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Super Break Jobs

Super Break Jobs

We currently have over 150 members of staff working for us. From the sales team who work closely with Travel Agents to the contracts team that secure our fantastic hotels and offers, the contact centre team who are on hand to advise customers with their booking or the web team who help make it all work; there are plenty of career opportunities within Super Break.

Super Break are a well-established travel company having been in operation for over 30 years. During that time Super Break has gone from selling hotel beds only to selling a variety of products and breaks including West End theatre tickets, P&O mini cruises, Eurostar breaks, flights, O2 concerts and rail packages.

At our modern offices in central York we offer a variety of staff benefits including charity days, familiarisation trips, free fruit and refreshments and generous staff discounts on our products.

At Super Break we embrace individual differences and are committed to promoting a culture that supports inclusion and diversity. We are proud to be an equal opportunities employer that celebrates diverse perspectives which come from individuals with different backgrounds, culture, and points of view. Our diverse workforce means that we are better placed to deliver greater value and meet out individual customer needs.

If you wish to apply for any of the jobs listed below, please send a current CV with a covering letter to careers@SuperBreak.com

Current Vacancies

Product Specialist Read more information

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Location: York
Reports to: Product Proposition Manager
Department: Product Supply
Here at Super Break (part of the Malvern Group), we’re excited to be working on the future of our business and we’re set to the take leisure world by storm.
We are looking for a Product Executive to join our Product Supply team. You will be responsible for supporting the Product Managers and Product Proposition Manager across the broad product portfolio. You will build effective relationships with suppliers and colleagues across the department to ensure that all products are cohesive and relevant for our customers and partners.
Most importantly, you’ll be working in a supportive and creative environment for a company that prides itself on taking care of amazingly talented employees like you.
Shape your future…
You’ll be getting involved from the very beginning, supporting the Product Managers with the management of all our packages. You will be the first point of contact for all suppliers and internal stakeholders, handling all queries, concerns and/or operational issues that come into the department. As the Product Specialist you will assist with generating new ideas and concepts, ensuring all packages are commercially focused and fit for purpose.
You will –
  • Be passionate about travel and the product we sell, ensuring that it fits our partners requirements and is suitable for purpose
  • Enjoy building and developing relationships with both internal and external stakeholders
  • Be supported by an experience, knowledgeable and creative team to ensure you are successful
  • Be backed by one of the most established names in the travel industry
Plus –
  • If you bring a desire to learn we’ll give you all the support you need to realise your ambitions and meet your goals
If that wasn’t enough, we will throw in –
  • A competitive salary
  • Flexible working, with a friendly and relaxed working environment
  • 27 days annual leave (you can buy another 5 if that’s just isn’t enough)
  • 1 ‘You Day’ – take an extra day for a special occasion, or just to have a duvet day watching Netflix
  • A Travel Experience Voucher (worth £100) plus access to discounts across the group
  • Pension and life assurance
Sounds great, right?
Here’s what we need from you…
We love travel, out brands, and building the best experiences for our customers. We want you to feel the same.
You’ll need to –
  • Be flexible to travel to other group sites, suppliers and partners, together with trade shows/industry events (UK/International) as required.
  • Be a confident relationship builder, possessing excellent communications skills
  • Possess a good eye for detail
  • Have the ability to process and interpret complex information
  • Have excellent prioritisation skills and ability to manage own workload
  • Be able to work to tight deadlines, in fast paced, commercially driven environment.
What do you need to do next?
If you like the sound of us, then we’d love to hear from you. Drop us an email with your CV to careers@superbreak.com. Let’s arrange a chat, find out a little more about each other and start working on the future.

Real Time Analyst Read more information

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Location: York
Department: Contact Centre

Job Purpose:

We have a fantastic opportunity for a Real Time Analyst to join our busy Contact Centre. An integral role with the Contact Centre Management team; the Real Time Analysts are responsible for driving and delivering excellent customer service through effective analysis and management of real time activities. You will manage service levels, queues and real time staffing levels, ensuring that the channels of communication are always open and available.

Principal Accountabilities:

  • Real time contact queue management, identifying areas that need to addressed based on the current picture.
  • Ensuring that the KPI’s of the contact centre are managed through the effective staffing of the centre.
  • Building relationships and influencing across the wider Contact Centre/ business
  • Reporting on unplanned absence and making assessment of its impact and addressing with the management team as necessary
  • Identifying and reporting on customer impacting issues
  • Management & creation of rotas and agent schedules
  • Responsibility for the holiday and sickness planner for the contact centre
  • Scheduling of offline activities ensuring that the team are productive at all times
  • Monitoring of agent productivity and producing reports of business KPI’s to the management team

Technical Competencies (Knowledge, Skills & Experience Needed):

We are looking for someone who is as passionate as we are! You will:
  • Have demonstrable experience of Real Time analysis
  • Possess working knowledge of Resource Planning/Management methodologies
  • Have solid understanding of Contact Centre metrics
  • Be a strong relationship builder, who can influence at all levels
  • Have an analytical mindset, with excellent prioritisation skills
  • Be adaptable to change, able and willing to react quickly and under pressure
Other Contextual Information/Special Features:
  • The role is on a shift basis covering 5 out of 7 days a week. (Our Contact Centre is open Monday-Sunday 9am-7pm.

