Customer Training Specialist

Once For All; Basingstoke; On-site; GBP 60,000 - 80,000; Full time

Job summary

A cloud-based SaaS company is looking for a Customer Education and Enablement Specialist to develop and manage knowledge bases for UK customers. The role involves delivering training sessions, auditing training materials, and creating instructional content. Desired qualifications include customer-facing experience, exceptional writing skills, and proficiency with LMS platforms. Ideal for someone who thrives in a fast-paced environment and is dedicated to enhancing customer success and product adoption.

Benefits

Wellness fund

Pension

Life Assurance x 3

25 days holiday plus 8 Bank Holidays

Ongoing professional development

Holiday purchase scheme

Employee Assistance Programme

Team and company events

Specsavers eye care voucher

Free Tea, Coffee and fruit weekly

Qualifications

• Strong relationship-building skills are essential.
• Must be a quick learner with strong attention to detail.
• Experience in Creating learning materials is important.

Responsibilities

• Develop and manage knowledge bases for UK customers.
• Deliver training sessions and facilitate product webinars.
• Audit training materials and create instructional content.

Skills

Customer-facing experience

Exceptional writing and editing ability

Ability to simplify complex concepts

Experience in Instructional Design

Proficiency with LMS platforms

Excellent organisational skills

Job description

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 an 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
• 24/7 and 365 Days Employee Assistance Programme
• Team and company offsite events
• Specsavers eye care voucher
• Free Tea, Coffee and fruit every week – Basingstoke office