Field Service Engineer

Together Trust; Worcester; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading education-focused company in the UK is seeking a professional to design and manage a customer education program. This role involves developing self-service knowledge bases, analyzing feedback, and delivering training sessions to improve product adoption. The ideal candidate will have a strong background in content management and excellent communication skills to effectively engage with diverse customer groups. Join a company dedicated to enhancing customer experience through innovative educational resources.

Qualifications

• Proven experience in designing scalable customer education programs.
• Strong background in content management and knowledge bases.
• Excellent communication skills for delivering training sessions.

Responsibilities

• Develop and manage self-service knowledge bases for UK customers.
• Audit and convert training materials into knowledge base articles.
• Deliver 1:many training sessions and facilitate product adoption webinars.

Skills

Customer education design

Content management

Collaboration

Training delivery

Data analysis

Job description

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.

• 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.

Company Description: We’re the nation’s favourite heating brand, here to warm up people’s homes, lives, and futures. From boilers, hybrids and heat pumps to solar thermal and smart controls, we’re giving our customers plenty of choice. With cutting‑edge tech and research, we help our customers manage their supply‑chain governance, risk management and compliance across public and private sectors.