Contact Centre Multi-Channel Team Leader Read more information

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Department: Contact Centre
Location: York
We are looking for a Multi-Channel Team Leader to join our talented Contact Centre team in York. As a Multi-Channel Team Leader you will lead and motivate a team of Advisors to achieve KPI’s and targets, whilst ensuring the highest customer service is delivered across a variety of communication channels.
Key Responsibilities
  • Lead and motivate a team to achieve business led targets
  • Conduct performance and development reviews, 1:1 coaching / mentoring sessions /quality feedback reviewsand team meetings as directed by the business and individual needs, these may be weekly, monthly, quarterly or annually
  • Maximise sales opportunities with the team and ensure the team up and cross-sell a bespoke service experience on all contact channels
  • Manage relationships with internal and external customers to help improve the overall customer experience.
  • Manage and prioritise teams and own workload effectively ensuring deadlines and targets are achieved.
  • Support advisors dealing with demanding customers and escalations and take ownership as required
  • Provide Management information and data analysis as directed by line manager
  • Undertake duty management duties as and when required according to shift rotations
Technical Competencies (Knowledge, Skills & Experience Needed):
  • Experience in leadership - motivating and engaging the team, delivering to or achieving business objectives and deadlines
  • Experience with managing performance within a similar sales/service environment
  • Knowledge of Contact Centre systems and methodologies
  • Able to manage tasks and objectives through people
  • A proactive mind set, highly organised, with a can-do approach
  • Expresses passion and enthusiasm within the role
  • Excellent influencing skills and positively embrace change
  • Excellent customer service skills
  • A working knowledge of Zendesk &/or Unify Telecommunications (desirable)
Key Requirements
  • Able to work rotating shift patterns covering all business opening hours of 9am – 7pm, Monday to Sunday
  • Comfortable working in a multi-touch point Contact Centre environment (email/chat/social media/escalations)

Professional Desktop Support Engineer Read more information

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Location: York
Reports to (Job Title): Service Assurance Manager
Date: April 2019

Job Purpose:

We have a fantastic opportunity for a Professional Desktop Support Engineer join our team of support engineers on the IT Service Desk in our York office. The Professional Desktop Support Engineer mentors the team of Desktop Support Engineers and acts as an escalation tier for the team. You will inspire technical excellence, leading and driving service standards while supporting approx. 250 internal users across two sites and a number external third party suppliers.

Principal Accountabilities:

  • Working as part of a team Desktop Support Engineers ensuring high service availability and Service Levels are maintained or excelled
  • Responsible for the monitoring of live web sites and internal applications through monitoring tools, ensuring that any potential service impacting incidents are raised and dealt with accordingly
  • Dealing with tickets in priority order to an agreed priority matrix and SLAs where applicable
  • Provide first class Customer Service to all users both internal and external
  • Work with The Service Assurance Manager to produce key metrics and KPI reports
  • Working to agreed OLA’s and SLA’s
  • Develop and improve current Service Desk documentation for process and procedures and maintaining knowledge base
  • Administration of Service Management Tool, working with the Service Management team to administer changes in a controlled way
  • Working with Incident & Problem Management and escalating tickets as and when required
  • Working with our Agile Development teams on incidents and problems for particular product areas
  • Desk top and end user support, both onsite and remote
  • Leading the team in best practise for all Service Desk processes and asset management
  • Mentoring and coaching the team to achieve inspire technical excellence
  • Identifying routes for continual service improvement and knowledge transfer to upskill the team

Knowledge, Skills & Experience Needed:

  • Experience of working in a similar role, preferably for a dotcom company
  • Event Management – using tools such as Icinga, Nagios, New Relic, Kibana
  • Experience of using Service Management tools and ticketing systems
  • Understanding of Incident & Problem Management
  • Understanding of Apple devices, troubleshooting and configuration
  • Strong Communication skills, both verbal and written
  • A desire to succeed and develop their skills
  • A true passion for Service
  • Takes the initiative and owns incidents
  • Customer focussed, committed to provide excellent Customer Service

Other Contextual Information/Special Features:

  • This role will entail working on a shift basis covering the hours of 08:00 – 18:00  Monday – Friday
  • Travel across York and Manchester and other Group sites as and when necessary.

Travel Aware - Staying Safe and Healthy Abroad

The Foreign & Commonwealth Office and National Travel Health Network and Centre have up-to-date advice on staying safe and healthy abroad. For the latest travel advice from the Foreign & Commonwealth Office including security and local laws, plus passport and visa information check www.gov.uk/travelaware and follow @FCOtravel and Facebook.com/FCOtravel

Keep informed of current travel health news by visiting www.travelhealthpro.org.uk

The advice can change so check regularly for updates.

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