UK

United Kingdom · Finance · Principal/Manager (12-16 years)

Collections Officer

Here is the whole job, in plain words. What it is, what you decide, how you're judged, how people get here and where they go next. Then the part no course gives you: twelve AI tutors who learn your work.

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Also at another level: the Senior Collections Officer job description.

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  • Experience bandPrincipal/Manager (12-16 years)
  • Direct reports10-25 reports
  • Reports toDirector of Recovery
  • UK framework levelUsually someone running a function, or a director

Also advertised as Head of Collections Operations · Debt Recovery Manager · Portfolio Recovery Lead · Credit & Collections Manager

Built on 43,079 real UK job descriptions we analysed · grounded in qualifications employers recognise

Two short quizzes about you

1From this job to a course

The qualifications matched to this job

CICM Level 5 Diploma in Credit and Collections Management Chartered Institute of Credit Management · Level 5 · covers 1 of 10 standards
CICM Level 3 Diploma in Money and Debt Advice Chartered Institute of Credit Management · Level 3 · covers 5 of 10 standards
CICM Level 2 Diploma in Money and Debt Advice Chartered Institute of Credit Management · Level 2 · covers 4 of 10 standards
iCQ Level 3 Certificate in Providing Financial Services iCan Qualifications Limited · Level 3 · covers 4 of 10 standards
CICM Level 3 Diploma in Credit and Collections Chartered Institute of Credit Management · Level 3 · covers 3 of 10 standards
Highfield Level 2 Certificate in Providing Financial Services (RQF) Highfield Qualifications · Level 2 · covers 3 of 10 standards

Matched from the standards this job is measured against: a suggestion, not an official ruling.

The units you would start with

Legal Proceedings and Insolvency CICM Level 5 Diploma in Credit and Collections Management
Debt Collection Operations Management Practice CICM Level 3 Diploma in Money and Debt Advice
Debt Repayment Monitoring Practice CICM Level 2 Diploma in Money and Debt Advice
Advanced Collections CICM Level 3 Diploma in Credit and Collections
Debt Collection Case Management Practice _pre legal_ Highfield Level 2 Certificate in Providing Financial Services (RQF)

The future skills this job leans on

AI Fluency working with AI as a thinking partner
Data Fluency turning numbers into a decision
AI Governance Fluency using AI responsibly
Automation Fluency building AI into how work runs
Trust Fluency keeping the digital world safe
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Your Plan Illustration

Built for Collections Officer

5 units that map to this job, from the qualifications that cover it.

  1. Legal Proceedings and Insolvency Chartered Institute of Credit Management · covers 1 of 10 standards Level 5
  2. Debt Collection Operations Management Practice Chartered Institute of Credit Management · covers 5 of 10 standards Level 3
  3. Debt Repayment Monitoring Practice Chartered Institute of Credit Management · covers 4 of 10 standards Level 2
  4. Advanced Collections Chartered Institute of Credit Management · covers 3 of 10 standards Level 3
  5. Debt Collection Case Management Practice _pre legal_ Highfield Qualifications · covers 3 of 10 standards Level 2
These are the real units behind this job, in the order they rank for it. Nothing here is marked done, because this plan has not been started by anyone yet. Yours would fill in as you go.

2AI and this work

Will AI change your work as a Collections Officer?

Nobody can say exactly how. Here is what this job is being asked for next, and where to start.

The new skills this role is being asked for

  • Ethical AI Governance & Bias Detection
  • Digital Customer Engagement & Self-Service Design
Why each one is rising

The future skills this job leans on

We'll only ever tell you what we can actually back up. No hype, no scare tactics.

What happens when you start

Next, a free account. We build your Collections Officer plan as you set up, starting with a Future Fluency module on using AI in your job. No card.

Your first Future Fluency module is free. After that, your AI tutor is £70 a month.

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3What this role really is

A Collections Officer manages the team that recovers overdue payments and keeps customer accounts on track.

4What you'd actually use

The tools this job runs on, and how well you'd need to know each one.

FICO Debt Manager / Latitude by Genesys (Strategic) Strategic

Leading vendor selection for new platforms, overseeing system integration with core banking/ERP, defining data governance policies within the platform, and optimising overall workflow configurations.

