Operatives (FSOs) liaise with colleagues in other departments (e.g. Finance, Procurement/Commercial) and collaborates with technical experts and other FM-related roles such as security personnel, cleaners, catering and front-of-house staff. This is an outward-facing role where liaison with customers is a key priority and forms a major part of the role. An employee in this occupation may work alone in a small enterprise or in teams of up anything from 30 to 500 people in a large-scale operation, depending on the size of the contract.
An employee in this occupation will be responsible for fulfilling the duties listed below in compliance with legislation and organizational policies and procedures. In their daily work, an employee in this occupation interacts with colleagues within the FM department and reports to the FM Supervisor. There is no typical pattern of work, but Facilities Services Operatives are often employed on a Monday to Friday basis. Night working is rarely involved.
| Duty | Criteria for measuring performance | KSBs |
|---|---|---|
|
Duty 1 Support the delivery of the responsibilities of the Facilities Services function in complying with health and safety and other legislation and organizational policies and procedures |
Apprentices’ skills must be measured against the following criteria: S1 Health and Safety at Work etc Act 1974 S2 Other relevant legislation S3, S4, S5 Standard Operating Procedures (SOPs) |
|
|
Duty 2 Address FM-related risks, hazards and threats to people, property and premises |
Apprentices’ skills must be measured against the following criteria: S6, S7, S8, S9 Standard Operating Procedures (SOPs) |
|
|
Duty 3 Provide customer service to internal and external customers to ensure the effective delivery of a range of facilities services |
Apprentices’ skills must be measured against the following criteria: S10, S11, S12, S13, S14 Standard Operating Procedures (SOPs) |
|
|
Duty 4 Support good sustainable practice in FM |
Apprentices’ skills must be measured against the following criteria: S15, S16, S17 Standard Operating Procedures (SOPs) |
|
|
Duty 5 Maintain soft FM services |
Apprentices’ skills must be measured against the following criteria: S18, S19, S20, S21, S22 Standard Operating Procedures (SOPs) |
|
|
Duty 6 Gather FM-related information for continuous improvement purposes |
Apprentices’ skills must be measured against the following criteria: S23, S24, S25 Task specification |
|
|
Duty 7 Deliver front-of-house services |
Apprentices’ skills must be measured against the following criteria: S26, S27, S28, S29, S31 Standard Operating Procedures (SOPs) S30 Standard Operating Procedures (SOPs) and task specification |
|
|
Duty 8 Support hard FM functions |
Apprentices’ skills must be measured against the following criteria: S32, S33, S34, S35 S36 Standard Operating Procedures (SOPs) |
|
|
Duty 9 Maintain and develop competence in the FM industry/sector |
Apprentices’ skills must be measured against the following criteria: S37, S38, S39 Organizational expectations |
|
|
Duty 10 Support the delivery of FM projects |
Apprentices’ skills must be measured against the following criteria: S40 Standard Operating Procedures (SOPs), organizational expectations S41, S42, S43 Organizational expectations |
K1: Legislative requirements and responsibilities relating to health and safety, access & inclusion, manual handling, working at heights, hazardous substances (COSHH), reporting of injuries, diseases etc (RIDDOR)
Back to Duty
K2: Other legislative requirements and responsibilities e.g. food safety, employment rights and responsibilities, data protection, equality, diversity and inclusion
Back to Duty
K3: The distinctions between Hard FM (maintenance), Soft FM (support services), Total or Integrated FM and its contribution to an organization
Back to Duty
K4: The roles and responsibilities of FM technical experts (e.g. contractors, engineers, surveyors etc)
Back to Duty
K5: The roles and responsibilities of those within the FM reporting structure
Back to Duty
K6: HSE Five steps to risk assessment
Back to Duty
K7: The requirements of the emergency and evacuation procedures
Back to Duty
K8: Good practice in risk management in the FM industry e.g. security, access and inclusion
Back to Duty
K9: The limits of their personal authority and competence
Back to Duty
K10: Risk-related information requirements and those of the FM risk register
Back to Duty
K11: The features and purpose of effective customer service
Back to Duty
K12: The functioning of FM services and their interrelationships
Back to Duty
K13: The range of FM contracts and Service Level Agreements (SLAs) including customers’ performance standards
Back to Duty
K14: The role of customer feedback in providing customer service
Back to Duty
K15: How the requirements of the contract/SLA with the customer is used to manage their expectations
Back to Duty
K16: The features of a complaints procedure and typical timescales
Back to Duty
K17: The purpose of keeping customers informed of developments, issues and delays
Back to Duty
K18: How innovation and change can support good customer relationships
Back to Duty
K19: Customers’ and organizational corporate social responsibility and sustainability policies and requirements e.g. environmentally-friendly initiatives; “People, Planet, Profit"
Back to Duty
K20: The contribution of FM to support sustainability (good practice, profitability, cost-savings, quality enhancements)
Back to Duty
K21: Trends in FM of sustainable practice e.g. well-being, safeguarding
Back to Duty
K22: The contribution of soft FM services to an organization (value to customers, profitability, cost-savings, quality enhancements)
Back to Duty
K23: The factors to be taken into account n costing the delivery of an FM service
Back to Duty
K24: The features of a Service Level Agreement (SLA)
Back to Duty
K25: How to report inefficiencies and defects and suggest improvements
Back to Duty
