Construction and the built environment
Facilities services operative
Providing facilities services support to customers and facilities management departments.
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
Knowledge, skills and behaviours (KSBs)
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)
K2:
Other legislative requirements and responsibilities e.g. food safety, employment rights and responsibilities, data protection, equality, diversity and inclusion
K3:
The distinctions between Hard FM (maintenance), Soft FM (support services), Total or Integrated FM and its contribution to an organization
K4:
The roles and responsibilities of FM technical experts (e.g. contractors, engineers, surveyors etc)
K5:
The roles and responsibilities of those within the FM reporting structure
K6:
HSE Five steps to risk assessment
K7:
The requirements of the emergency and evacuation procedures
K8:
Good practice in risk management in the FM industry e.g. security, access and inclusion
K9:
The limits of their personal authority and competence
K10:
Risk-related information requirements and those of the FM risk register
K11:
The features and purpose of effective customer service
K12:
The functioning of FM services and their interrelationships
K13:
The range of FM contracts and Service Level Agreements (SLAs) including customers’ performance standards
K14:
The role of customer feedback in providing customer service
K15:
How the requirements of the contract/SLA with the customer is used to manage their expectations
K16:
The features of a complaints procedure and typical timescales
K17:
The purpose of keeping customers informed of developments, issues and delays
K18:
How innovation and change can support good customer relationships
K19:
Customers’ and organizational corporate social responsibility and sustainability policies and requirements e.g. environmentally-friendly initiatives; “People, Planet, Profit"
K20:
The contribution of FM to support sustainability (good practice, profitability, cost-savings, quality enhancements)
K21:
Trends in FM of sustainable practice e.g. well-being, safeguarding
K22:
The contribution of soft FM services to an organization (value to customers, profitability, cost-savings, quality enhancements)
K23:
The factors to be taken into account n costing the delivery of an FM service
K24:
The features of a Service Level Agreement (SLA)
K25:
How to report inefficiencies and defects and suggest improvements
K26:
The impact of feedback in a service industry
K27:
The requirements of relevant SOPs
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)
K29:
The uses of FM-related information (e.g. identifying recurrent problems, performance management, cost, efficiency, quality, continuous improvement etc)
K30:
The nature and benefits of improvements to an FM business (value to customers, sustainability, environmental, profitability, cost-savings, quality enhancements)
K31:
The features of the FM improvement cycle
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
K33:
The functioning of the access management system (health and safety, security, front-of-house) including egress
K34:
The planned maintenance programme and how it affects the front-of-house
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)
K36:
How to carry out a conditions survey (e.g. taking photos, checking furniture and fittings etc) and prepare reports
K37:
The different role of those involved in the organisation of events (e.g. security, marketing, IT, hospitality and catering outsourced organisations etc.)
K38:
The way in which communication used in the front of house function influences visitors' perception of an organisation
K39:
The contribution of hard FM to an organization (value to customers, profitability, cost-savings, quality enhancements)
K40:
The difference between and requirements of planned preventative maintenance (PPM) and reactive maintenance
K41:
The risks and hazards associated with maintenance activities and their consequences if realized
K42:
The use of Building Management Systems (BMS) and operation and maintenance systems manuals to maintain specified operating conditions
K43:
The interrelationship and need for collaboration between the Mechanical & Engineering and the FM function
K44:
The purpose and features of personal performance measurement processes e.g. appraisals, one-to-ones
K45:
The requirements of a personal development plan
K46:
Training interventions available to support the development of FM competence and knowledge
K47:
Sources of information e.g. trade magazines, professional body
K48:
The features of effective reflective practice and the impact of personal behaviours
K49:
The way in which an organization’s mission, vision and values affect its operations
K50:
The purpose of establishing good customer relations and the features of effective customer relationships
K51:
The advantages and disadvantages of different methods of communication
K52:
The stages of a project, roles and responsibilities within a project
K53:
The project management tools that are used in the project
Technical Educational Products
- ST0617: Facilities services operative (Level 2) Approved for delivery
- Reference:
- OCC0617
- Status:
Approved occupation
- Average (median) salary:
- £25,648 per year
- SOC 2020 code:
- 4159 Other administrative occupations n.e.c.
