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ACCOUNTANCY AND TAX

Credit Controller Apprenticeship Level 2

Credit management is found across all sectors of UK and international commerce and offers a range of challenging and interesting specialisms. It is central to many operations, including setting policies, facilitating sales, managing financial risk, and customer relationships.

The aim of the Credit Controller/Collector role is usually to monitor and manage customer accounts. The role will often consist of collecting monies owed, processing credit applications, agreeing credit terms and payment arrangements. This list is not exhaustive - there are many more activities that could be included in this role.

Level: 2
Qualification gained: CICM - optional

Contact the team
1. Standards to be met
2. Length of apprenticeship
3. Qualification
4. Entry requirements
5. End point assessment
6. Progression
7. Funding

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

  • Credit management keyboard_arrow_up keyboard_arrow_down

    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.

  • Regulatory and compliance keyboard_arrow_up keyboard_arrow_down

    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.

  • Industry and organisation understanding keyboard_arrow_up keyboard_arrow_down

    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.

  • Products and services keyboard_arrow_up keyboard_arrow_down

    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.

  • Systems and processes keyboard_arrow_up keyboard_arrow_down

    The apprentice understands the systems, tools and processes used in the role, together with the standards to be met.

Skills

  • Service delivery keyboard_arrow_up keyboard_arrow_down

    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.

  • Work planning keyboard_arrow_up keyboard_arrow_down

    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.

  • Teamwork keyboard_arrow_up keyboard_arrow_down

    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.

  • Communication and relationship building keyboard_arrow_up keyboard_arrow_down

    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.

  • Negotiation and decision making keyboard_arrow_up keyboard_arrow_down

    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.

  • Continuous improvement keyboard_arrow_up keyboard_arrow_down

    The apprentice can identify opportunities to improve work practices and successfully implements any changes that are required.

  • Personal development keyboard_arrow_up keyboard_arrow_down

    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

  • Honesty and integrity keyboard_arrow_up keyboard_arrow_down

    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.

  • Flexibility keyboard_arrow_up keyboard_arrow_down

    The apprentice adapts positively to work priorities and patterns when tasks and requirements change.

  • Resilience keyboard_arrow_up keyboard_arrow_down

    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.

Contact the team keyboard_arrow_up keyboard_arrow_down