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Credit controller

  • Hours

    30-40 per week

  • Starting salary

    £13,000 + per year

If you are a good communicator with a tactful manner, and would like to work in finance, this job could suit you.

As a credit controller or debt collection agent, you would be responsible for recovering unpaid money from businesses or individuals.

In this job you would need to keep calm under pressure. You would need to be assertive. You would also need good number skills, and the ability to explain financial matters clearly.

There aren't any specific entry requirements to get into this job, but employers may ask for some GCSE passes. Confidence with maths is important. You may have an advantage if you have experience in office work, customer service or accounts.



The work

You could work for a third party collection agency or debt purchasing company employed to collect debts from businesses (known as commercial collection) or individuals (consumer collection). Alternatively, you could be a credit controller in a company's finance or credit department, chasing late payments from suppliers and customers.

Your work might include:

  • contacting individuals or business customers when payment is overdue
  • asking them to settle their account and explaining the terms of their credit
  • using specialist computer databases to check credit records
  • re-negotiating repayment plans if people are in financial difficulties
  • setting up and maintaining customer files
  • processing payments
  • visiting debtors to collect payments (known as 'field collection')
  • tracing missing debtors
  • starting legal proceedings if debts are not paid within an agreed time
  • arranging for goods to be repossessed to cover the outstanding debt
  • liaising with solicitors, bailiffs and debt counsellors where necessary.

Hours

You might work standard office hours Monday to Friday, or shifts including evenings and weekends. Part-time work is often available.

In many jobs you would be based in an office or a call centre, although as a field collector you would usually work from home and travel to visit clients at their home or business.


Income

Salaries can be between £13,000 and £22,000 a year. Team leaders and managers can earn up to around £30,000 a year.

Bonuses and commission may be available, and some employers may offer a car and fuel allowance.

Figures are intended as a guideline only.


Entry requirements

Employers will expect you to have a good standard of general education and confidence with maths. You will find it useful to have computer skills and experience of office and customer service work.

Some employers may prefer you to have some GCSEs (A-C) including maths, and you may have an advantage with qualifications in book-keeping or accounts (see related profiles for details).

You should check with individual employers about the qualifications and experience you need for each job.


Training and development

You will do most of your training on the job. Your training may cover telephone techniques, credit law, court orders and insolvency procedures.

Your training may include taking qualifications from the Credit Services Association (CSA) or the Institute of Credit Management (ICM). If you want to progress to credit manager, holding CSA or ICM qualifications may improve your promotion prospects. Qualifications include:

  • CSA/City & Guilds Diploma for the Debt Collecting Industry
  • ICM Level 2 Diploma in Credit Management – an introductory course
  • ICM Level 3 Diploma in Credit Management – a more advanced course
  • ICM Level 5 Diploma in Credit Management – Foundation Degree standard.

You can study for CSA or ICM courses part-time or by distance learning. See websites for more details.

You should keep your skills and knowledge of credit law up to date throughout your career. The ICM and CSA both offer a range of short courses and workshops to help your professional development.


Skills and knowledge

To be a credit controller you should have:

  • good spoken and written communication skills
  • an assertive but tactful manner
  • calmness under pressure
  • an organised and methodical approach
  • the ability to work to strict deadlines
  • good negotiation skills
  • the ability to explain financial matters firmly and clearly
  • good mathematical skills
  • administrative and computer skills.

You would also need a driving licence for field collection work.


More information

Institute of Credit Management (Opens new window)
The Water Mill
Station Road
South Luffenham
Leicestershire
LE15 8NB
Tel: 01780 722900
www.icm.org.uk

Credit Services Association (Opens new window)
Wingrove House
Ponteland Road
Newcastle upon Tyne
NE5 3DP
Tel: 0191 286 5656
www.csa-uk.com


Opportunities

You could work as a credit controller for all kinds of business, or you could work as a debt collector for a collection agency. Alternatively, you could be self-employed as a freelance field collection agent.

With experience, you could be promoted to credit manager. Alternatively, you could start your own collection agency – see the Credit Services Association website for advice about how to set up an agency.

Jobs may be advertised in the local press, in Jobcentre Plus and by recruitment agencies. You may also find the following useful for job vacancies and general reading (links open in new window):

Job profiles are based on the latest information supplied to us by industry bodies, such as Sector Skills Councils. Please be aware that with the introduction of the Qualifications and Credit Framework (Opens in a new window) there has been, and will continue to be, changes to vocational qualifications. For more information, please check with industry bodies directly.

We do not accept responsibility for the content of external sites.


Related industry information

Industry summary

The financial services industry is represented by the Financial Skills Partnership (FSP) which includes the following activities:

  • Banking – for individuals and businesses to manage their money, access loans, buy property, exchange currencies and many other activities. It is organised into three core categories: Retail; Corporate; and Wholesale banking.
  • Investments – managing and growing the wealth of individuals and organisations
  • Insurance – covers a huge variety of risks, from cars and houses to ships, planes and satellites.
  • Financial Advice – about working with people to plan their financial goals, based on their current situation and looking at the best ways they can achieve their financial objectives, such as helping someone to choose a mortgage, invest their savings or plan for their retirement.

