This occupation is found in small and medium enterprises, large and multinational organisations in private and public sectors. For example: housing, health, social care, energy, hospitality, education, commercial properties, leisure, and retail. It is found in organisations where the management of multi-disciplinary activities, within the built environment, impact upon people and the workplace. At a corporate level, facilities management contributes to the delivery of strategic and operational objectives. On a day-to-day level, effective facilities management activities are vital to the performance and success of any organisation, whatever its size and scope.
The broad purpose of the occupation is to supervise a team of facilities management staff to provide a safe and efficient working environment. Facilities management encompasses hard, soft, total or integrated functions. Services labelled as hard are estate or building management. Services called soft are catering, cleaning, administration, and security. Total facilities management can be the process of combining and integrating all facility management services into a single contract. As a facilities management supervisor it is vital to contribute towards health and safety regulations and organisational or contractual procedures. They need to achieve agreed key performance indicators and meet service level agreements. They will supervise a team, delegating duties and responsibilities. The team must always maintain high standards of performance meeting clients, customers and building users. They need good communication skills to resolve customer service queries. Analytical skills are required for monitoring customer service issues. They will identify reoccurring issues, problem-solving and then implementing solutions to improve services. There will be involvement in continuous improvement of systems and processes to ensure procedures, policies and guidance are updated. These can relate to emerging and technological advancements, legislative and social changes. As a supervisor they will contribute towards the development and wellbeing of the team.
In their daily, work an employee in this occupation interacts with their clients, the public or building users to ensure the service provided meets their needs. They will work collaboratively with internal and external stakeholders. Within an organisation they could work with the senior leadership team, procurement and supply chain, sales and marketing, and human resources staff. Working on sustainability plans with continuous improvement teams to improve the organisation's carbon footprint on their net-zero journey. They could interact with the finance and audit departments to ensure accurate reporting. External stakeholders can include suppliers, logistics and transportation providers, contractors, and the emergency services. They would typically report to a facilities manager or head of facilities.
An employee in this occupation will be responsible for the safety of themselves and their team when conducting daily activities. Always aiming to ensure the safety of the public and building users. They will be responsible for carrying out and reviewing risk assessment plans. Supporting and reviewing the budget and the costs of the facilities management service to meet financial targets. Facilities management supervisors will monitor and adhere to appropriate building governance and compliance standards.
| Duty | KSBs |
|---|---|
|
Duty 1 Support hard and soft facilities management functions. |
|
|
Duty 2 Contribute to health and safety regulations and organisational or contractual procedures. Carry out and review risk assessment plans in accordance with the requirements for the facilities management service. |
|
|
Duty 3 Ensure public, team and own safety on site through active collaboration with key stakeholders. |
|
|
Duty 4 Manage the day-to-day performance of your team in reaching personal goals and contribute to their wellbeing and development. |
|
|
Duty 5 Supporting the organisation's environmental and sustainability plans and targets. Consider sustainable use of resources, equipment and supplies for the facilities management service. |
|
|
Duty 6 Managing internal and external customer relationships to build trust and ensure delivery is in line with agreed key performance indicators (KPIs) or service level agreements (SLAs). |
|
|
Duty 7 Deliver day-to-day facilities management services meeting clients, customers and building users expectations. |
|
|
Duty 8 Resolve customer service queries and issues in accordance with contractual requirements. |
|
|
Duty 9 Monitor customer service issues in order to prevent re-occurrence through problem-solving and implementing solutions. |
|
|
Duty 10 Support and review the budget and the costs of the facilities management service to meet financial targets. |
|
|
Duty 11 Monitor and adhere to appropriate building governance and compliance standards. |
|
|
Duty 12 Contribute to continuous improvement of systems and processes to ensure procedures, policies and guidance are updated in line with emerging and technological advancements, legislative and social changes. |
K1: Characteristics and features of facilities management: hard, soft, total or integrated, personnel.
Back to Duty
K2: Awareness of health and safety regulations and codes of practice, relevance to the occupation and the own responsibilities. Health and Safety at Work Act. Control of Substances Hazardous to Health (COSHH). Reporting of Injuries, Diseases and Dangerous Occurrences Regulations (RIDDOR). Business continuity plans (BCP). Building regulations. Life support systems. L8 water hygiene. Manual handling. Personal Protective Equipment (PPE). Working at height. Working in confined spaces. Isolation and emergency stop procedures. Emergency evacuation procedures. Slips, trips and falls.
