Sensee

Please don't waste your time or money. You'd be better off working in a real prison. Patronising management. Unrealistic targets and they control what you earn as this is based on clients need for staff hours. It's not what they advertise. Only if you're desperate as a stop gap but the reviews about how great it is are exaggerations!

Sensée is an amazing company to work for with leading brands as their clients. So many jobs were created during pandemic and the company hasn't stopped growing since it was created as one of the specialised in home working. I've worked there for many years and I can say they are the best employer I have had. The low rating reviews may have been due to one off experience but this company is an outstanding one.

Sensee is a great company and doesn't deserve all the hate that I have read on this platform. People can be so entitled sometimes!

Dealt with them a few years ago, with a hiring manager who randomly decided to rubbish my antique collection mid interview. There are plenty of better jobs out there. No idea how they have managed to get 7 reviews to counterbalance 21 bad reviews, but people aren't stupid. Get your recruitment policy and staff sorted out, then you might be worth working for.

Don't waste your precious time applying to this impoverish company who cares nothing about employee. Total absolute rubbish company that shouldn't exist in the first place.

I worked here for 6 years and can honestly say I would never work here again. When I first started it was great, management and team leaders really cared about our well being, however that changed a couple of years in, the company really only cares about their clients and could not care less about their employees. I worked on a few different accounts, and they are all truly awful and stressful, targets are ridiculous and booking hours is a complete joke and most of the time you would be left with hardly any hours, therefore team leaders would often add hours for you that were totally unsuitable which resulted in having to ask for shift swaps on a regular basis, good luck with that!

Towards the end of my time here I was feeling extremely stressed and suffered depression, which I mentioned a number of times to management, but they were in no way interested at all. I lost a very close family member, and needed time off, only to be told I would need to call in to absence line every single day I was off to report why! This is a disgrace, bad enough losing someone you love without being grilled every day I was off to explain why, and to add insult to injury, I was asked on my third day off, if I was coming back to work any time soon, appalling. I was even threatened with disciplinary one time for having time off during a very anxious time being tested for cancer, which I find disgusting, by a male team leader with a power hungry attitude who thought he was god!

I can say that some other reviews are wrong regarding not being paid for time on calls outside of their shift, we were always paid for overruns, and we were never forced to announce toilet breaks, so this is incorrect.

There used to be some really lovely, caring people working for sensee, and the team leaders I worked with were fabulous, however sadly I cannot say the same for those higher up the ladder.

To sum up, if you enjoy stress and pressure, and don't mind being grilled when you desperately need time off, then go for it.

I applied for this job because it sold itself well.
The application process was ridiculously long firstly.
I did receive a phone call the next day from a woman regarding their needs and requirements straight away. Nothing was said about my suitability or my application or CV, nothing explaining themselves or what they do or the role being offered.
Apparently my office/bedroom was inadequate as a work space. Despite me having worked from home for over 3 years successfully from it.
Apparently they wanted to dictate to me who is allowed in my house /office outside of my working hours 😂 not sure what bills of mine they were paying for the entitlement.
I knew from the phone call this wasn't going to go well because of the woman's attitude and tone.
I shortly received an email to confirm being shortlisted.
In the same email it stated they would be carrying out a check of my working environment 😂😂 Not for £11hr you won't be 😂🙄
Safe to say the invasion of privacy was enough for me to do a simple Google search on them and LOW AND BEHOLD...

Everyone experiencing the same thing! Of course negating the clearly false/fake comments they have added to save face.

To make sure I wasn't jumping the gun I called them to clear some things up in regards to what I had read.
Safe to say these comments here are accurate.

They expected me to fork out every expense including my equipment.
I told them there and then that they should be making that clear before having people go through such a pointless excessively long application. I asked them to close my application as I didn't wish to pursue it anymore.

If you are poor and inadequate just say that Sensee.
What company cannot provide it's remote workers equipment? Then acts all hoity toity over it.
Just stop being a company then and have people in the office. Or is it that you can't afford the equipment there either?
Anyway. Safe to say you are not invading an inch of my home/privacy for your measly pay.