Almost 1.2 million staff in 34,000 workplaces constitute the UK’s financial services sector, from online car insurers to retail banking giants, and from self‐employed independent financial advisers (IFAs) to global investment banks. Operating under a regulatory framework unique to the UK, the sector facilitates the allocation of capital, promotes confidence and continuity in life and business by managing risk and maintains the transaction systems that the rest of the economy relies on to conduct its business.

Key facts:

  • 47% of firms employ 250 people.
  • Employment is dominated by a handful of large employers, most notably the high street retail banks, e.g. Barclays, HSBC.
  • 29 % of the financial services workforce is employed in administrative or secretarial roles.
  • About a quarter of the workforce is in associate professional and technical roles.
  • Managerial roles, including owners in private companies and the self‐employed, account for 37% of the workforce.
  • Employment growth in UK financial services has been weak when compared with other countries, notably the US
  • Recently, there have been notable declines in employment numbers because of the recession
  • Staff turnover has declined, as fewer vacancies and concerns about the recession may be deterring people from changing jobs

Jobs in the industry range from:

  • Insurance – underwriting, broking, customer services, sales, risk management, compliance, training, actuarial and administrative roles
  • Investments – asset management (sometimes called fund management), product development, product management, investment analysis, relationship management
  • Banking – retail banking (customer services, customer advice, financial advice, foreign exchange and branch management); corporate banking (corporate advice, relationship management, small business management and corporate management); and wholesale banking (mergers and acquisitions, research, sales and trading, and corporate finance)
  • Financial advice – mortgage adviser, independent financial adviser, compliance practitioner, pensions adviser

National and regional data

East Midlands – retail banking dominates financial services employment in the East Midlands. Women make up 53% of the workforce and 51% of workers are aged 35‐59. Full‐time employees account for 73% of the workforce and the average salary is £29,383.

East of England – insurance and insurance broking make up the most important parts of the financial service economy in this region, with Norwich a main centre. The region employs 12% of the country’s financial services workforce, with the majority, 88%, full‐time. Men make up 56% of employees, with 57% of workers aged 35‐59. Average earnings are £34,433.

London – this is the major centre of the UK’s financial services industry, centering on the City and Canary Wharf. Wholesale banking and insurance, investments and exchange markets are all well represented here. Almost of quarter of the workforce; 24% is based in London. Men make up 66% of the workforce and most jobs are full‐time, 94%. The majority of employees; 49% are aged 20‐34 and the average salary is £86,779 although this is heavily skewed by the number of high‐earning posts in the City. For most, the average is much lower.

North East – insurance broking and banking are the most important financial services in the region, with Newcastle the main centre of activity. Around 3% of the UK workforce is based in the region. Women form 66% of the workforce and 63% of workers are full‐time. Employees aged 34‐59 make up the largest share of the workforce at 52%, and the average salary is £27,219.

North West – Manchester is the biggest centre in the region but Chester, Macclesfield and Stockport are important clusters. Banking and general insurance form the bulk of businesses. The region employs 9% of the UK’s financial services workforce, with women making up 56% of employees, and most jobs are full‐time, 80%. Workers aged 34‐59 form the largest section of the workforce at 57%. The average salary in the region is £28,416.

South East – the region is second only to London in size, taking up 15% of the workforce. The gender split between men and women is fairly even at 54% and 46%, respectively, and 60% of all employees are aged 34‐59. Most people are employed full‐time, 84% and the average earnings are £37,298.

South West – The main centres for financial services in this region are Bristol, Bournemouth, Gloucester and Swindon. The sector here makes up 7% of the UK’s sector total. Women form 59% of the workforce and the majority of jobs are full‐time, 75%. People aged 34‐59 form the largest share of the workforce. Average salary for the sector is £34,910.

West Midlands – the region employs around 6% of the UK’s workforce, with the majority centred on Birmingham. Banking, general insurance and credit are the most important sub‐sectors here. Men make up 52% of employees, with 72% of jobs overall being full‐time. Workers aged 34‐59 are in the majority at 52%. The average salary is £29,014.

Yorkshire and the Humber – the emphasis across the region is on retail banking and makes up 7% of the country’s workforce. There are slightly more women than men working in the sector at 51%, and 81% of jobs are full‐time. Once again, the 34‐59 age range is most common among employees, accounting for 51%. Average earnings are £27,481.

Scotland – financial services in Scotland range from retail banking to pensions and car insurance, with centres of activity in and around Edinburgh, Glasgow and Dunfermline. Over 2,100 companies are directly involved in the industry, providing 7% of the UK’s financial services workforce. The most common age range of employees is 34‐59, and most people work full‐time, 81%. The average salary for the sector as a whole is £35,016.


Career paths


Further sources


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