K26: The impact of feedback in a service industry
Back to Duty
K27: The requirements of relevant SOPs
Back to Duty
K28: Types and sources of FM-related information (e.g. on health and safety, energy usage, efficiency of heating and lighting systems, security and access systems)
Back to Duty
K29: The uses of FM-related information (e.g. identifying recurrent problems, performance management, cost, efficiency, quality, continuous improvement etc)
Back to Duty
K30: The nature and benefits of improvements to an FM business (value to customers, sustainability, environmental, profitability, cost-savings, quality enhancements)
Back to Duty
K31: The features of the FM improvement cycle
Back to Duty
K32: How to use software such as Word, spreadsheets, email, internet. communications systems and FM-specific software e.g. Building Management Systems (BMS), I.D card systems and facilities helpdesk and how they support the FM function
Back to Duty
K33: The functioning of the access management system (health and safety, security, front-of-house) including egress
Back to Duty
K34: The planned maintenance programme and how it affects the front-of-house
Back to Duty
K35: Why it is necessary to understand the layout of the facility and any internal access restrictions (e.g. security restrictions, management of deliveries and contractors, access and inclusion, risk management)
Back to Duty
K36: How to carry out a conditions survey (e.g. taking photos, checking furniture and fittings etc) and prepare reports
Back to Duty
K37: The different role of those involved in the organisation of events (e.g. security, marketing, IT, hospitality and catering outsourced organisations etc.)
Back to Duty
K38: The way in which communication used in the front of house function influences visitors' perception of an organisation
Back to Duty
K39: The contribution of hard FM to an organization (value to customers, profitability, cost-savings, quality enhancements)
Back to Duty
K40: The difference between and requirements of planned preventative maintenance (PPM) and reactive maintenance
Back to Duty
K41: The risks and hazards associated with maintenance activities and their consequences if realized
Back to Duty
K42: The use of Building Management Systems (BMS) and operation and maintenance systems manuals to maintain specified operating conditions
Back to Duty
K43: The interrelationship and need for collaboration between the Mechanical & Engineering and the FM function
Back to Duty
K44: The purpose and features of personal performance measurement processes e.g. appraisals, one-to-ones
Back to Duty
K45: The requirements of a personal development plan
Back to Duty
K46: Training interventions available to support the development of FM competence and knowledge
Back to Duty
K47: Sources of information e.g. trade magazines, professional body
Back to Duty
K48: The features of effective reflective practice and the impact of personal behaviours
Back to Duty
K49: The way in which an organization’s mission, vision and values affect its operations
Back to Duty
K50: The purpose of establishing good customer relations and the features of effective customer relationships
Back to Duty
K51: The advantages and disadvantages of different methods of communication
Back to Duty
K52: The stages of a project, roles and responsibilities within a project
Back to Duty
K53: The project management tools that are used in the project
Back to Duty
S1: Comply with relevant health, safety and environmental legislation (Health and Safety at Work etc Act 1974) e.g. logging incidents, posting/distributing health and safety notices, checking fire extinguishers, fire alarms, confirming that checks have been carried out, use of PPE
Back to Duty
S2: Comply with other relevant legislation e.g. food safety, employment rights and responsibilities, data protection, equality, diversity and inclusion
Back to Duty
S3: Comply with standard operating procedures (SOPs) e.g. permits to work, contractor risk assessments, safe systems of work, site inductions
Back to Duty
S4: Carry out health and safety checks in accordance with SOPs
Back to Duty
S5: Report the findings of health and safety checks in accordance with SOPs
Back to Duty
S6: Identify risks, hazards and threats to people, property and premises in accordance with SOPs
Back to Duty
S7: Act on the findings of health and safety checks in accordance with SOPs
Back to Duty
S8: Implement site emergency and evacuation procedures in accordance with SOPs e.g. acting as emergency evacuation marshal, submitting evacuation plans and reports/audits
Back to Duty
S9: Report on the actions taken in accordance with SOPs
Back to Duty
S10: Collaborate with other colleagues (e.g. security officers, cleaning operatives, receptionists, engineers and catering staff) in accordance with SOPs
Back to Duty
S11: Respond to customers’ queries and incidents in accordance with SOPs
Back to Duty
S12: Take action that is appropriate to the nature of the FM query (e.g. clarifying straightforward contractual/SLA queries, referrals/escalation)
Back to Duty
S13: Deal with complaints in accordance with SOPs
Back to Duty
S14: Keep customers informed of developments, issues and delays in accordance with SOPs
Back to Duty
S15: Apply policies in sustainability and corporate social responsibility in accordance with SOPs
Back to Duty
S16: Identify areas for improvement in sustainable and corporate social responsibility performance in accordance with SOPs
Back to Duty
S17: Make practicable suggestions for improvements to corporate social responsibility performance in accordance with SOPs
Back to Duty
S18: Operate the stock management system in accordance with SOPs e.g. stock checking, replenishment, stock ordering
Back to Duty
S19: Confirm the correct functioning of equipment used to deliver FM services in accordance with SOPs (e.g. franking machines, reprographics equipment, cleaning equipment, vending machines, catering trolleys, radios, walkie-talkies etc.)
