To mark FM Appreciation Week 2025, we spoke to Hannah Morgan, Regional Facilities Manager in ESS Defence, about building a career in FM, her favourite things about her role and the advice she would give to anyone looking to develop and progress.
Could you talk us through your career so far?
I was working as a mess accountant in our Defence business when the cleaning manager at my site left. I supported the general manager in the interim and really enjoyed the challenge, so was encouraged to apply for the role. I was successfully appointed as the site FM manager and took responsibility for cleaning, waste management, laundry and tailoring.
Shortly after I started, Covid hit! This brought a range of challenges, with new and changing guidelines and a much higher profile for the cleaning service. It was a busy time, and I was on a steep learning curve, but it provided valuable experience for me to learn and grow.
After 18 months, I took a multi-site position where I was responsible for FM services at two major units and six satellite sites and was subsequently offered the FM manager role at one of our larger, high-profile sites. I went from managing a team of around 12 to one with over 30 cleaners and hundreds of military personnel on site at any one time.
Four years after starting out in FM, I took on the regional role that I’m currently in and I seized the opportunity with both hands! I now provide specialist expertise to our FM teams across the South West region and have led on major mobilisations both within the Defence sector and our wider Government business.
It’s been a brilliant journey so far, and I’ll continue to take every chance I get to learn and develop.
What training have you completed and how did it support your growth?
As soon as I started my FM Manager role, I embarked on a Compass Career Pathway which included an IWFM (Institute of Workplace and Facilities Management) Level 3 qualification. As well as the formal apprenticeship, I completed courses covering management, commerciality and service excellence. I was lucky enough to be coached by Compass Group UK & Ireland’s Head of L&D, who really encouraged me to face into things I found challenging and provided strategies for me to improve my capabilities and confidence.
I went on to complete the CIWM (Chartered Institution of Wastes Management) Level 4 qualification to enhance my technical knowledge and expertise in the waste management field which is highly driven by legislation.
Throughout my time in FM, I’ve done a vast amount of on-the-job learning. I’ve been fortunate to have some phenomenal managers who have trusted me, pushed me out of my comfort zone and championed my progression, while always providing the support I needed. I can’t emphasise enough the impact these individuals have had on my career, and it’s something I’m committed to paying forward. There are so many opportunities in FM, and I do everything I can to upskill those around me and help them to achieve their aspirations.
What do you most enjoy about working in FM?
No two days are the same in my role and I never know what the week will bring!
I’ll generally be balancing tasks including providing expertise and support to our teams, supplier engagement, overseeing equipment matters, contractual questions, implementing new waste legislation, budgeting, quality assurance, resourcing and business development support. It’s a blend of planned and reactive tasks and I like the variety that brings.
I really enjoy the people side of the role. I regularly interact with a wide range of stakeholders, from our frontline colleagues and management teams to suppliers and senior client representatives. It’s great to meet and work with so many different personalities and get so many different perspectives on the services we’re providing.
One of my proudest achievements is leading the development of a bespoke new piece of equipment which will soon be launched across our business. It has been created with our teams in mind, taking into account the different requirements of their roles and how we can make their lives easier. Our high standards rely on our people and it’s vital that we keep them at the heart of our decision making.
What are the most important skills you need to succeed in FM?
Good communication skills are key. I interact with lots of different people and it’s important that I can explain myself clearly while using an appropriate level of detail for my audience. Listening well is essential to understanding the various scenarios that arise and working out solutions collaboratively.
Resilience and the ability to stay calm under pressure are vital. I’m regularly balancing multiple tasks and need to be able to understand the detail, step away from it to see the bigger picture and quickly revert to working on something completely different. While the busy nature of the role can be challenging at times, the variety it brings is one of my favourite things about working in FM.
To really succeed in an FM role, you need to care about the service you’re providing. That means caring about the frontline teams who are delivering the service day to day, and about the customers whose environments you are responsible for. If you’re passionate about great service, that’s a brilliant place to start!
What advice would you give to anyone considering a career in the industry or anyone who is looking to progress?
Go for it! The opportunities are there for those who want them and there are so many different paths you can take in FM.
Grab every chance you get to learn new things, develop your skills and broaden your experience.
One of the most important aspects of my progression has been the people who have managed me. If you’re keen to grow your career, find yourself a mentor who will put you forward for projects outside of your role and champion you to senior colleagues.
If you have the capability, the willingness to learn, the ambition and the right support network in place, there is no limit to what you can achieve!