Five9 / Genesys Cloud CX (Strategic) Strategic

Setting enterprise-wide contact strategy (omnichannel approach), negotiating contracts with telecom and platform vendors, ensuring system-level compliance with regulations like TCPA, and evaluating dialer campaign performance.

LexisNexis Accurint / TransUnion TLOxp (Strategic) Strategic

Managing relationships and budgets with data providers, evaluating the ROI of different data sources, and integrating data enrichment services into the core collections workflow to improve skip tracing effectiveness.

SAP S/4HANA / Oracle NetSuite (Architect) Architect

Working with IT and Finance to define data extraction and synchronisation rules between core systems and collections platforms, ensuring data integrity across the enterprise for accurate account histories and balances.

Tableau / Power BI (Strategic) Strategic

Defining key performance indicators (KPIs) for the entire collections function, presenting portfolio performance, forecasts, and strategic recommendations to executive leadership using advanced dashboards and reports.

5What you get to decide, and how that grows

Power in a job isn't your title. It's what you're allowed to decide. Here's how it grows as you move up.

The choiceComing in Where you are nowThe step above
Collections Strategy & Policy Executes predefined scripts and workflows for specific account segments. No independent policy decisions. Adapts standard collection approaches for routine problems. Proposes minor adjustments to scripts or workflows to their Team Lead. Designs and implements new collection strategies for specific workstreams (e.g., a new product type). Recommends policy changes to management based on portfolio performance.
Budget & Resource Allocation No budget authority. Reports resource needs to supervisor. Manages personal time and workload. May request specific tools or training, but no budget control. Manages project-level budgets up to £5K. Recommends resource allocation for their workstream. Consults on hiring decisions for junior roles.
Vendor & Technology Selection Uses existing tools as instructed. Reports system issues. Provides feedback on tool usability. May suggest minor improvements to existing system configurations. Evaluates new features within existing platforms. Recommends specific tool upgrades or minor vendor changes to management.
Team Management & Development Manages own performance and learning. Seeks guidance from supervisor. Provides informal guidance to new joiners. Manages own development plan. Mentors 0-2 junior team members. Conducts peer code reviews and provides constructive feedback. May assist with onboarding.

6How you'll be judged

The scoreboard, and what is not on it. The hard targets, how often each is actually looked at, and the quiet signals that never reach a dashboard.

Net Charge-Off Rate
The percentage of total outstanding debt that we have to write off as uncollectible, after all recovery efforts.
Target · Reduce overall rate by 50 basis points (0.5%) annually, or maintain below 2% of total receivables.

If our total receivables are £50M, and we charge off £1M, that's a 2% rate. Your job is to get that number down, say, to £750K, making it 1.5%.

Cost to Collect
The total cost of running the collections department (staff, tech, external agencies) as a percentage of the total amount of money we actually recover.
Target · Maintain cost as <3% of total dollars recovered.

If your department spends £300,000 in a quarter and recovers £10M, your cost to collect is 3%. You'll be looking for ways to get that percentage down without sacrificing recovery.

Portfolio Roll Rate (e.g., 60-90 DPD)
The percentage of accounts that 'roll' from one delinquency bucket (e.g., 60 days past due) into the next (90 days past due) each month.
Target · Reduce the 60-to-90 DPD roll rate by 10% quarter-over-quarter.

If 10% of your 60 DPD accounts usually roll to 90 DPD, you're aiming to get that down to 9% through better early intervention and strategy.

Recovery Vendor Performance
How well our external collection agencies perform against their contractual Service Level Agreements (SLAs) for recovery rates and compliance.
Target · Ensure external agencies meet 98% of SLA targets, both for recovery and compliance.

If an agency promises a 15% recovery rate on a specific portfolio, you'll track if they hit that, and also if they're adhering to all our compliance rules.