Back to Duty
S20: Report the findings of premises and equipment inspections in accordance with SOPs
Back to Duty
S21: Carry out quality assurance checks in accordance with SOP's to ensure that FM services are delivered to the required standard.
Back to Duty
S22: Deal with feedback or escalate issues beyond their level of authority in accordance with SOP's
Back to Duty
S23: Collect FM-related information from a variety of sources (e.g. from BMS, helpdesk or in-house systems) in accordance with the task specification
Back to Duty
S24: Collate FM and health and safety information as specified (e.g. preparing preliminary reports such as energy usage and sustainability, heating systems, lighting systems, security and access systems) in accordance with the task specification
Back to Duty
S25: Identify and report on opportunities for improvement from information collected in accordance with the task specification using appropriate software applications and communication platforms
Back to Duty
S26: Provide support to the access management system in accordance with SOPs (e.g. ID checks, key authorization, security marking, security access data, building security alarm systems (access, CCTV etc)
Back to Duty
S27: Ensure communal areas meet required standards of cleanliness and presentation in accordance with SOPs (e.g. cleanliness checks, keeping the area tidy and free from hazards, maintaining the currency of publicity displays, dealing with post, deliveries and laundry, acting as a traffic marshal, removing rubbish etc)
Back to Duty
S28: Greet and treat visitors in accordance with SOPs
Back to Duty
S29: Ensure service areas are maintained in accordance with SOPs for cleanliness and hygiene (e.g food preparation areas, control rooms, compactors and refuse areas)
Back to Duty
S30: Support others through the provision of reception services, events organisation, hospitality and catering, room set-up and restoration in accordance with SOPs and the task specification
Back to Duty
S31: Report issues and problems in accordance with SOPs
Back to Duty
S32: Log jobs and arrange for repairs and engineering maintenance in accordance with SOPs
Back to Duty
S33: Carry out inspections of premises and facilities to ensure the correct functioning of buildings and plant equipment in accordance with SOPs e.g. access systems, temperature checks, repairs carried out
Back to Duty
S34: Carry out minor repairs and maintenance or ensure that they have been carried out in accordance with SOPs e.g. changing toner, changing batteries, replenishing stationary, PPM audits
Back to Duty
S35: Report the correct operation of FM buildings and equipment in accordance with SOPs
Back to Duty
S36: Keep asset registers up-to-date (checks, reconciliation, record keeping) in accordance with SOPs
Back to Duty
S37: Complete and keep up-to-date personal development plans
Back to Duty
S38: Keep FM-related skills up-to-date
Back to Duty
S39: Keep FM-related knowledge up-to-date
Back to Duty
S40: Manage customer expectations in accordance with SOPs and organizational expectations
Back to Duty
S41: Communicate with customers confidently and clearly using communication methods that are appropriate to the situation in accordance with organizational expectations
Back to Duty
S42: Support the project team constructively and in a way that engenders positive relationships in accordance with organizational expectations
Back to Duty
S43: Report on the extent that objectives have been met and escalate any issues in accordance with organizational expectations
Back to Duty
B1: Customer focus
Back to Duty
B2: Team working
Back to Duty
B3: Personal effectiveness
Back to Duty
B4: Attention to detail
Back to Duty
B5: Honesty
Back to Duty
B6: Adaptability
Back to Duty
English and maths qualifications form a mandatory part of all apprenticeships and must be completed before an apprentice can pass through gateway. The requirements are detailed in the current version of the apprenticeship funding rules.
Level: 2
Ofqual regulated
This standard aligns with the following professional recognition:
2
12
This standard will be reviewed after three years.
Contact us about this apprenticeship
| Version | Change detail | Earliest start date | Latest start date | Latest end date |
|---|---|---|---|---|
| 1.0 | Approved for delivery | 11/04/2019 | Not set | Not set |