Customer Sales & Upsell Executive
Working Hours: Monday to Friday, 8:30am–5:30pm
Location: Bexley – 100% Office Based
Salary: £28,000 Base + Uncapped Commission
Company Overview
CST Training is an ambitious and rapidly growing private training company. We are a leading provider of professional development and vocational training across a wide variety of industries, including Construction, Project Management, and Leadership & Management.
Our portfolio includes qualifications and courses such as NVQs, CITB, SSSTS, SMSTS, PRINCE2, ILM and CMI, alongside a growing range of additional training products and supporting materials.
Our mission is to empower individuals and organisations with the knowledge and skills they need to succeed. As CST Training continues to grow, we are focused on making sure every customer receives the right combination of training, qualifications and supporting products for their needs.
We are now looking for a commercially driven Customer Sales & Upsell Executive to join our team and maximise opportunities from customers who have already chosen to purchase from CST Training.
The Role
This is a sales-focused, post-booking role working with customers immediately after they purchase a course or qualification with CST Training.
Every day, customers book courses directly through our website and other sales channels. Your role begins once that initial purchase has been made.
You will proactively contact newly booked customers, welcome them to CST Training, confirm their requirements and identify whether there are any additional products, courses or services that would benefit them.
For example, a customer who purchases an SSSTS course online could be contacted shortly after their booking to discuss whether they would also like to purchase relevant revision materials.
A customer booking one qualification may also require another related course, additional training for colleagues or another product that complements their original purchase.
Your objective is to maximise the value of every new booking while ensuring the additional products being recommended genuinely benefit the customer.
This is not simply an order-confirmation or customer service role. You will have clear commercial targets and will be expected to consistently generate additional revenue from existing bookings.
Key Responsibilities
- Proactively contact customers following new online and direct bookings.
- Review each customer's original purchase before making contact.
- Identify relevant upsell and cross-sell opportunities based on the product purchased.
- Recommend additional courses, qualifications, revision materials and supporting products.
- Convert post-booking conversations into additional sales.
- Contact new customers quickly while their original purchase is still fresh.
- Explain the benefits and value of relevant additional products.
- Identify opportunities where customers may require further training.
- Ask appropriate questions to understand the customer's wider training requirements.
- Identify whether customers are purchasing solely for themselves or whether there may be wider training requirements within their organisation.
- Identify opportunities for group bookings and additional delegates.
- Make a high volume of proactive outbound calls each day.
- Follow up customers who express interest in additional products.
- Confidently handle objections and close sales.
- Maintain accurate records of customer conversations and opportunities within HubSpot.
- Ensure follow-up activities are scheduled and completed.
- Consistently work towards individual sales, conversion and revenue targets.
- Develop excellent knowledge of CST Training's entire product portfolio.
- Understand which products naturally complement one another and identify the most appropriate upsell opportunities.
- Work closely with the wider sales and customer service teams to ensure customers receive a seamless experience.
Examples of Upsell Opportunities
The role requires someone who can look beyond the initial transaction and identify the customer's wider requirements.
Examples could include:
Course + Supporting Products
A customer books an SSSTS course → offer relevant revision or preparation materials.
Individual + Additional Delegates
A customer books themselves onto a course → establish whether colleagues or other members of their team also require the qualification.
Course + Related Course
A customer purchases one training course → identify another relevant course that complements their original booking.
Individual + Business Opportunity
A customer books online using a company email address → establish whether their employer has wider training requirements.
Qualification + Additional Training
A customer purchases a qualification → identify additional training that could support their role or professional development.
The aim is not to sell customers products they don't need. The aim is to understand the customer better and ensure we don't miss opportunities to provide products or training that would genuinely be valuable to them.
What Success Looks Like
This role will have a clear and measurable impact on the commercial performance of CST Training.
Success will be measured through areas such as:
- Additional revenue generated from existing bookings.
- Average order value.
- Upsell conversion rate.
- Number of additional products sold.
- Additional delegates generated from existing bookings.
- Speed of contact following an online purchase.
- Follow-up completion.
- Quality and accuracy of CRM records.
- Customer experience and satisfaction.
The strongest performers will consistently turn a single customer transaction into a broader commercial relationship.
Requirements
- Proven experience in a sales, telesales, upselling or cross-selling role.
- Strong telephone sales and closing ability.
- Comfortable making a high volume of outbound calls.
- Naturally able to identify additional sales opportunities during conversations.
- Confident asking questions to uncover wider customer requirements.
- Experience working towards individual sales and revenue targets.
- Strong objection-handling skills.
- Excellent communication and relationship-building skills.
- Commercially minded and motivated by generating additional revenue.
- Able to sell in a consultative manner without creating a negative customer experience.
- Strong organisational and time-management skills.
- Excellent follow-up discipline.
- Comfortable using CRM systems and sales tools.
- Working knowledge of HubSpot is desirable.
- Previous experience within education, training, construction or professional development is desirable but not essential.
- Willingness to develop detailed knowledge of CST Training's products and how they complement one another.
- Positive, resilient and target-driven attitude.
- Must be able to commute to our Bexley office, as this is a 100% office-based position.
Working Pattern
Working days: Monday to Friday
Working hours: 8:30am–5:30pm
Location: Bexley
Working arrangement: 100% office based
Salary & Benefits
- £28,000 base salary.
- Uncapped commission structure.
- Daily bonus scheme.
- Opportunities for professional growth and development.
- Supportive and collaborative team environment.
- Great office culture.
- Additional leave.
- Pension scheme.
- Cycle to Work Scheme.
- Nursery Scheme.
Why This Role Matters
Thousands of customers come to CST Training already knowing that they need a particular course or qualification. When they make that initial purchase, they have already made the decision to trust CST Training with their training.
That creates an important opportunity.
Rather than treating an online booking as the end of the sale, this role treats it as the beginning of the customer relationship.
By speaking to customers immediately after their purchase, understanding their wider requirements and recommending relevant additional products, you will help customers get more from their training while increasing the value of every booking CST Training receives.
If you're a commercially driven salesperson who is excellent at spotting opportunities, building rapport quickly and turning conversations into additional sales, we'd love to hear from you.
Pay: From £28,000.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- On-site parking
- Referral programme
Work Location: In person
