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Fired me for going to urget care in AnE and withheld earned commision, after the EE/BT contract got lost, clearly due to horrible manager quality not a single manager there got their job through meri... See more
After working at company over 7 years from Tcc to Sensee, company has changed so much having enjoyed my job to being humiliated and dismissed on reasons that you can't defend or prove as when a TL do... See more
To much focusing on scripts which really should be an actors job doesn't it, its word for word on every sentence u speak. They don't give you equipment but tell you were you can purchase or if yours m... See more
Company replied
Company details
Written by the company
Established in 2004, Sensée is a specialist provider of flexible homeworking services using fully-employed advisers and managers. Our services include: - HomeAgent-based contact centre outsourcing: We help well-known organisations (such as Bupa and Allianz) improve business performance, cut costs and provide brilliant customer service. Our award-winning team of over 1200 service advisers and support/management delivers service, sales, retention, disaster recovery & tech support services by phone, email, webchat, text & social media. Sensée is ISO27001 accredited and has achieved PCI-DSS and GDPR compliance. - Consulting and Best Practice: Sensée’s experienced consultants deliver a broad portfolio of Benchmarking, Consulting, Discovery and Workshop services. We assist organiations in creating and implementing work-from-home (WFH) and hybrid working strategies as well as optimise existing operations. - CloudWorks™ Ecosystem: Our tech platforms support your homeworkers’ entire Employee Lifecycle - from recruitment and on-boarding to scheduling, training, communication and management - whilst ensuring the most rigorous Infosec compliance. Sensée’s UK-wide recruitment reach and remote employee-centric ecosystem creates accessible careers for people anywhere and sustainability for our planet and communities. With no physical contact centres and no travel-to-work, Sensée has an estimated 90% lower carbon footprint than a typical office-based contact centre operation. Sensée plays a full and active part in educating the market about best practice in WFH and hybrid working and has won many industry awards for its work.
Contact info
United Kingdom
- sensee.co.uk
1.3
Bad
67 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Hasn’t replied to negative reviews
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Long but ineffective recruitment policy
Long recruitment process, with several pointless tools and stages. It would benefit from including more humans in the process.
August 18, 2023
Unprompted review
Reply from Sensée
Our recruitment process is deliberately comprehensive because we are looking for the right people for the right roles. And while I don’t know the exact circumstances of your application or its outcome, if you wish to apply for another role with us then we’d very much welcome that. If we don't feel that someone is right for a particular role it doesn’t mean that they are not right for another. And currently we are absolutely looking for experienced and enthusiastic people to join our organisation.
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Tremendous waste of time
Tremendous waste of time, they will have you spend hours on an application for you to not even get an interview, I have more customer service skills in my little finger than they show during the recruitment process. Steer clear. Steer well clear.
August 10, 2023
Unprompted review
Reply from Sensée
Our recruitment process is comprehensive, we make no apologies for that. It is deliberately so because we need to ensure that we are recruiting the right people for the right roles. And we continue to do that in the interests of our business, our colleagues and our clients. Sensée operates a 100% work-from-home (WFH) model and we know, through experience, that WFH isn't for everyone. We also know that not everyone is suited to phone or digitally-based customer service work. Our comprehensive recruitment process has been carefully designed to test candidates’ skills, attitudes, behaviours and more.
Worked for this company from Jan 2021…
Worked for this company from Jan 2021 until sep 2022. The last 3 months of my employment I was put on sick due to a traumatic event & health issues by my doctor & encouraged by my managers to take time out, however after 3 months of being on sick I decided it would be fair to resign whilst I got my health back together & i was advised I would be welcomed back when I was ready. This was a lie because I applied for my role again after 6months & I was rejected. I then applied again & this time I was put through the assessments only to receive an email stating I was unsuccessful as I didn't have the experience basically. This baffles me as I have over 10 years of experience in Customer services & 1 & half comes from working for sensee ! Don't bother applying there are better companies out there who would pay more & the flexibility with hours is first come first serve & they get booked within 5 seconds.
July 18, 2023
Unprompted review
Reply from Sensée
I’m afraid we’d be unable to comment on an individual application without knowing more details about that particular application. However I can assure anyone reading this that we absolutely welcome back past employees.
Our recruitment process is deliberately comprehensive because we are looking for the right people for the right roles. And just because we don't feel someone is right for a particular role doesn’t mean that they are not right for another.
Currently we are absolutely looking for experienced and enthusiastic people to join our organisation.
Absolutely Ridiculous
It's been a week since I applied for a job here and still no reply. But I am so glad about this after reading all the reviews here. I went through a bunch of useless training and answering dumb questions just to end up realising the truth about this company. Absolute waste of time. Very over glorified company.
July 18, 2023
Unprompted review
Reply from Sensée
Sorry to read about your experience. While I’m not sure what happened in your particular case, I can assure you that we respond to every single applicant regardless of whether they’ve been successful or not and, therefore, can only assume that our correspondence wasn’t delivered for one reason or another. If you would like to contact our Recruitment team (recruitment@sensee.co.uk), they’ll provide you with an update and a fuller explanation.
When you refer to Training, this only ever takes place after joining Sensée so I’m assuming that you may have applied to us via another body or company. If that’s the case then the Training will be part of their own programme and nothing to do with us. Again, our Recruitment team will be pleased to advise you.
