Facilities services operative

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)

Trends in FM of sustainable practice e.g. well-being, safeguarding

The contribution of soft FM services to an organization (value to customers, profitability, cost-savings, quality enhancements)

The factors to be taken into account n costing the delivery of an FM service

The features of a Service Level Agreement (SLA)

How to report inefficiencies and defects and suggest improvements

The impact of feedback in a service industry

The requirements of relevant SOPs

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)

The uses of FM-related information (e.g. identifying recurrent problems, performance management, cost, efficiency, quality, continuous improvement etc)

The nature and benefits of improvements to an FM business (value to customers, sustainability, environmental, profitability, cost-savings, quality enhancements)

The features of the FM improvement cycle

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

The functioning of the access management system (health and safety, security, front-of-house) including egress

The planned maintenance programme and how it affects the front-of-house

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)

How to carry out a conditions survey (e.g. taking photos, checking furniture and fittings etc) and prepare reports

The different role of those involved in the organisation of events (e.g. security, marketing, IT, hospitality and catering outsourced organisations etc.)

The way in which communication used in the front of house function influences visitors' perception of an organisation

The contribution of hard FM to an organization (value to customers, profitability, cost-savings, quality enhancements)

The difference between and requirements of planned preventative maintenance (PPM) and reactive maintenance

The risks and hazards associated with maintenance activities and their consequences if realized

The use of Building Management Systems (BMS) and operation and maintenance systems manuals to maintain specified operating conditions

The interrelationship and need for collaboration between the Mechanical & Engineering and the FM function

The purpose and features of personal performance measurement processes e.g. appraisals, one-to-ones

The requirements of a personal development plan

Training interventions available to support the development of FM competence and knowledge

Sources of information e.g. trade magazines, professional body

The features of effective reflective practice and the impact of personal behaviours

The way in which an organization’s mission, vision and values affect its operations

The purpose of establishing good customer relations and the features of effective customer relationships

The advantages and disadvantages of different methods of communication

The stages of a project, roles and responsibilities within a project

The project management tools that are used in the project

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

Carry out quality assurance checks in accordance with SOP's to ensure that FM services are delivered to the required standard.

Deal with feedback or escalate issues beyond their level of authority in accordance with SOP's

Collect FM-related information from a variety of sources (e.g. from BMS, helpdesk or in-house systems) in accordance with the task specification

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

Identify and report on opportunities for improvement from information collected in accordance with the task specification using appropriate software applications and communication platforms

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)

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)

Greet and treat visitors in accordance with SOPs

Ensure service areas are maintained in accordance with SOPs for cleanliness and hygiene (e.g food preparation areas, control rooms, compactors and refuse areas)

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

Report issues and problems in accordance with SOPs

Log jobs and arrange for repairs and engineering maintenance in accordance with SOPs

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

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

Report the correct operation of FM buildings and equipment in accordance with SOPs

Keep asset registers up-to-date (checks, reconciliation, record keeping) in accordance with SOPs

Complete and keep up-to-date personal development plans

Keep FM-related skills up-to-date

Keep FM-related knowledge up-to-date

Manage customer expectations in accordance with SOPs and organizational expectations

Communicate with customers confidently and clearly using communication methods that are appropriate to the situation in accordance with organizational expectations

Support the project team constructively and in a way that engenders positive relationships in accordance with organizational expectations

Report on the extent that objectives have been met and escalate any issues in accordance with organizational expectations

Customer focus

Team working

Personal effectiveness

Attention to detail

Honesty

Adaptability