Team Engagement & Retention
How motivated and committed your team is, reflected in their willingness to go the extra mile and their decision to stay with us.
  • High scores on internal engagement surveys, low voluntary attrition rates (below 15% annually for your teams), proactive participation in training, and positive feedback from team leads about morale and collaboration.
Regulatory Compliance & Audit Performance
The absence of compliance breaches, customer complaints related to collection practices, and positive outcomes from internal and external audits.
  • Zero critical findings in internal or external compliance audits. A low volume of customer complaints related to collection practices. Consistent adherence to FCA guidelines and internal policies, as evidenced by call quality reviews and documentation accuracy.
Strategic Process Improvement
Your ability to identify inefficiencies, propose solutions, and successfully implement changes that improve the collections workflow or technology.
  • Successful implementation of new dialer strategies, improved skip-tracing processes, or new payment plan options. Documented improvements in team efficiency (e.g., reduced average handle time without sacrificing quality). Positive feedback from team leads and officers on process clarity and effectiveness.
Stakeholder Trust & Collaboration
How effectively you work with other departments, earning their trust and ensuring collections strategy aligns with broader business goals.
  • Proactive invitations to cross-functional planning meetings (e.g., with Credit Risk or Legal). Positive feedback from peers in other departments on your responsiveness and problem-solving approach. Successful resolution of inter-departmental issues without escalation.

7Would you like it

Both sides. What people enjoy, and what grinds them down.

What people enjoy
Building & Leading High-Performing Teams

You'll spend a good chunk of your day coaching your team leads, reviewing their performance, and strategising how to get the best out of their teams. You'll celebrate their wins and help them learn from their setbacks. Seeing your team succeed, both individually and collectively, will be a huge driver.

When your team hits a record recovery month, you're the first one to recognise their hard work and figure out how to replicate that success.

Strategic Impact & Problem Solving

You'll be constantly analysing portfolio performance, identifying trends, and designing new collection strategies to tackle emerging challenges. This means deep dives into data, working with Credit Risk, and presenting your recommendations to senior leadership. You'll love seeing your strategies directly improve the company's financial health.

You spot a worrying trend in a specific product's delinquency rate, develop a targeted collection campaign, and then see the roll rates improve significantly.

Driving Efficiency & Compliance

You'll be obsessed with optimising workflows, making sure your team has the best tools, and ensuring every action is compliant. This involves working closely with IT on system improvements, reviewing call scripts for regulatory adherence, and constantly looking for ways to do more with less, without cutting corners on compliance.

You implement a new dialer strategy that increases Right Party Contact rates by 15% while simultaneously reducing agent idle time, all within FCA guidelines.

What frustrates people
  • Battling outdated technology and slow system upgrades that hinder your team's productivity.
  • The constant pressure of monthly targets that don't always account for external factors like economic shifts or changes in portfolio quality.
  • Mediating conflicts or performance issues within your team, which can be emotionally draining.
  • Dealing with regulatory changes that require rapid, complex adjustments to your entire operation.
  • Getting budget approval for new tools or additional headcount, which often feels like pulling teeth.
  • Cleaning up messes from upstream departments (e.g., Credit Risk approving bad loans) that ultimately land in your lap.
What this role does not give you
  • A purely strategic role without any operational headaches – you'll be hands-on with both.
  • A 'set it and forget it' environment; the landscape changes constantly, and you'll need to adapt.
  • A role where you're not accountable for significant financial outcomes.
  • An escape from difficult conversations, whether with customers, team members, or senior leadership.

8Who you work with

This role directly impacts the company's liquidity, profitability (by reducing bad debt), and regulatory standing. Your decisions influence millions of pounds in recovered revenue and directly affect customer relationships. You're essentially a shield for the company's balance sheet against credit risk.

Inside the business
  • Director of Recovery & other Finance Leadership
  • Credit Risk Team
  • Legal & Compliance
  • Sales & Account Management
  • Customer Service
Outside the business
  • External Collection Agencies
  • Debt Purchasers
  • Regulatory Bodies (e.g., FCA)
  • Technology Vendors

9What you need before you start

Not a wish list. The things you would be expected to already have.

  • Proven experience (at least 5-8 years) leading and managing teams within a high-volume collections or debt recovery environment.
  • Demonstrable track record of successfully implementing collection strategies that significantly improved recovery rates and reduced charge-offs.
  • Deep, practical knowledge of UK financial services regulations relevant to debt collection (e.g., FCA CONC rules, GDPR).
  • Experience managing budgets (at least £250K+) and negotiating with external vendors or agencies.
  • Strong analytical skills, including the ability to interpret complex data, build forecasts, and present actionable insights to senior leadership.
  • A degree in Finance, Business, Economics, or a related field, or equivalent professional qualifications (e.g., CICM Diploma) combined with extensive experience.

