Customer Training Specialist

Once For All Limited; Basingstoke; On-site; GBP 40,000 - 55,000; Full time

Job summary

A high-growth SaaS company in Basingstoke is seeking a Customer Education and Enablement professional. This role focuses on designing and delivering a scalable customer education program that drives product adoption. Key responsibilities include developing knowledge bases, facilitating training sessions, and creating instructional content. The ideal candidate should possess strong relationship-building skills, exceptional writing abilities, and experience in instructional design or enablement content creation.

Benefits

Wellness fund or Private Medical Insurance

Pension

Life Assurance x 3

25 days holiday plus 8 Bank Holidays

Ongoing professional development

Holiday purchase Scheme

Paid and unpaid volunteering days

Team and company events

Specsavers eye care voucher

Free Tea, Coffee, and fruit

Qualifications

• Strong relationship-building skills.
• Ability to simplify complex concepts.
• Exceptional attention to detail and adaptability.

Responsibilities

• Develop and manage self-service knowledge bases.
• Audit and update existing training materials.
• Deliver training sessions and webinars.

Skills

Customer-facing experience

Writing and editing ability

Instructional Design

Proficiency with LMS platforms

Project management skills

Job description

About Once For All

Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 250k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.

Role Summary

This is a new role at Once For All, focused on Customer Education and Enablement. As our product portfolio continues to grow, we need someone who can design and deliver a scalable, high-quality customer education programme that drives adoption and success.

Key Responsibilities

• Develop and manage self-service knowledge bases for UK customers, working closely with Verifications, Marketing, Product, CX, and CS teams to support both Buyers and Suppliers.
• Ensure knowledge base content is easily accessible within the platform (e.g., Intercom etc.) and kept accurate and up to date.
• Audit existing training materials and convert them into knowledge base articles for all audiences.
• Collaborate with Customer Support, Verifications, Customer Success, and Buyer Success teams to validate content accuracy.
• Deliver 1:many training sessions with large volumes of customers.
• Facilitate product adoption webinars with different customer cohorts.
• Support new product and feature launches, updating historical knowledge and creating instructional content.
• Work closely with Product Owners, Product Marketing, and Internal Enablement to produce guides, articles, webinars, and best-practice resources.
• Partner with UX and Customer Experience teams to optimise in-app journeys for onboarding and adoption.
• Identify gaps in customer knowledge and create enablement content to address them.
• Gather customer feedback and analyse product usage data to inform content improvements.

Core Competencies & Skills

• Customer-facing experience with strong relationship-building skills.
• Exceptional writing and editing ability (without full reliance on AI).
• Ability to simplify complex technical concepts into clear, engaging content.
• Quick learner, adaptable to new technologies and processes.
• Strong attention to detail and ability to iterate based on feedback.
• Experience in Instructional Design, Learning Development, or Enablement Content Creation (B2B SaaS preferred).
• Proven ability to create learning materials; writing, editing, and localising.
• Proficiency with LMS platforms and authoring tools.
• Understanding of adult learning principles, microlearning, and blended learning strategies.
• Excellent organisational and project management skills to handle multiple priorities.
• Confidence in delivering recorded training with clear diction.
• Self-starter with initiative and ownership mindset.
• Familiarity with AI-assisted enablement tools.
• Ability to identify gaps and propose solutions proactively.
• Strong prioritisation skills in a fast-paced environment.

What we offer

As well as a career in a fast paced environment within a expanding business, we also offer the below benefits as standard:

• Wellness fund or Private Medical Insurance (dependent upon role)
• Pension
• Life Assurance x 3
• 25 days holiday plus 8 Bank Holidays
• Ongoing continual professional development (CPD)
• Holiday purchase Scheme up to 5 days
• 1 paid and 1 unpaid volunteering day
• Team and company offsite events
• Specsavers eye care voucher
• Free Tea, Coffee and fruit every week – Basingstoke office