Treat your employees better. Dodged a huge bullet here.
Sensee lacking sense.
Do better.

I have to say that I'm surprised by some of the reviews of Sensée that have been posted on this site. I've been working for the company since 2014 and I absolutely love it. I've worked for other contact centres and Sensée certainly treats their people better. If you think that working from home is a case of 'when and how I want', then that's not the case - certainly at Sensée. You need to pick your shifts within the 'rules' of your account, and you do need to have a proper work area and a desktop pc. You also need to undergo training (they pay for that) successfully. I think this is perfectly normal as we are dealing with customers on behalf of major brands... I do get to work in a way that gives me much more flexibility than in a bricks and mortar operation, which suits me and my family down to the ground. Although it's a work from home role, I am never lonely. I have great colleagues and the technology allows people to interact with each other when we're not dealing with customers.

Want to work for them? Provide your own equipment: pc, desk phone and headsets. Pay for your DBS and be prepared to be micro managed. There is more I can add but simply read the other wonderful reviews.

Worked there for 5yrs. Worked up from agent to management. At first everything seems fine but soon realise there is no consideration for anything other than what benefits the company and keeps their secrets at all costs. Staff are disposable, turn over terrible, not a good environment to work in at all. I'm sure there are still a few good people left but that won't stop the rot as it comes from the top down. No consistency, honestly save yourself the time money and stress.

I'm not sure why Sensée has so many bad reviews as I work for the company and everyone else that does also only has good things to say about it!
For me, it's actually been a life changer as I would have struggled to find a job otherwise after my 4-5yr gap from work.
Everything about Sensée is professional - so if you're thinking 'work from home' sounds like a scam. Think again and perhaps visit their website and send a mail to their recruitment team to clarify any concerns you may have!

Sensée works with some of the leading UK brands & clients and a lot of processes are put in place for security reasons and ofcourse for the health & safety benefits to the employee! Just like any other workplace!

If you want a job that's flexible (you get to choose your own hours), fully employed positions so you're guaranteed your contracted hours, purely work from home and a virtual system that is second to none then go ahead and apply... you wont be disappointed.

They are one of the best company's I've worked for, and they really do appreciate & encourage their employees in every which way possible.

First of all you need to be logged into their systems 30mins before your shift starts (which is unpaid).

Before you even start with them you need to fit their description of a suitable working room, which is either a completely separate office if you have a family/partner, or a sit in your bedroom all day if you live alone, because living rooms aren't allowed at all.

You will have your PC monitored during ANY Sensee working hours, including your time off, even though we have secure remote worker applications for when we are on shift.

You need to buy a lot of equipment and pay for DBS etc before you can actually start. The pay is also not worth the back to back calls, rude customers and stress.

Training was good however the woman conducting this was very slow at times and would not stop saying 'umm' and 'err' constantly which was highly irritating to listen to (it was every other word).

Sensée HEAVILY micro manages every millisecond you are at work and its like working in a prison with someone breathing down your neck. This is in addition to the strict and frankly rude quality assessors who mark your calls.

There were instances of Teams video call meetings, with multiple managers listening where you had to share your screen and audio & have the session recorded, while you were taking live calls for around a hour to watch and listen to everything we were doing and see how quickly we are doing it. This was apparently to see how they can get us to all improve our call times. It was beyond uncomfortable and completely unnecessary.

As mentioned, they monitor absolutely every millisecond you are working in each status (available, busy, complaint etc), as we are not trusted to just do our jobs.

Several team members stats were shared to the whole account without their permission on multiple occasions by managers, to shame the ones who had been using the busy status for too long (even though this is used for any customer work you cannot fit in to the call wrap time), and was a completely unacceptable bully tactic.