Back to Duty
K3: Methods and policies to promote safe working; risk assessments, method statements and safe systems of work.
Back to Duty
K4: Manufacturer's instructions; facilities management environment tools and equipment: for example, plant, machinery, electrical equipment, manual maintenance tools.
Back to Duty
K5: Sustainability legislation and regulations: current and developing sustainable principles, practices and techniques.
Back to Duty
K6: Sustainable procurement methods and practices: and use of resources, equipment and supplies.
Back to Duty
K7: Principles of leadership: supervisory, teamwork, and coaching techniques.
Back to Duty
K8: Scope and limits of authority within own role and knowing when to escalate issues and to whom.
Back to Duty
K9: Awareness of issues and common symptoms and warning signs of stress, anxiety and depression, plus where to go for help and the resources available.
Back to Duty
K10: Legislative guidance relating to equity, diversity and inclusivity in the workplace.
Back to Duty
K11: Principles of contract management including prioritisation and issue resolution.
Back to Duty
K12: Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) their purpose and value in a facilities management environment.
Back to Duty
K13: Stakeholder management and relationship building: internal and external, clients, customers, colleagues and building users.
Back to Duty
K14: Principles of financial management in a facilities environment including, annual budgets and cost centre management.
Back to Duty
K15: Written and digital communication techniques. Plain English principles. Facilities terminology. Report writing.
Back to Duty
K16: Principles and techniques of continuous improvement, for example lean, 6-sigma, KAIZEN.
Back to Duty
K17: Verbal communication techniques. Giving and receiving information. Matching style to audience. Barriers in communication and how to overcome them. Facilities terminology.
Back to Duty
K18: Problem solving techniques for example diagnostics, root cause analysis DMAIC (Define, Measure, Analyse, Improve, Control), PDCA (Plan Do Check Act).
Back to Duty
S1: Supervise the facilities management function.
Back to Duty
S2: Comply with health and safety regulations, building regulations, codes of practice and organisational policies and procedures.
Back to Duty
S3: Comply with risk assessments, method statements and safe systems of work and apply control measures.
Back to Duty
S4: Supervise others when using facilities management environment tools and equipment for example, plant, machinery, electrical equipment, manual tools.
Back to Duty
S5: Apply sustainable processes and practices, monitoring and solving sustainability problems which impact climate change in the facilities management function within their organisation.
Back to Duty
S6: Use resources to complete tasks, with consideration for cost, quality, safety, security and environmental impact.
Back to Duty
S7: Lead a team of facilities personnel.
Back to Duty
S8: Apply problem solving techniques to create solutions to complex problems within limits of authority within own role and consult line management.
Back to Duty
S9: Plan, prioritise and delegate tasks to the facilities team for completion.
Back to Duty
S10: Use information and digital technology to analyse data to monitor performance.
Back to Duty
S11: Create, maintain and enhance collaborative working relationships with internal and external stakeholders.
Back to Duty
S12: Communicate verbally with internal and external stakeholders Give and receive information. Matching style to audience. Recognising barriers in communication and how to overcome them. Facilities terminology.
Back to Duty
S13: Investigate queries to find underlying cause and identify potential solutions.
Back to Duty
S14: Apply financial management principles in department budget spending.
Back to Duty
S15: Apply continuous improvement techniques to devise potential solutions.
Back to Duty
S16: Communicate with internal and external stakeholders using sector specific terminology through written means.
Back to Duty
B1: Take responsibility for own actions and for the actions of those under their supervision or direction to promote safety.
Back to Duty
B2: Considers the environment and sustainability.
Back to Duty
B3: Act ethically.
Back to Duty
B4: Promote an inclusive workplace for example respectful of different views.
Back to Duty
B5: Adapt to new and changing situations with clients and customers.
Back to Duty
B6: Committed to continued professional development (CPD) to maintain and enhance competence in their own area of practice and supports others' professional development.
Back to Duty
English and maths qualifications must be completed in line with the apprenticeship funding rules.
Crown copyright © 2025. You may re-use this information (not including logos) free of charge in any format or medium, under the terms of the Open Government Licence. Visit www.nationalarchives.gov.uk/doc/open-government-licence