Standards to be met
The Apprenticeship standard details the essential Knowledge, Skills and Behaviours that somebody would need to demonstrate to be successful in this job role, this includes, Teamwork, Communication and Negotiation. Apprentices will need to show they are competent in all the areas detailed in the standard when they take End Point Assessment (see below).
The Knowledge areas of the standard will typically be covered through completion of the qualification. Skills and Behaviours are developed through workshops, e-learning, workplace training and practical experience provided ‘on-the-job’.
Knowledge
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The apprentice has a broad understanding of the principles of credit management and collections.
They have a sound understanding of organisational policies and techniques used in their role.
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The apprentice has a broad understanding of the legal, regulatory, risk and compliance framework within which they operate.
They understand the risk and compliance requirements for their role.
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The apprentice understands professional standards, the nature and priorities of the organisation, organisational values, and where their role fits in the organisation.
They understand the different areas of their organisation, for example, sales and marketing.
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The apprentice has a broad understanding of the products and services their organisation offers.
They have a sound knowledge of the products and services they support and their role supports the delivery of them.
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The apprentice understands the systems, tools and processes used in the role, together with the standards to be met.
Skills
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The apprentice delivers excellent service to customers using their organisation’s processes and systems.
They contribute to individual and team objectives.
They work in a way that reflects the organisation’s values
They comply with standards and regulatory requirements.
They carry out a range of tasks, including, but not limited to credit application processing, cash allocation and reconciliation.
They are proactive, contacting customers to collect outstanding balances
They maintain accurate records of communications and action.
They can deliver straight-forward dispute resolution
They can recommend write offs.
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The apprentice organises their own accounts and completes tasks to required deadlines.
They can track individual customer accounts when necessary.
They take ownership through to completion, and escalates if required.
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The apprentice always supports colleagues and collaborates with them to get results.
They build and maintain good working relationships within teams, and with other business areas where appropriate.
They are aware of their own role within their team, and their impact on others.
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The apprentice always communicates effectively with customers and colleagues, using good interpersonal skills and the correct method and language.
They build good relationships with customers, recognising their importance to the organisation when dealing with a potentially difficult topic.
They adapt their style to suit the customer and listens to their needs.
They handle difficult and sensitive situations professionally when they arise, to support and retain a positive relationship with the customer.
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The apprentice works with their customers to identify mutually acceptable solutions to credit issues.
They take ownership all the way to resolution, escalating if required.
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The apprentice can identify opportunities to improve work practices and successfully implements any changes that are required.
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The apprentice seeks feedback and acts on it to improve their performance.
They build their own capability through ownership of their development, working with their manager.
They keep up to date with relevant changes.
Behaviours
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The apprentice is truthful, trustworthy and sincere in all that they do.
They show integrity by doing the right thing.
They maintain confidentiality at all times.
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The apprentice adapts positively to work priorities and patterns when tasks and requirements change.
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The apprentice shows energy and enthusiasm in the way they fulfil their role, dealing with setbacks with positivity.
They stay positive under pressure.
Length of Apprenticeship
The End Point Assessment cannot be taken until the apprentice has been on programme for at least 12 months. This Apprenticeship takes approximately 12–14 months to complete.
Qualification
There is no mandatory qualification as part of this Apprenticeship so it is possible to gain your knowledge through learning in the workplace.
However our programme does include the completion of a qualification and we strongly recommend you follow this route if your employer is happy for you to do this.
If you do choose to complete a qualification, you will study for the Certificate in Credit Management from the Chartered Institute of Credit Management (CICM).
The Certificate comprises of two mandatory assignments:
- Business Communications and Personal Skills
- Credit Control/Collections
You will also then complete a third assignment on Cash Collections or Debt Collections, which will then give you enough credits to gain the CICM Level 2 Certificate in Credit Management on completion of the apprenticeship.
To deliver the Certificate, we work in partnership with the CICM. You will receive study texts and sample questions to work through. You also will have access to tutor support via email or telephone.
Entry requirements
Individual employers will set the selection criteria for their Apprenticeships. It is recommended that employers may want most candidates to have Level 2 Maths and English. Other relevant or prior experience may also be considered as an alternative.
End point assessment
Every Apprenticeship includes an End Point Assessment (EPA), assessed by an independent End Point Assessment Organisation (EPAO). The apprentice will take their EPA at the end of their programme where they will demonstrate they are competent in the role that they have developed in.
This Apprenticeship Standard End Point Assessment will include:
Assignments
Apprentices are required to complete two assignments, one focused on the Knowledge areas of the standard and one on the Skills and Behaviours. These contain evidence of real work carried out by the apprentice, for example, when and how they have worked well in a team, or how they have used their knowledge of professional standards within the industry to apply to customer collections.
Professional discussion
The Professional Discussion is a structured interview between the apprentice and the Independent Assessment Organisation. It allows the assessor to ask questions about the assignments, but also explore more broadly how the apprentice has developed and progressed in their job role, with a focus on the skills and behaviours in the standard.
Progression
Apprentices wishing to progress further can move onto the L3 Advanced Credit Controller Apprenticeship standard. There will then be further opportunities for apprentices to progress into more specialist areas of the Financial Services and Accountancy sector at Level 6 (Degree equivalent) and Level 7 (Masters equivalent).
Funding
This Level 2 Apprenticeship has been placed in the £5,000 funding cap. If you are a Levy payer this means that the maximum that can be withdrawn from your Levy fund for somebody on this Apprenticeship is £5,000.
For non or marginal Levy payers (where you have overspent your Levy fund), 95% of the cost of the Apprenticeship will be funded by the government meaning you will only have to pay 5% of the agreed price. Please contact us for more information on the Levy and funding.
CICM membership is optional. Registration is covered as part of the levy.