10What to practise next

Where the job is going, and what to do about it starting this week.

Advanced Analytics & Data Storytelling

Simply presenting numbers isn't enough. You'll need to tell a compelling story with data, influencing senior leadership and cross-functional teams with clear, actionable insights. This means going beyond dashboards to deep-dive analysis and persuasive presentations.

Statistical Significance · Causal Inference · A/B Testing Design for Collections · Visualisation Best Practices

  • This quarter: Enrol in an advanced Power BI or Tableau course focused on storytelling and complex data models.
  • Next 6 months: Take ownership of one key quarterly business review presentation, focusing on deep analytical insights.
  • Month 7-9: Mentor a Team Lead on how to interpret advanced portfolio analytics and present them effectively.
  • Month 10-12: Develop a new suite of management reports that provide deeper, more actionable insights than current ones.

Quick win: When you present your next monthly report, challenge yourself to not just show the numbers, but explain the 'why' behind them and what you plan to do about it.

11Staying current once you are in

What people here do to keep up
  • Regularly attend industry conferences and webinars (e.g., Credit & Collections Technology Awards, Debt Collection Conference) to stay abreast of trends and network with peers.
  • Participate in leadership development programmes, focusing on coaching, change management, and strategic influence.
  • Engage with regulatory bodies or industry working groups to contribute to best practices and understand upcoming changes.
  • Commit to continuous learning on new technologies, especially AI and automation, and how they apply to financial services.

12The rising capability

The rising capability

Zavmo analysis

What's rising in its place

This is where the work is heading, and the higher pay with it. Get fluent here and the shift stops being a threat and starts being your edge.

Ethical AI Governance & Bias Detection

As we use more AI for things like automated contact prioritisation and predictive payment plans, there's a real risk of algorithmic bias leading to unfair treatment of certain customer segments. Regulators are already looking at this, and we need to be proactive.

  • Algorithmic Fairness
  • Explainable AI (XAI)
  • Data Privacy & Security in AI
  • AI Model Monitoring

Digital Customer Engagement & Self-Service Design

Customers increasingly expect to manage their finances digitally, even when in arrears. Our competitors are already offering advanced self-service portals for payment plans and communication. If we don't adapt, we'll lose contact and recovery opportunities.

  • Omnichannel Strategy
  • User Experience (UX) Design Principles
  • Personalisation at Scale
  • Chatbot & Virtual Assistant Integration

13What you’ll use

What you’ll use

Skills this role draws on

Technical

  • Negotiation & De-escalation (Advanced)
  • Portfolio Segmentation & Strategy (Expert)
  • Recovery Waterfall & Loss Forecasting (Expert)
  • PTP Management & Cure Rate Analysis (Advanced)
  • Skip Tracing Methodologies (Advanced)

14The pathway

The pathway

How you actually get there, here

How you become one varies far more by country than what one does. This is the UK route. Most people take one of these ways in; the right one depends on where you're starting from.

  1. 1

    Internal Promotion from Senior Collections Officer / Team Lead

    3-5 years as a Senior Collections Officer or Team Lead.

    Skills to master

    • Mastering team leadership, advanced portfolio analytics, process optimisation, and cross-functional influence. You'll need to demonstrate a strategic mindset beyond day-to-day operations.

    You're ready to move on when

    • Successfully managing a team of 8-12 Collections Officers for at least 2 years.
    • Consistently exceeding team recovery targets and improving key metrics like roll rates.
    • Leading significant process improvement initiatives that resulted in measurable gains.
    • Proactively identifying and mitigating compliance risks within your team's operations.
    • Strong feedback from senior leadership on your strategic input and problem-solving abilities.
  2. 2

    External Hire from another Financial Services Collections Manager role

    Direct entry with 3-5 years of prior Collections Manager experience.

    Skills to master

    • Demonstrable experience in managing large teams (10-25+), P&L ownership, vendor management, and strategic oversight of collections operations in a regulated environment.

    You're ready to move on when

    • Proven track record of success in a similar-sized or larger collections operation.
    • Experience with our specific product types or customer segments (e.g., consumer credit, commercial lending).
    • Strong network within the collections industry and knowledge of best practices.
    • Ability to quickly adapt to our company culture and integrate with existing teams.
    • Clear examples of driving significant improvements in recovery rates, cost-to-collect, or compliance.
  3. 3

    Transition from Credit Risk Management

    5-7 years in Credit Risk, with a strong focus on portfolio analytics and strategy.

