top of page

A Facilities Services Operative is a broad description of someone who provides facilities services support to customers and FM departments. 

What is Facilities Management?

Facilities Management involves providing a quality and cost effective maintenance and care service for a wide range of commercial and public buildings, such as hotels, hospitals, office and shopping complexes, arenas, educational or convention centres. Facilities Management makes sure that facilities such as security, catering and cleaning (referred to as 'soft services') and maintenance and building services (referred to as 'hard services') run smoothly, so that customers can run their businesses efficiently. The sector is also responsible for property and estates management, including energy management and environmental protection.

What is the eligibility criteria?

• Must not hold a qualification at the same level or higher in the sector that the Apprenticeship is in.
• Must commit to the minimum learning period, this can be anything from 372 days to 4 years.
• Must commit to 20% in work off the job training hours
• Must undertake Level 2 English and maths functional skills if unable to provide certificates of exemption.
• Must commit to completing the End Point Assessment (EPA) within three months of the learning period completion for all standards.

Who is this programme for?

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 will be responsible for fulfilling their duties in compliance with legislation and organisational 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.


Level 2 Standard 




Area 1

Support the delivery of the responsibilities of the Facilities Services function in complying with health and safety and other legislation and organisational policies and procedures

This area introduces FM related legislation, Organisational Policy and how the job role supports these areas.

Area 4

Support good sustainable practice in FM

This area develops the understanding of both the customer and the organisational corporate social responsibility policy and how their job role supports the sustainability

Area 7

Deliver front-of-house services

This area furthers the understanding of soft services in FM with focus on front of house services including the presentation of customer areas, access control from a security perspective and with compliance to Health and Safety and inclusion requirements.

Area 10

Support the delivery of FM projects

An introduction to how projects can be structured and how the Facilities Services Operative role contributes to the successful completion of FM related projects. Communication, collaboration and working as part of a team are key requirements of this area.

Area 2

Address FM-related risks, hazards and threats to people, property and premises

Focused on Health and Safety, this area informs the Learner of risk assessment practices, the importance of emergency and evacuation plans and procedures, limits of authority and good practice in risk management.

Area 5

Maintain soft FM services

Recognising how service levels are set, and how these are evaluated. The importance of record keeping and how feedback can identify any diversion from standard operating procedures. Introduction to addressing any failures in performance with limit of authority and escalation processes.

Area 8

Support hard FM functions

Introducing Hard Services in FM, how these support the organisation core business, ensure compliance to Health and Safety and how they can support efficiency and cost effectiveness. Introduction to BMS systems and different maintenance strategies


Core Behavioural Competencies to be evidenced:

• Customer service - An active and responsive approach to all customers (internal and external)
• Team working - Collaborating positively with others to achieve objectives and standards

Area 3

Provide customer service to internal and external customers to ensure the effective delivery of a range of facilities services

An introduction to the evaluation and improvement of customer service delivery by recognising the different types of customers that the Operative will engage with in their job role

Area 6

Gather FM-related information for continuous improvement purposes

Embedded throughout the delivery of this standard, this area will develop skills, knowledge and understanding of gathering FM-related information for continuous improvement purposes

Area 9

Maintain and develop competence in the FM industry/sector

A key factor in any development programme, how to take responsibility for own development, keeping up to date on industry changes and trends and how this can affect and contribute to a career pathway in FM.


• Personal effectiveness - Taking responsibility for personal development to deliver high quality FM services
• Attention to detail - Thoroughness in accomplishing a task
• Honesty - Truthful in all aspects of work
• Adaptability - A willingness to accept changing priorities and tasks

Expected Learner Commitment

• To take responsibility for own development

• To engage with the Tutor and the Line Manager to ensure the

Learning Journey brings new knowledge and skills

• To record and communicate Off the Job Training Hours regularly

• To attend and contribute to the initial progress review at 6 weeks and ongoing progress reviews every 12 weeks (Tripartite reviews) thereafter

• To embrace reflective practices to identify strengths and opportunities in own performance and behaviours.

bottom of page