Department / Business Unit Baines Simmons /Operations
Reports To Operations Director
Direct Reports None
Grade / Band Graduate
Location UK Hybrid (Bracknell)
Employment Type Full-time
Budget Responsibility None
Purpose of the Role
TrustFlight’s Operations department delivers a high volume of aviation safety training, consultancy, and compliance services to clients globally. As the business scales, the administrative and coordination burden across scheduling, travel, contracting, and client communications has grown significantly.
This role exists to identify, design, and implement digital and AI-powered solutions that automate and streamline the operational workflows underpinning consultant scheduling, travel logistics, contractor management, and client-facing communications — including course joining instructions, certificates, course materials, and Microsoft Teams setup.
The AI & Digital Solutions Engineer will act as the bridge between operational need and technology capability, transforming manual, repetitive processes into scalable, intelligent workflows that free the wider team to focus on high-value delivery. Whilst Operations is the primary focus, the role will also extend AI and automation capability into Business Development and Product, supporting pipeline workflows, proposal generation, and product feedback processes as the function matures.
Scope & Decision-Making Authority
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Design, build, and deploy automation solutions for agreed operational workflows using AI and no-code/low-code tooling, within a structured support framework during the initial onboarding period.
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Select and recommend appropriate tools and platforms for workflow automation, within agreed budget parameters and subject to IT governance sign-off.
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Propose and pilot new digital solutions with line manager oversight, progressing toward greater autonomy as experience and confidence develop.
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Escalate to Operations Director for significant new vendor contracts, material changes to client-facing communications, or solutions that touch personal or sensitive data.
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Cross-functional coordination with Training Delivery, Consulting, Client Success, Business Development, and Product teams to gather requirements and implement agreed solutions.
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Scope covers Operations as the primary function, with cross-functional remit extending to Business Development and Product from day one.
Key Relationships
Internal
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Operations Director — regular check-in on priorities, solution sign-off, and strategic alignment.
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Operations Coordinators, Admins & Consultants — day-to-day requirements gathering, testing, and adoption support for new workflows.
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IT & Engineering — technical governance, data security review, and integration support where required.
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Senior Leadership Team — periodic reporting on operational efficiency gains and automation ROI.
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Business Development Team — automation of proposal generation, CRM workflows, and pipeline reporting.
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Product Team — digital tooling support for product feedback loops, release communications, and internal reporting.
External
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Training & Consultancy Clients — automated and semi-automated communications for joining instructions, certificates, course materials, and Teams invitations.
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Contractors & Freelance Consultants — digital onboarding, contracting, scheduling notifications, and engagement management.
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Software & Platform Vendors — procurement, configuration, and ongoing management of automation and scheduling tools.
Key Responsibilities
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Audit and map current operational workflows — including consultant scheduling, travel booking, contractor contracting, and client communications — to identify automation and AI opportunities.
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Design and build end-to-end digital workflows using AI tools, automation platforms, and scheduling systems to reduce manual effort across the Operations team.
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Implement intelligent scheduling solutions for consultant time allocation, ensuring visibility of availability, conflict resolution, and automated notifications to all parties.
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Automate the full client communication lifecycle for training and consultancy engagements, including generation and dispatch of joining instructions, course materials, Teams meeting invitations, and post-course certificates.
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Build and maintain a digital contractor management workflow covering sourcing triggers, contract generation, engagement tracking, and payment milestone coordination.
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Own the technology stack for Operations automation — evaluating tools, managing licences, and ensuring solutions remain fit for purpose as the business evolves.
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Champion adoption of new digital workflows across the Operations team, providing training, documentation, and ongoing support.
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Monitor solution performance, identify failure points, and continuously improve automations to increase reliability and coverage.
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Support the Business Development team with AI-assisted proposal workflows, CRM automation, and pipeline visibility tooling to accelerate the sales cycle.
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Collaborate with the Product team to design and implement digital solutions that streamline product feedback collection, internal reporting, and release communication processes.
Key Metrics for Success
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Within 90 days: Full audit of operational workflows completed and an automation roadmap agreed with the Operations Director.
Within 6 months: At least 3 core workflows automated (e.g. consultant scheduling notifications, client joining instructions, contractor contract generation), with measurable reduction in manual processing time of- 40%.