There is an expectation that we have to work over our breaks and even completely miss these if a call goes over - which is not legal once we have worked a certain amount of hours. You also have to take any calls that come up even 10 seconds before the end of your shift. Sensee does not care about this because you get paid for any time you are logged into genesys and see it as overtime.

Hours booking is a complete joke. With a 35 hour contract you can and likely will still end up working 6 days a week, unless you want back to back calls everyday from 9-7pm.

There are heavily monitored bathroom breaks that we needed to announce on livedesk by putting 'QBP' (quick personal break) like small children, which are then timed. Good luck if you have IBS.

My manager was an absolute wolf in sheep's clothing. Really acted the part of the sweet & innocent motherly woman which people fall for hook, line and sinker. Initially she was very kind, supportive and nice, but would have excessively long one to ones where you basically had to tell her your life story and everything that had been going on. After a few months her 'nice' persona gradually started slipping and she would be so incredibly rude, unhelpful and incompetent on livedesk. If she made a mistake regarding you, and you brought it up, she would gaslight or try to twist the situation to fit her narrative (even if there was literal written evidence to the contrary) which was so bizarre and uncomfortable. If you also didn't answer her replies immediately or within a minute she would put banners across the screen demanding a response, even if you were busy on the phone with a customer, which was utterly obnoxious.

Ended up having to put in a complaint as after a specific one to one with her, she was VERY unhappy that I wouldn't tell her every detail of my life and was making snide comments about how 'some people just can't multi task' as I apparently should have been writing call notes, sending emails, talking to the customer & replying on livedesk during live calls, which is impossible. Also laughable considering she could not handle even simple tasks herself without making a complete mess or getting other senior staff to do them for her.

Further to this, during the next one to one she made a false allegation regarding one of my calls by claiming I was very unhappy, short and rude to the customer. This has NEVER occurred. She deliberately hid "the call" from her QA marking by not listing it. Eventually this was found and unsurprisingly it was absolutely nothing like she had claimed. She was so irritated that I wouldn't divulge every detail of my life and just answered the questions with simple answers, that she went out of her way to make a false allegations during a one to one. She followed this up by saying that she will be listening to more of my calls to 'make sure' her made up scenario didn't happen again. This was basically her way of saying that if I don't do what she wants and divulge every detail of my life with her, she will go out of her way to make it difficult for me at work.

She also made an absolute mess of my hours when trying to move these for a medical appointment on multiple occasions, and despite me giving her weeks of notice and specifying the dates multiple times, went in a removed hours from the wrong dates. When confronted she made excuses and then hid the previous conversation on livedesk, while repeatedly gaslighting me that it was my mistake/fault and blaming another colleague. Again this is so embarrassing as there was literally written evidence of her doing this (you get email notification when hours are changed etc).

After she found out I put in a complaint about her, suddenly another team member who she is close with immediately began being rude to me on Livedesk, where apparently a literal question mark was used in the wrong 'tone of voice' and I was told off publicly regarding this.

I decided to leave after putting my complaint in as I believe she would have continued to behave this way and made my work life difficult. I have absolutely no intention of working with anyone who behaves this way and will not risk my mental health putting up with it.

The whole environment is absolutely awful for anyone's mental health anyway - call centres are not great working environments, please do not work in one unless you are completely desperate.

I understand that Sensee is one of the better call centres to work for, however it is pretty obvious why they have a high staff turnover.

Terrible company. They do not care how they treat you training is awful management is terrible. They dismiss you for reasons which are beyond me. You try and contact hr to speak about problems they do not respond. Never known a company like it. Do not waste your time and work here the training manager does not know what she is doing and has very little respect and will not help you in anyway. Or give you answers you need. And will tell you. You cannot appeal. You ask her questions she cannot answer very unprofessional. Terrible company

On its surface, Sensee's business model is compelling: no more commuting is something everyone wants.

However, read (and pay heed) to the raft of negative reviews here. Sensee is not your traditional callcentre: Sensee are beholden to their clients, and they promise their clients a number of hours which are fulfilled by you, the agent, and your colleagues.

