Credit Controller and Collector Apprenticeship (Level 2)

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Credit Controller and Collector Apprenticeship (Level 2)

A credit control role is essential in helping businesses protect cash flow, manage financial risk and maintain positive customer relationships. Every sector in the UK and internationally relies on these skills.

The Credit Controller and Collector Apprenticeship provides the practical foundation you need to begin a successful finance career. You will learn how to monitor and manage customer accounts, resolve queries, and apply financial procedures with confidence and accuracy. You will also develop strong communication skills that are valued by employers.

Programme at a glance

Programme: Level 2 Credit Controller and Collector Apprenticeship

Typical duration: 12 months

Delivery: Blended learning with dedicated 1:1 coaching

Study support: Live online sessions plus guided self-study

Register interest

Kickstart your career in credit control

Earn while you learn and build skills that are genuinely in demand.

What you’ll get: structured training, regular 1:1 coaching, and practical workplace application.

Who is it for?

The Credit Controller and Collector Apprenticeship is designed for individuals at the beginning of their finance journey. It is well suited to those who enjoy working with both data and people, and who want a professional role with structure, responsibility and clear progression opportunities.

A positive attitude, good organisational skills and a willingness to learn are more important than prior experience.

Typical job roles

These roles exist across every industry, offering long-term career stability:

Credit Controller
Collections Officer
Accounts Receivable Assistant
Finance Administrator
Customer Accounts Officer
Debt Recovery Assistant

A role with real impact

Credit control protects cash flow, strengthens customer relationships and supports day-to-day business decision-making.

It’s a great first step into finance roles in both in-house departments and specialist collection agencies.

What you will study

This programme combines technical learning with the development of professional behaviours required in a modern finance environment. The content is designed to be applied directly in the workplace, supported by regular 1:1 coaching.

Knowledge, Skills and Behaviours you will build

Credit control and collections fundamentals
Learn the principles of credit control and debt recovery, including how to follow procedures and manage accounts effectively.

Monitoring accounts and reducing overdue debt
Identify overdue balances, prioritise actions and use appropriate methods to improve payment outcomes.

Resolving queries and agreeing payment arrangements
Build confidence in handling customer queries, negotiating realistic repayment plans, and keeping clear records of outcomes.

Compliance, ethics and professional judgement
Understand the legal, regulatory and ethical responsibilities that apply to credit control and debt collection activity.

Using systems and data
Develop confidence using finance and CRM systems, and communicating accurate information clearly to customers and colleagues.

Professional development

Accuracy and time management
Build habits that support reliable administration, prioritisation and consistent follow-through.

Working to targets
Learn how performance is measured and how to manage your own workload to meet objectives.

Teamwork and professional conduct
Strengthen communication, professionalism and collaboration across the wider business.

Credit Controller and Collector Apprenticeship (Level 2)

Study Planner – Programme Structure

To help you plan ahead, the Credit Controller and Collector Apprenticeship is delivered through structured live online sessions, supported by guided self-study and platform-based knowledge checks.

In addition to the core programme, learners also complete a range of short courses that lead to certificates. These courses are designed to enhance knowledge, support professional development, and contribute towards Continuing Professional Development (CPD).