Within 12 months: End-to-end automation coverage across scheduling, travel coordination triggers, client communications, and contractor onboarding, delivering a quantified saving of- 60 hours/week for the Operations team.
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Client communication error rate (wrong materials, missed invites, late certificates) reduced to <1% of engagements.
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Stakeholder satisfaction score of 4+/5 from internal Operations team on quality and usability of implemented solutions.
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Deliver at least one agreed automation solution for each of Business Development and Product within the first 12 months.
AI & Digital Competency
TrustFlight is an AI-first organisation. Every role is expected to actively engage with AI tools and digital ways of working to drive efficiency, quality, and innovation.
AI Fluency Tier
Tier Profile Expectations Tier 3 — AI Builder ✓ Develops and integrates AI-powered solutions Builds, fine-tunes, or integrates AI/ML models and pipelines. Establishes evaluation frameworks for AI systems. Ensures responsible AI practices (fairness, transparency, data governance). Contributes to TrustFlight’s AI strategy.
Role-Specific AI & Digital Skills
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Design and deploy AI-assisted scheduling systems that intelligently match consultant availability to client demand, accounting for skills, location, and travel constraints.
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Use LLM-powered tools to auto-generate personalised client communications — joining instructions, Teams invites, course materials packs, and post-course certificates.
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Build AI-assisted contractor matching and contract generation workflows, reducing turnaround time from requirement to signed agreement.
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Apply AI tools for document classification and routing — ensuring the right materials reach the right clients at the right time.
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Leverage AI-powered analytics to surface operational bottlenecks and recommend process improvements proactively.
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AI Development & Growth
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Complete TrustFlight’s AI fluency onboarding programme within first 30 days.
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Share automation wins, prompt libraries, and AI use cases with the wider team on a quarterly basis.
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Actively participate in TrustFlight’s internal AI community of practice, contributing Operations-specific use cases and learnings.
Competencies & Behaviours
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Innovation — Proactively identifies and implements technology-driven improvements; comfortable experimenting with new tools and approaches.
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Delivery Focus — Takes ownership of solutions end-to-end; balances speed of iteration with stability and reliability of outputs.
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Collaboration — Builds trust with non-technical stakeholders; listens carefully to operational needs before designing solutions.
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Customer Centricity — Keeps the client experience and consultant wellbeing central to every workflow decision.
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Analytical Thinking — Breaks down complex, multi-step processes into logical components; uses data to prioritise and validate improvements.
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Adaptability — Thrives in a fast-moving environment; adjusts priorities readily as operational needs evolve.
Working Arrangements
Working Hours 37.5 hours per week, core hours 09:00–17:00
Work Pattern Hybrid — minimum 3 days office (Bracknell) for first 6 months, 2–3 days thereafter
Travel Requirements None
Anticipated On-Call / Shift Work None
Special Conditions Right to work in the UK required
Required Qualifications & Experience
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A degree in Computer Science, Artificial Intelligence, Data Science, Software Engineering, Information Systems, or a closely related technical discipline — achieved or expected at 2:1 or above.
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Demonstrated academic study of AI and machine learning concepts, including LLMs, automation, or intelligent systems — evidenced through coursework, dissertations, modules, or equivalent self-directed learning.
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Ability to demonstrate understanding of how AI tools can be applied to real-world process automation, through academic projects, coursework examples, or personal study.
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Familiarity with at least one automation or no-code/low-code platform (e.g. Make, Power Automate, n8n, Zapier) — whether through university projects, personal experimentation, or placement experience.
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Comfortable working analytically with data and processes — able to break down a workflow logically and identify where technology can add value.
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Strong communication skills — able to translate technical concepts for non-technical colleagues and listen carefully before designing solutions.
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Organised, reliable, and able to manage competing priorities — follows through on commitments and flags issues early.
Desirable Skills & Experience
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Placement year, internship, or part-time experience in a technology, operations, or business environment.
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Hands-on experience integrating LLM APIs (e.g. Anthropic Claude, OpenAI GPT) in a project or academic context.
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Familiarity with the Microsoft 365 ecosystem, particularly Teams, as a communications and workflow platform.
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Exposure to APIs, webhooks, or data integration between SaaS platforms.
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Experience with document generation tools or CRM platforms.
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Awareness of UK GDPR and data privacy considerations as they apply to automated communications and personal data.
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Interest in or knowledge of aviation, professional services, or regulated industries.