In practice, this means the following:

* No real flexibility. Mandatory hours exist. Each week, the hours are released, and there is a mad scramble to book the hours you want. If you can't get those on time (and sometimes they don't appear when they ought to), you can wind up with a patchwork quilt of hours which leave you 'commuting' to your home office multiple times per day.

*Taking holiday during busy periods (e.g. Term time) you may as well forget. Only a certain number of hours are provided as holiday hours, and once they're gone, unless you can beg for a shift swap with someone else, they're gone. MONTHS in advance. I have never seen anything like it.

* Shifts can change at short notice. The only way to protect yourself is to book holiday, but refer to the above as a warning. It is the most inflexible company when it comes to booking holiday I have EVER worked for. They simply don't hire enough agents to create enough of a buffer to provide holiday unless it's outside of peak periods. If you holiday in the winter and your sister's wedding is in the winter, you're ok!

* Interaction with management occurs online and mostly via text conversations using software tools - there are often many people asking questions and not enough senior team members/managers to answer these quickly.

If you are on a part time contract, don't have any commitments which you must attend at particular hours, and don't mind not taking any holiday at busy periods unless a kind soul offers to swap with you, Sensee might be worth it for you. It is not entirely the fault of the company, as they are tied to their clients. As it stands, working for Sensee means you bend to their requirements -- it is not at all as flexible as it is made out to be.

Was with them for nearly a year during which I was treated like an idiot, didn't feel valued, respected or trusted, the spy on your PC by installing keyloggers. Shifts were changed with no notice and technical support is laughable. Targets were nearly impossible to reach and when you reached your target it was a case of only just. Also had problems with getting paid on time and if held up on a call at the end of a shift never got paid the extra... Hated every day I worked for them.

I am a working Mum and for many years I had wanted to get out of the rat race. I had a very stressful job and on top of that, I had to travel 30 miles to work (each way), I was getting stuck in traffic, then I had the daily struggle to find a parking space, and then being hit with the winter weather (which invariably means that I am snowed in with no way out!), All of this was really getting me down. I wanted more time with my children, and to get a dog!
So I started to explore the idea of home working
I spent a good deal of time researching my options. I came across companies where you had to set yourself up as self-employed and/or pay for your own training. I found positions where hours werent guaranteed from one week to the next.
All this was at odds with what I knew that I wanted namely the security of working from home on a fully employed contract, with guaranteed contractual hours and holiday pay. Even more importantly, despite working from home, I wanted to feel part of an organisation, not be on my own - out on a limb.
So when I found a company that offered all this I couldnt believe it - I really did think that it was too good to be true. On that basis, I checked their website and looked into them on every forum going. To my amazement, I discovered that they had been operating in the UK for close to 12 years and employ 750 homeworkers to serve blue chip and innovative brands such as RAC, Aviva, PhotoBox, Eurostar and Home Retail Group to name but a few. I even looked at their registered office just to make sure it was real.
That was back in June 2013. I applied and was offered a HomeAgent role on a 30 hour per week contract providing customer service support to Home Retail Groups customers. Since the beginning, Ive loved it. I have the flexibility of choosing my own hours and breaks. I no longer have to pay £300 per month in fuel costs, or buy expensive coffee from high street coffee chains or extortionately priced sandwiches. I dont need to - I am a 30 second walk away from my fridge!
I confess that at the outset I was concerned about working in isolation... Would I be lonely? The answer is no. In fact, its quite the opposite - I have made some great new friends and we have an online chat room for instant support and social communication.
I have so much more time to do things. Take today for example, in my lunch break I managed to get the washing done, make a chicken stew, feed and walk the dog. All this means that when I finish work I can dedicate all my time to my children, instead of being stuck in traffic and then having to make tea and do chores. I may not be paid as much as I was in the rat race, but when I factor in travel costs, parking, subsistence and work outfits, I genuinely hardly notice the difference. Of course, I did have to buy some equipment to get going (desktop PC, telephone, headset and webcam), but I managed to acquire all these things for less than a couple of months commuting costs. In truth, I wish I had made this decision a very long time ago.