    Skills to master

    • You'll need to build a deeper understanding of operational collections processes, people management, and regulatory compliance specific to debt recovery. Your analytical skills will be a huge asset, but you'll need to get hands-on with the 'how'.

    You're ready to move on when

    • Extensive experience in credit portfolio analysis, loss forecasting, and risk strategy.
    • Demonstrated interest in the operational aspects of collections and customer engagement.
    • Strong leadership potential, even if direct people management experience is limited.
    • A clear understanding of the interplay between credit risk decisions and collections outcomes.

15Where this role leads

The long view: This role can lead to senior positions such as Chief Credit Officer or Chief Operating Officer, or into consultancy advising other businesses on credit and collections.

16Pay and demand

ONS's coding index maps “Collections Officer” to more than one occupation, so there is no one median to quote. Rather than pick, here is each one it could be, with its own figure:

  • Debt, rent and other cash collectors £29,097 a year
  • Credit controllers £28,532 a year

ONS Annual Survey of Hours and Earnings, from the April 2025 survey, about six months old when published, as ASHE always is, under the Open Government Licence.

The ten Future Fluencies

Zavmo analysis

The credential is what you can do today. These are what keep you valuable.

A qualification proves you can do the job as it's defined today. These ten are what decide whether you're still the obvious person for it in five years. They're the capabilities employers are now writing into senior roles faster than people are learning them. Zavmo weaves them through whatever you study, so you come out with both: the credential and the fluency.

The highlighted ones are the Fluencies your role leans on hardest, from how Collections Officer is actually changing.

Where it leads

Roles this leads to

Also named as a next step, with no page in the catalogue yet:

  • Head of Credit Operations

How you would learn this

One to one, on the work you already do

A tutor sets the task against your own job and marks the reasoning, at your pace. There is no cohort to fall behind.

A lesson from Legal Proceedings and Insolvency, worked against Collections Officer.

Legal Proceedings and Insolvency Level 5

Applied to your work in Collections Officer

The objective of this unit is to provide learners with a comprehensive understanding of legal proceedings and insolvency in relation to debt collection. Learners will be able to prepare for debt recovery through the courts, navigate undefended and defended claims, enforce judgments, and manage the implications of insolvency.

How the thinking builds
  1. 1 Remember
  2. 2 Understand
  3. 3 Apply
  4. 4 Analyse
  5. 5 Evaluate
  6. 6 Create
An illustration of a Zavmo lesson, built from this role’s own route. The unit, its objective and every criterion above are the awarding body’s own words, not an example.

It is £70 a month, billed monthly. Your free first module is Future Fluency, and you can cancel any time.

Start my Collections Officer plan, free
See Your Progress Grow Illustration
Collections Officer
  • Negotiation & De-escalation (Advanced)
  • Portfolio Segmentation & Strategy (Expert)
  • Recovery Waterfall & Loss Forecasting (Expert)
  • PTP Management & Cure Rate Analysis (Advanced)
  • Skip Tracing Methodologies (Advanced)
This is your Mind Palace on learn.zavmo.ai. Every skill above comes from this role's own record, not an example borrowed from another job. A node lights up when you evidence it, and what you build stays yours between jobs. That is the part a course cannot do.

17The detail, folded away

Everything else the record holds

The career branches in full, how AI is already showing up in the day-to-day, and the questions people ask about this job. Here when you want them, out of the way while you decide.

Where it leads next, rung by rung

Where it leads

The career path, and where it branches

Collections Officer is a start, not a ceiling. Each step below asks for new skills and hands back more autonomy.

  1. Director of Recovery

    3-5 years in the Collections Officer Manager role.

    This is a significant step up, moving from managing a function to owning the entire collections and recovery business unit. You'll be responsible for the overall strategy and P&L for a much larger scope.

    • Macroeconomic Impact Analysis on Debt Portfolios
    • Multi-jurisdictional Regulatory Compliance
    • Advanced Vendor & Partner Ecosystem Management
    • Organisational Design & Change Leadership

  2. Head of Credit Operations

    3-5 years in the Collections Officer Manager role.

