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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. Candidates will cover these areas on their course: Knowledge 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) Other legislative requirements and responsibilities e.g. food safety, employment rights and responsibilities, data protection, equality, diversity and inclusion The distinctions between Hard FM (maintenance), Soft FM (support services), Total or Integrated FM and its contribution to an organization The roles and responsibilities of FM technical experts (e.g. contractors, engineers, surveyors etc) The roles and responsibilities of those within the FM reporting structure HSE Five steps to risk assessment The requirements of the emergency and evacuation procedures Good practice in risk management in the FM industry e.g. security, access and inclusion The limits of their personal authority and competence Risk-related information requirements and those of the FM risk register The features and purpose of effective customer service The functioning of FM services and their interrelationships The range of FM contracts and Service Level Agreements (SLAs) including customers’ performance standards The role of customer feedback in providing customer service How the requirements of the contract/SLA with the customer is used to manage their expectations The features of a complaints procedure and typical timescales The purpose of keeping customers informed of developments, issues and delays How innovation and change can support good customer relationships Customers’ and organizational corporate social responsibility and sustainability policies and requirements e.g. environmentally-friendly initiatives; “People, Planet, Profit" The contribution of FM to support sustainability (good practice, profitability, cost-savings, quality enhancements) Skills 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 Comply with other relevant legislation e.g. food safety, employment rights and responsibilities, data protection, equality, diversity and inclusion Comply with standard operating procedures (SOPs) e.g. permits to work, contractor risk assessments, safe systems of work, site inductions Carry out health and safety checks in accordance with SOPs Report the findings of health and safety checks in accordance with SOPs Identify risks, hazards and threats to people, property and premises in accordance with SOPs Act on the findings of health and safety checks in accordance with SOPs Implement site emergency and evacuation procedures in accordance with SOPs e.g. acting as emergency evacuation marshal, submitting evacuation plans and reports/audits Report on the actions taken in accordance with SOPs Collaborate with other colleagues (e.g. security officers, cleaning operatives, receptionists, engineers and catering staff) in accordance with SOPs Respond to customers’ queries and incidents in accordance with SOPs Take action that is appropriate to the nature of the FM query (e.g. clarifying straightforward contractual/SLA queries, referrals/escalation) Deal with complaints in accordance with SOPs Keep customers informed of developments, issues and delays in accordance with SOPs Apply policies in sustainability and corporate social responsibility in accordance with SOPs Identify areas for improvement in sustainable and corporate social responsibility performance in accordance with SOPs Make practicable suggestions for improvements to corporate social responsibility performance in accordance with SOPs Operate the stock management system in accordance with SOPs e.g. stock checking, replenishment, stock ordering 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.) Report the findings of premises and equipment inspections in accordance with SOPs Behaviours Customer focus Team working Personal effectiveness Attention to detail Honesty Adaptability

Facilities Services Operative

Providing facilities services support to customers and facilities management departments.

£3,000 via Apprenticeship Levy or £150 via 5% Co-investment Funding for small businesses

12 months