Typical weekly time commitment

Live online session: 1.5 hours

Self-study and knowledge checks: around 2 hours

Module: Credit Control and Collections

18 sessions

Week	Weekly subject	What you will cover
1	Introduction and the Role of Credit Control.	View details Syllabus focus Importance of credit control/collections in an organisation Structure of the credit/collections function Learning objectives Understand why credit control is critical to cash flow and business success Identify where credit control fits within an organisation
2	British Values	View details Syllabus focus Respectful communication and professional conduct Equality, tolerance and inclusion in the workplace Learning objectives Demonstrate respectful behaviour when dealing with customers and colleagues Recognise how workplace values support fair and consistent decision making
3	Policies, Procedures and Products/Services.	View details Syllabus focus Organisational policies and procedures Product/services support explanation Learning objectives Understand internal credit policies and procedures Explain how products/services influence credit decisions
4	Ethical Principles	View details Syllabus focus Ethical behaviour and integrity in credit and collections Conflicts of interest and professional judgement Learning objectives Recognise ethical risks and respond appropriately Apply fairness and consistency when making credit and collections decisions
5	Personal Work Objectives and Performance.	View details Syllabus focus Personal work objectives Learning objectives Set clear, measurable credit control objectives Understand how performance is monitored
6	Personal Wellbeing	View details Syllabus focus Wellbeing, resilience and managing pressure Healthy working habits and recognising stress triggers Learning objectives Identify practical ways to maintain wellbeing in a demanding role Recognise when to seek support and use workplace resources
7	Risks in Credit Control and Collections.	View details Syllabus focus Risks related to credit control/collections work Learning objectives Identify financial, operational, reputational, and compliance risks Recognise risk triggers in customer accounts
8	Safeguarding	View details Syllabus focus Safeguarding awareness and reporting routes Professional boundaries and recognising concerns Learning objectives Recognise safeguarding concerns and understand escalation routes Maintain appropriate professional boundaries and confidentiality
9	Minimising and Managing Risk.	View details Syllabus focus Minimising risks Learning objectives Understand controls used to reduce credit risk Apply proactive credit control techniques
10	Fraud and Money Laundering	View details Syllabus focus Types of fraud that impact credit and collections Money laundering indicators and reporting responsibilities Learning objectives Recognise red flags that may indicate fraud or financial crime Understand the importance of reporting concerns promptly
11	Working in a Compliant Way.	View details Syllabus focus Legal, regulatory and organisational compliance Learning objectives Understand importance of compliance in credit and collections Recognise consequences of non-compliance
12	Information Security Training	View details Syllabus focus Information security principles and secure handling of data Passwords, access control and secure working practices Learning objectives Apply secure practices when using systems and handling customer information Recognise common security risks and how to reduce them
13	Errors, Escalation, and Raising Concerns.	View details Syllabus focus Consequences of not following procedures Raising concerns if errors are made Learning objectives Know how to respond to errors Understand escalation and whistleblowing procedures
14	GDPR (General Data Protection Regulation)	View details Syllabus focus Lawful, fair and secure handling of personal data Data minimisation, retention and subject rights (overview) Learning objectives Recognise how GDPR impacts credit control and collections work Apply safe and appropriate data handling in everyday tasks
15	Excellent Service Delivery.	View details Syllabus focus Organisational standards and values Knowledge, skills and behaviours for excellent service Learning objectives Balance collections activity with customer service Demonstrate professional behaviours in credit control
16	Customer Service Fundamentals	View details Syllabus focus Customer expectations and service standards Managing tone, empathy and professionalism in collections Learning objectives Understand what “good service” looks like in credit control Use service behaviours that support positive customer outcomes
17	Reflective Practice and Assessment Preparation.	View details Syllabus focus Evidence of effective credit control Reflection and performance evaluation Learning objectives Use reflective practice to improve performance Prepare assessment evidence confidently
18	Customer Service Skills	View details Syllabus focus Customer service techniques for challenging situations Maintaining rapport while progressing payment outcomes Learning objectives Apply customer service techniques to support constructive outcomes Maintain professionalism while being clear and firm when required