- SOC 2020 sub unit groups:
- 4159/03 Facilities coordinators
- 4159/05 Property administrators
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
S2:
Comply with other relevant legislation e.g. food safety, employment rights and responsibilities, data protection, equality, diversity and inclusion
S3:
Comply with standard operating procedures (SOPs) e.g. permits to work, contractor risk assessments, safe systems of work, site inductions
S4:
Carry out health and safety checks in accordance with SOPs
S5:
Report the findings of health and safety checks in accordance with SOPs
S6:
Identify risks, hazards and threats to people, property and premises in accordance with SOPs
S7:
Act on the findings of health and safety checks in accordance with SOPs
S8:
Implement site emergency and evacuation procedures in accordance with SOPs e.g. acting as emergency evacuation marshal, submitting evacuation plans and reports/audits
S9:
Report on the actions taken in accordance with SOPs
S10:
Collaborate with other colleagues (e.g. security officers, cleaning operatives, receptionists, engineers and catering staff) in accordance with SOPs
S11:
Respond to customers’ queries and incidents in accordance with SOPs
S12:
Take action that is appropriate to the nature of the FM query (e.g. clarifying straightforward contractual/SLA queries, referrals/escalation)
S13:
Deal with complaints in accordance with SOPs
S14:
Keep customers informed of developments, issues and delays in accordance with SOPs
S15:
Apply policies in sustainability and corporate social responsibility in accordance with SOPs
S16:
Identify areas for improvement in sustainable and corporate social responsibility performance in accordance with SOPs
S17:
Make practicable suggestions for improvements to corporate social responsibility performance in accordance with SOPs
S18:
Operate the stock management system in accordance with SOPs e.g. stock checking, replenishment, stock ordering
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.)
S20:
Report the findings of premises and equipment inspections in accordance with SOPs
S21:
Carry out quality assurance checks in accordance with SOP's to ensure that FM services are delivered to the required standard.
S22:
Deal with feedback or escalate issues beyond their level of authority in accordance with SOP's
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
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
S25:
Identify and report on opportunities for improvement from information collected in accordance with the task specification using appropriate software applications and communication platforms
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)
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)
S28:
Greet and treat visitors in accordance with SOPs
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)
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
S31:
Report issues and problems in accordance with SOPs
S32:
Log jobs and arrange for repairs and engineering maintenance in accordance with SOPs
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
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
S35:
Report the correct operation of FM buildings and equipment in accordance with SOPs
S36:
Keep asset registers up-to-date (checks, reconciliation, record keeping) in accordance with SOPs
S37:
Complete and keep up-to-date personal development plans
S38:
Keep FM-related skills up-to-date
S39:
Keep FM-related knowledge up-to-date
S40:
Manage customer expectations in accordance with SOPs and organizational expectations
S41:
Communicate with customers confidently and clearly using communication methods that are appropriate to the situation in accordance with organizational expectations
S42:
Support the project team constructively and in a way that engenders positive relationships in accordance with organizational expectations
S43:
Report on the extent that objectives have been met and escalate any issues in accordance with organizational expectations
Technical Educational Products
- ST0617: Facilities services operative (Level 2) Approved for delivery
- Reference:
- OCC0617
- Status:
- Approved occupation
- Average (median) salary:
- £25,648 per year
- SOC 2020 code:
- 4159 Other administrative occupations n.e.c.
- SOC 2020 sub unit groups:
- 4159/03 Facilities coordinators
- 4159/05 Property administrators
B1:
Customer focus
B2:
Team working
B3:
Personal effectiveness
B4:
Attention to detail
B5:
Honesty
B6:
Adaptability
Technical Educational Products
- ST0617: Facilities services operative (Level 2) Approved for delivery
- Reference:
- OCC0617
- Status:
- Approved occupation
- Average (median) salary:
- £25,648 per year
- SOC 2020 code:
- 4159 Other administrative occupations n.e.c.
- SOC 2020 sub unit groups:
- 4159/03 Facilities coordinators
- 4159/05 Property administrators
