Contents
Contents
Apprenticeship summary
Overview of the role
Manage credit and collect money owed by consumers or businesses, or take control and sell goods to pay debts.
Occupation summary
Credit control and debt collection is a dynamic function and given the importance of the occupation to the success and survival of businesses, roles are central to many operations, typically setting policies, facilitating sales, managing financial risk and customer relationships.
The size of teams depends on the nature of the organisation and can vary from a single, experienced credit manager for a business to large teams of over 50 credit controllers, debt collection or enforcement specialists in organisations such as banks, utilities companies and government departments. Some operations specialise in debt collection, debt purchase or other allied services such as enforcement to provide third-party services for other organisations.
The broad purpose of this occupation is to protect cash flow, collect cash and facilitate wider business activity. This involves decisions about whether to offer credit to a customer and or the management of the debts of existing customers and collecting cash. The priority for organisations is to maximise financial returns and ensure a positive impact on the Profit and Loss Statement while achieving good customer outcomes.
Typically, work for Senior credit controllers and or Debt collection specialists involves proactive, complex interactions with individual or business customers who are high risk for reasons such as having multiple debts, consistently reaching credit limits or breaching credit agreements by missing repayments. Employees in these roles would be expected to minimise and or recover bad debts while retaining positive sustained customer relationships.
In addition, there are specialised credit risk and enforcement roles which support the occupation by advising on credit risk and recovering debt.
In their daily work Senior credit controllers and or Debt collection specialists could interact with internal and external customers, both businesses and or members of the public. Depending on the organisation, this might include interaction with:
- External customers such as finance departments and or individuals
- Sales advisers or managers
- Customer service advisers or managers
- Complaints department
- Accountants or billing managers
- Legal advisors
- Compliance managers
- Money and debt advice organisations
- Emergency services.
There are 3 specialist occupations which an employee could select:
Credit risk analysts liaise with other areas on disputes and customer complaints.
Senior credit controllers or debt collection specialists. Senior credit controllers have significant responsibility and manage high value business accounts, working closely with sales and finance managers to make credit decisions, ensure payment to terms and collect outstanding debt.
Debt collection specialists focus on the overdue, late or unpaid money owed to an organisation, typically supervising consumer collection teams who interact with high volumes of individual customers, including those in vulnerable circumstances. Senior collection specialists advise on complex or key account issues and give expert support, including referral to specialist colleagues or agencies, ensure good customer outcomes while finding, where possible, a clear path to payment for those facing financial difficulty that minimises risks of overdues or bad debts.
Senior enforcement agents recover debt for an organisation through the practice of the removal and sale of goods to recoup monies owed.
Senior credit controllers and Debt collection specialists tend to report directly to a manager or Financial Director in the case of small organisations.
With the exception of enforcement, roles are primarily office-based, often working in a finance department and or shared service centre environment. Communication tends to be by phone and email. Senior credit controllers may also be involved in customer visits, typically with the credit manager and or sales manager.
Enforcement work is primarily out of the office, typically visiting enforcement debtors at their home or business to take control of goods and sell these to pay creditors.
Roles are typically fast-paced and target driven, requiring analytical, technical, interpersonal and team working skills.
Skilled practitioners use commercial awareness and understanding of the business environment to enhance the competitive advantage of an organisation and mitigate adverse effects. The skill requires knowledge of organisational strategic vision, mission and values, policies and procedures, products and services, customer and stakeholder behaviour and risk, professional standards and legal and regulatory requirements.
The aim is for decision making which aligns with organisational strategy and full compliance with regulations, policies and procedures.
Credit management and debt recovery are rewarding career choices for self-motivated and enthusiastic individuals who would enjoy a varied role working at the centre of operations.
Individuals who advance the fastest to senior roles have business and regulatory acumen and financial and data analytical skills. They are adept at problem solving and negotiation and influencing and use strong communication and relationship building skills and customer or client insight to maximise commercial opportunities and mitigate risks. They are innovative leaders and have a passion for learning and drive for results.
Typical job titles include:
End-point assessment summary
ST0175, Senior credit controller and debt collection specialist level 3
This is a summary of the key things that you – the apprentice and your employer need to know about your end-point assessment (EPA). You and your employer should read the EPA plan for the full details. It has information on assessment method requirements, roles and responsibilities, and re-sits and re-takes.
What is an end-point assessment and why it happens
An EPA is an assessment at the end of your apprenticeship. It will assess you against the knowledge, skills, and behaviours (KSBs) in the occupational standard. Your training will cover the KSBs. The EPA is your opportunity to show an independent assessor how well you can carry out the occupation you have been trained for.
This apprenticeship has a mandatory qualification to complete. You will complete the training for the qualification during the first 18 months of the apprenticeship. The final assessment for the qualification is integrated in the apprenticeship. This means that it will take place in the EPA period and count towards both the apprenticeship and the qualification.
Your employer will choose an end-point assessment organisation (EPAO) to deliver the EPA. Your employer and training provider should tell you what to expect and how to prepare for your EPA.
The length of the training for this apprenticeship is typically 18 months. The EPA period is typically 4 months.
The overall grades available for this apprenticeship are:
- fail
- pass
- distinction
When you pass all assessment methods for the EPA, you will be eligible for your qualification certificate and will be awarded your apprenticeship certificate.
EPA gateway
The EPA gateway is when the EPAO checks and confirms that you have met any requirements required before you start the EPA. You will only enter the gateway when your employer says you are ready.
The gateway requirements for your EPA are:
- achieved English and mathematics qualifications in line with the apprenticeship funding rules
- for the interview underpinned by a portfolio of evidence, the project's title and scope must be agreed with the EPAO and a project summary submitted
- for the interview underpinned by a portfolio of evidence, you must submit a portfolio of evidence
- passed any other qualifications listed in the occupational standard
For the senior credit controller and debt collection specialist, the qualification required is:
CICM Level 3 Diploma in Credit and Collections
Assessment methods
Interview underpinned by a portfolio of evidence
You will have an interview with an independent assessor. It will last at least 60 minutes. They will ask you at least 12 questions. The questions will be about certain aspects of your occupation. You need to compile a portfolio of evidence before the EPA gateway. You can use it to help answer the questions.
Integrated assessment methods
Project
You will complete a significant and defined piece of work that has a real business application and benefit, in line with the requirements of the qualification.
Who to contact for help or more information
You should speak to your employer if you have a query that relates to your job.
You should speak to your training provider if you have any questions about your training or EPA before it starts.
You should receive detailed information and support from the EPAO before the EPA starts. You should speak to them if you have any questions about your EPA once it has started.Reasonable adjustments
If you have a disability, a physical or mental health condition or other special considerations, you may be able to have a reasonable adjustment that takes this into account. You should speak to your employer, training provider and EPAO and ask them what support you can get. The EPAO will decide if an adjustment is appropriate.
Professional recognition
This apprenticeship aligns with Chartered Institute of Credit Management (CICM) for Level 3 Associate Membership
Please contact the professional body for more details.
Crown copyright © 2025. You may re-use this information (not including logos) free of charge in any format or medium, under the terms of the Open Government Licence. Visit www.nationalarchives.gov.uk/doc/open-government-licence