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Overview of the role

Providing facilities services support to customers and facilities management departments.

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Facilities services operative

Details of standard

Occupation summary

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.

Typical job titles include:

Concierge Estate operative Facilities assistant Facilities coordinator Facilities operative Facilities services assistant Facilities services operative Workplace coordinator Workplace support coordinator

Occupation duties

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)

K1 K2 K3 K4 K5

S1 S2 S3 S4 S5

B1 B2 B3 B4 B5 B6

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)

K6 K7 K8 K9 K10

S6 S7 S8 S9

B1 B2 B3 B4 B5 B6

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)

K11 K12 K13 K14 K15 K16 K17 K18

S10 S11 S12 S13 S14

B1 B2 B3 B4 B5 B6

Duty 4 Support good sustainable practice in FM

Apprentices’ skills must be measured against the following criteria:

S15, S16, S17 Standard Operating Procedures (SOPs)

K19 K20 K21

S15 S16 S17

B1 B2 B3 B4 B5 B6

Duty 5 Maintain soft FM services

Apprentices’ skills must be measured against the following criteria:

S18, S19, S20, S21, S22 Standard Operating Procedures (SOPs)

K22 K23 K24 K25 K26 K27

S18 S19 S20 S21 S22

B1 B2 B3 B4 B5 B6

Duty 6 Gather FM-related information for continuous improvement purposes

Apprentices’ skills must be measured against the following criteria:

S23, S24, S25 Task specification

K28 K29 K30 K31 K32

S23 S24 S25

B1 B2 B3 B4 B5 B6

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

K33 K34 K35 K36 K37 K38

S26 S27 S28 S29 S30 S31

B1 B2 B3 B4 B5 B6

Duty 8 Support hard FM functions

Apprentices’ skills must be measured against the following criteria:

S32, S33, S34, S35 S36 Standard Operating Procedures (SOPs)

K39 K40 K41 K42 K43

S32 S33 S34 S35 S36

B1 B2 B3 B4 B5 B6

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

K44 K45 K46 K47 K48

S37 S38 S39

B1 B2 B3 B4 B5 B6

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

K49 K50 K51 K52 K53

S40 S41 S42 S43

B1 B2 B3 B4 B5 B6


KSBs

Knowledge

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

Skills

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

Behaviours

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


Qualifications

English & Maths

Apprentices without level 1 English and maths will need to achieve this level and apprentices without level 2 English and maths will need to take the tests for this level prior to taking the end-point assessment. For those with an education, health and care plan or a legacy statement, the apprenticeship’s English and maths minimum requirement is Entry Level 3. A British Sign Language (BSL) qualification is an alternative to the English qualification for those whose primary language is BSL.

Other mandatory qualifications

Level 2 Facilities Services Principles

Level: 2

Ofqual regulated

Professional recognition

This standard aligns with the following professional recognition:

  • Institute of Workplace and Facilities Management for Associate


Additional details

Occupational Level:

2

Duration (months):

12

Review

This standard will be reviewed after three years.

Status: Approved for delivery
Level: 2
Reference: ST0617
Version: 1.0
Date updated: 08/02/2022
Approved for delivery: 11 April 2019
Route: Construction and the built environment
Minimum duration to gateway: 12 months (this does not include EPA period)
Maximum funding: £3000
LARS Code: 440
EQA Provider: Ofqual

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Contact us about this apprenticeship

Employers involved in creating the standard: Womble Bond Dickinson, Institute of Workplace and Facilities Management, Jigsaw Training, Kier, Interserve, BWA Europe Ltd, Rendall and Rittner, Leeds College of Building, Ministry of Justice, The Environment Agency

Version log

Version Change detail Earliest start date Latest start date Latest end date
1.0 Approved for delivery 11/04/2019 Not set Not set