Module: Business Communications and Personal Skills

13 sessions

Week	Weekly subject	What you will cover
19	Introduction to Business Communication in Credit and Collections.	View details Syllabus focus Purpose and importance of communication in credit management Types of communication (verbal, written, non-verbal) Internal vs external communication Barriers to effective communication Learning objectives Explain why effective communication is critical in credit and collections Identify different communication methods used in the workplace Recognise common communication barriers and how to reduce them
20	Customer Communication Essentials	View details Syllabus focus Customer expectations and clear messaging Choosing the right channel and tone Learning objectives Use clear and professional language in customer communications Adapt tone and approach to suit different customer situations
21	Verbal Communication and Professional Telephone Skills.	View details Syllabus focus Principles of effective verbal communication Telephone techniques in credit control and collections Tone, clarity, questioning, and listening skills Managing difficult conversations Learning objectives Demonstrate effective verbal communication techniques Use professional telephone etiquette in credit situations Apply active listening and questioning skills
22	Cultural Sensitivity in Customer Service	View details Syllabus focus Cultural awareness and inclusive communication Avoiding assumptions and adapting communication styles Learning objectives Communicate respectfully with customers from diverse backgrounds Recognise how cultural differences may affect communication and expectations
23	Written Communication in Credit and Collections.	View details Syllabus focus Written communication methods (emails, letters, notes) Structure and tone of professional messages Clarity, accuracy, and purpose Common writing errors Learning objectives Identify key features of effective written communication Use appropriate tone and structure for credit correspondence Improve clarity and professionalism in written messages
24	Providing Exceptional Customer Service	View details Syllabus focus Service standards and consistent customer experience Managing expectations and communicating next steps Learning objectives Identify behaviours that support excellent service in credit control Use clear and supportive communication to maintain customer confidence
25	Customer Service and Relationship Management.	View details Syllabus focus Importance of customer service in credit management Managing relationships while controlling credit Handling complaints and objections Professional behaviour and empathy Learning objectives Explain the role of customer service in credit control Balance firmness with professionalism Respond effectively to complaints and objections
26	Working with Upset Customers	View details Syllabus focus De-escalation techniques and staying calm under pressure Managing objections while progressing outcomes Learning objectives Use techniques to handle difficult conversations professionally Maintain control of the discussion while showing empathy and clarity
27	Personal Effectiveness and Time Management.	View details Syllabus focus Personal organisation and workload management Time management techniques Prioritisation in credit and collections Dealing with pressure and deadlines Learning objectives Identify effective time management techniques Prioritise tasks in a credit control environment Improve personal effectiveness at work
28	Time Management Essentials	View details Syllabus focus Planning techniques and prioritisation tools Managing interruptions and maintaining focus Learning objectives Use simple tools to plan and manage workload effectively Apply approaches to reduce delays and improve consistency
29	Professionalism, Ethics and Behaviour in the Workplace.	View details Syllabus focus Professional standards in credit and collections Ethical behaviour and responsibility Equality, diversity, and respect Company policies and codes of conduct Learning objectives Describe professional and ethical behaviour in credit roles Recognise ethical dilemmas in collections Understand the importance of respectful workplace behaviour
30	Diversity Basics: Foundations	View details Syllabus focus Equality, diversity and inclusion principles Respectful workplace behaviours and inclusive communication Learning objectives Recognise how inclusive behaviour improves teamwork and service Apply respectful communication and challenge bias appropriately
31	Review, Assessment Preparation and Skills Consolidation.	View details Syllabus focus Review of key topics Applying communication and personal skills Assessment guidance and exam technique Reflective learning Learning objectives Consolidate learning across the module Apply communication skills to workplace scenarios Prepare confidently for assessment

Progression opportunities

The Credit Controller and Collector Apprenticeship provides an excellent foundation for long-term growth within the finance profession.

Progress further in credit management
Many learners go on to a Level 3 Advanced Credit Controller and Debt Collection Specialist Apprenticeship or continue with CICM Level 3 professional qualifications.

Build towards senior roles
With experience, opportunities open up in senior credit positions, accounts receivable, and wider areas such as risk management.

Why choose Premier Training?

Premier Training has extensive experience supporting learners to build successful finance careers through structured training and consistent support.

You will receive high-quality teaching, regular contact with your dedicated coach, and flexible learning resources designed to support progress alongside full-time employment.

We work closely with employers to ensure training is practical, relevant and directly aligned to workplace needs, helping learners take on greater responsibility with confidence.

What learners value most

✔ Clear structure and expectations

✔ Regular 1:1 coaching and feedback

✔ Practical learning linked to real work

✔ Support that adapts as confidence grows

Contact us

We are here to support both learners and employers through the Credit Controller and Collector Apprenticeship (Level 2) application process and beyond.

Call: 01469 515444
Email: info@premiertraining.co.uk
Live chat: Available on our website
WhatsApp: 07543 439702

Start earning. Start learning. Start your future in credit management.

Register interest