I agree with all the reviews on this site, I must advise do not work here. As a former employee I was treated horribly, only desperate people would work here. They treat you like a child, talk down to you with no respect. The shift hours are forced on you, I have never felt so controlled in my life. They try to control everything you are doing, listening in to your calls. Its ridiculous. There is so much more I could add, but do not work for them. LISTEN TO THE REVIEWS.

Having completed hours of online tests and had a video interview i was told i would be perfect for BUPA because I have a medical background. Then to be told by someone i had never met or spoken with that they had decided no i could not have that contract as there was a conflict of interest! There was NO conflict of interest.
I was then provisionally offered another role with them and was obliging with regards to hours etc only to be told again that there is no job! This time the client had changed their mind! I am a highly professional person who has worked within the customer service arena for many years and to be frank from what I have seen this company is a shambles.
Very low pay. They ask you to spend a fortune on a computer, you pay for your telephone line - you pay for your DBS check, you pay for head phones and they pay you barely above minimum wage.
My advice AVOID.

I have never left a review of a company before but feel in this instance I need to. I pretty much agree with all the other negative reviews and in fact question the true authenticity, all be it few reviews that say how great the company is! No management support, poor training, poor pay are just a few of the issues. No pay for downtime when the company deems the issue is that of your computer (which is most of the time). Every issue I had was due to the companies applications not wanting to work, usually when windows updates had been done (which you are encouraged to check before every shift, along with running a ccleaner). You end up waiting usually hours for what normally is a poorly trained IT operative to fix the issue remotely which isn't always successful. This then affects your adherence bonus for the month which is set at 99% even though you are at work wanting to do your job, so you lose all of that as well! I have communicated with numerous management individuals both within the account I worked on as well as HR and the COO and in my opinion they are all as corrupt and nasty as each other. I could go on and on but if by writing this review I have prevented someone from wasting their time then it has been worth my time!

They are a terrible company. The KPI's are difficult to achieve and in the meantime they do pretend coaching which gives you no information about how to reach these ridiculous targets.
You need to be desperate to work there long term. The pay is appalling and it really not worth it. They expect you to do long hours not the minimum as they state in realiy. Do not look at this company for anything long term

They do not bother about the staff and pay is very poor. For some reason the management seem to think that staff are disposable and they have a high turnover off staff. So this speaks for itself. Do not take this job seriously, there are better elsewhere

They have a high turnover of staff for a reason. You are required to work for nothing at times and pay for everything yourself. As they are so short staffed, you will not be able to take holidays
AVOID if you can

I would advise to avoid working here. I started working here not so long ago. I had to buy all my own equipment that needed to achieve their minimum requirements, which was fine and was also told that my first weeks pay will be held for the first 3 months; again I thought this to be fine, considering I had already invested a lot of money on buying new equipment.
To start with the training was a huge problem, this was due to starting on what I was told was a brand new account with a new client Bupa. Unfortunately for the first few weeks of the training the systems were not ready so a lot of time was wasted (we were doing things that were not what I would consider training for a new job) but the trainer did the best with the tools available. I would say the training did make you feel like being in a team and was advised this is what it would be like when you go live, remote but together. This was not at all what it is like being live, you are very much isolated and anything that you brought up in the live desk, you were often told not to discuss on there.
The team leaders who also started at the same time as us were meant to be answering our questions on Live Desk which was ridiculous, considering they had no clue other than a simple pre-auth, often giving incorrect info then correcting 5 minutes later after referring to a Bupa coach.
All this aside, the reason that I decided enough was enough, was the constant loss of pay due to the issues with their systems. This was in no part due to my own PC or Internet connection as the Team Leaders would often advise. This I believe was being done due to not being able to claim from the client. I still keep in touch with some of the advisors who work there and have been told there are hardly any of the initial staff remaining (which is no surprise).