Specialist - Clinical Study Management

Together Trust; Bradford; On-site; GBP 40,000 - 50,000; Full time

Job summary

A leading customer education firm in Bradford is seeking a Customer Education Specialist to design and deliver a high-quality education program. You will develop knowledge bases, conduct training sessions, and collaborate across teams to enhance customer adoption and success. Candidates should possess strong writing skills, customer-facing experience, and the ability to simplify complex concepts. This position offers a robust benefits package, including a wellness fund and professional development opportunities.

Benefits

Wellness fund or Private Medical Insurance

Pension

Life Assurance

325 days holiday plus 8 Bank Holidays

Ongoing continual professional development

Holiday purchase Scheme up to 5 days

1 paid and 1 unpaid volunteering day

24/7 Employee Assistance Programme

Team and company offsite events

Specsavers eye care voucher

Free Tea, Coffee and fruit weekly

Qualifications

• Strong relationship‑building skills.
• Ability to write and edit without full reliance on AI.
• Experience in B2B SaaS preferred.

Responsibilities

• Develop and manage knowledge bases for UK customers.
• Audit existing training materials and convert them to articles.
• Deliver training sessions and facilitate product adoption webinars.

Skills

Customer‑facing experience

Exceptional writing and editing ability

Ability to simplify complex concepts

Quick learner

Attention to detail

Experience in Instructional Design

Proficiency with LMS platforms

Understanding of adult learning principles

Excellent organisational skills

Confidence in delivering training

Self‑starter

Familiarity with AI‑assisted tools

Proactive problem identification

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.

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.

Qualifications

• 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.

Benefits

• Wellness fund or Private Medical Insurance (dependent upon role)
• Pension
• Life Assurance
• x 325 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