    This moves you into a broader operational leadership role, overseeing not just collections but potentially credit origination, underwriting operations, and fraud prevention.

    • Credit Underwriting Process Design
    • Fraud Detection & Prevention Strategies
    • Customer Onboarding & Servicing Operations
    • Regulatory Reporting & Governance (broader scope)
Working with AI on the job

Working with AI

Where AI is starting to help

As a Collections Officer Manager, your plate is always full. Imagine if you could offload some of the heavy lifting, allowing you to focus on strategy, team development, and those truly complex problems. Well, you can. AI isn't just for junior roles; it's a game-changer for managers too.

We're embedding AI tools across our Finance_roles department to make everyone's lives easier and more productive. For you, this means less time bogged down in manual tasks and more time leading, strategising, and driving real impact. These aren't 'nice-to-haves'; they're becoming essential for any modern collections leader.

Automated Portfolio Segmentation & Strategy Optimisation

AI analyses your entire debt portfolio daily, identifying emerging trends, predicting roll rates, and suggesting optimal segmentation strategies. It can even recommend tailored contact approaches for different customer groups, freeing you from manual data crunching and allowing you to focus on strategic oversight. This means smarter, faster decisions on where to deploy your team's efforts.

Predictive Performance Forecasting & Risk Alerts

Forget building complex forecast models in Excel. AI can accurately predict monthly recovery rates, identify potential shortfalls well in advance, and flag accounts or segments that are at higher risk of charge-off. You'll get real-time alerts on performance deviations, allowing you to proactively adjust strategies and intervene before problems escalate. It's like having a crystal ball for your portfolio.

AI-Powered Compliance Monitoring & Audit Prep

AI continuously monitors call recordings and agent notes for compliance breaches, flagging potential issues before they become major problems. It can also automatically generate audit-ready reports on collection activities, ensuring you're always prepared for regulatory scrutiny and reducing the stress of audit season. This means less time worrying about fines and more time focusing on recovery.

Automated Management Reporting & Insights Generation

Instead of spending hours compiling weekly and monthly reports for senior leadership, AI can automatically pull data, generate visualisations, and even draft initial summaries of key performance indicators. You'll spend less time on report generation and more time on interpreting the insights, adding your strategic narrative, and preparing for those tough questions from the Director of Recovery.

Common questions

Common questions

How do you become a Collections Officer?

Common routes in include Internal Promotion from Senior Collections Officer / Team Lead (3-5 years as a Senior Collections Officer or Team Lead.), External Hire from another Financial Services Collections Manager role (Direct entry with 3-5 years of prior Collections Manager experience.) and Transition from Credit Risk Management (5-7 years in Credit Risk, with a strong focus on portfolio analytics and strategy.). Times vary with prior experience.

Where can a Collections Officer progress to?

This role can lead on to Director of Recovery (3-5 years in the Collections Officer Manager role.) and Head of Credit Operations (3-5 years in the Collections Officer Manager role.), depending on the skills you build.

What new skills matter most for a Collections Officer?

Increasingly, Ethical AI Governance & Bias Detection and Digital Customer Engagement & Self-Service Design. These are the skills our record of this role lists as growing.

Free tools

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Three free tools, no account needed. Each one ends with a role, a level and a way in.

Read the Zavmo manifesto to understand how you will be taught Meet your tutors

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18Where to go from here

Other roles at Level 6

Same depth of qualification, different job. Useful if the work appeals but this particular role does not.
This job at other levels
More jobs in finance

Stay in the field you know and move sideways rather than up.
If you leave this industry

Skills in financial operations, risk management and people leadership carry across retail banking, challenger banks, fintech and specialist lending. The principles of managing credit and collections stay relevant even when the products change.

This role profile is © 2026 Growth Engineering Technologies Ltd. Built from UK occupational standards and regulated qualification data, and written for Zavmo.

You're not behind. You're right on time. The shift is only just beginning. Your role won't look the same in two years. Be the one who leads the change, not the one it happens to. Start my Collections Officer plan, free What happens next: a free account, then we build your plan as you set up. No card. Build your plan, see your roadmap and meet the twelve tutors matched to you. All free. When you're ready to start learning, it's £70 a month, billed monthly. Cancel any time and billing stops.