Get you to jump through many hoops with…
Get you to jump through many hoops with assessments, no genuine feedback afterwards, expect you to provide all equipment - thank god they said no after looking at all the reviews on here - dodged a bullet! I have the requisite experience but no mention made of where I didn’t fit. Then invited to reapply in 12 months - why would I?
July 13, 2023
Unprompted review
Reply from Sensée
I’m sorry that you didn’t have a more positive experience applying for a role with us.
With regards IT equipment, we operate a Bring Your Own Device and Bring Your Own Communications model. We do so because we believe that it is is the best model for both our business and its employees.
Sensée employees benefit from working from home with no commuting costs, no time lost travelling to and from work, flexible working patterns and great career opportunities, but it would be virtually impossible for us to maintain equipment in over a thousand homes that cover the length and breadth of the country. To facilitate colleagues purchasing their own equipment we provide access to a cost-effective source of appropriate hardware, and extensive IT support.
The cost of this equipment is returned to the employee after a full year’s service with the company. We never ask candidates to purchase equipment until they have completed the recruitment process and signed an employment contract with us.
With regards applying for a future role, it’s important to state that our recruitment process is deliberately comprehensive because we are looking for the right people for the right work. And while I don’t know the exact circumstances of your application, just because we don't feel that someone is right for a particular role, it doesn’t mean that they are not right for another. Currently, we are absolutely looking for experienced and enthusiastic people to join our organisation.
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Worked for company for a year
Worked for company for a year. Sadly left as one team leader I felt was slightly a bully, he was not even my TL, but kept getting involved. He had me in tears a couple of times. They are saying I went AWOL, not quite true, I sent am email and got nothing back. Also trying to say I got an AWOl on one day and another the next, also not true I got two on same day. I see lots slating the company, but if it takes you 30 min to get into systems, yr not doing job right. You DO get paid for over runs, or let TL know and normally get to take whole break. And it's called journey to work, no you dont commute, but there is a process to getting work ready for yr shift. As for micro management, if you were in office eyes would be on you all day, so it is only polite to let them know when you are stepping away from your computer for a private break. Please don't let all the bad reviews stop you from applying. I am sad I left, and wished I had delt with this differently.
May 24, 2023
Unprompted review
Reply from Sensée
Thank you for recounting your experiences and for your honest review. Your kind words about working at Sensée are particularly appreciated.
Bullying is absolutely not tolerated at the company. Sensée has a zero tolerance towards bullying and employees should contact their direct line manager or HR if they ever feel they have ever experienced or witnessed bullying. Our HR teams will investigate each case thoroughly.
As a footnote, I am aware that the situation you describe has recently been brought to the attention of our HR team, quickly and extensively investigated, and that you have been made aware of their findings. My understanding is that this has brought the matter to an end but if you have any further questions, please use our feedback@sensee.co.uk email service, marking the communication for my attention.
Paul Whymark, Chief Operating Officer, Sensée
I recently applied to this company to…
I recently applied to this company to work as a home based customer service advisor, i was invited to do the assessments but then I didn't hear back from the company. I recently received an email saying in not so many words, thanks but no thanks even though I have 5 years experience of call centre work. I will not be applying to this company again .
May 31, 2023
Unprompted review
Reply from Sensée
I'm sorry to hear that you were unsuccessful in your recent job application and apologies for your not receiving a follow-up call from us. However I hope that the experience won’t put you off applying for another role in the future. Our recruitment process is deliberately comprehensive because we are looking for the right people for our client work. And while I don’t know the exact circumstances of your application, I believe it’s important to say that just because we don't feel that someone is right for one role, it doesn’t mean that they are not right for another. Currently, we are absolutely looking for experienced and enthusiastic people to join our organisation.
You have to buy your own equipment
You have to buy your own equipment, they don't pay for training and worst of all, they take over your house, they know what you are looking at. They take control of YOUR pc. Be very careful.
*** Update..yes I did work for you, I don't base reviews on others,bi find out for myself, so I know what you do. Don't try to pretend you don't do these things. One year! Some people can't shell out hundreds and wait a year! ***
May 26, 2023
Unprompted review
Reply from Sensée
Hi. Not sure whether you worked for Sensée or picked up information relating to your points from others but I’m afraid some of them are incorrect and others rather misleading.
While it’s correct that we operate a Bring Your Own Device and Bring Your Own Communications model, we do so because we believe that it is is the best model for both our business and its employees. That’s because while Sensée employees benefit from working from home with no commuting costs, no time lost travelling to and from work, flexible working patterns and great career opportunities, it would be virtually impossible for us to maintain equipment in over a thousand homes that cover the length and breadth of the country. To facilitate colleagues purchasing their own equipment we provide access to a cost-effective source of appropriate hardware, and extensive IT support. The cost of this equipment is returned to the employee after a full year’s service with the company.
We do not operate on a gig economy basis, and do not believe in zero hour contracts. All Sensée employees are fully contracted from the moment they join us, hence all training is absolutely paid for by us.
Not sure what you’re referring to when you say "they take over your house they know what you are looking at”. What we actually do is place our security software onto colleagues’ PCs to ensure that PCs can only be used for work purposes during work shifts. This is absolutely NOT spyware and we do not condone the use of spyware. Our security software ensures confidential data cannot be downloaded to 3rd party devices, and prevents non-work internet searches and social media activity during work times. During non-work times, this security software is not active.
In addition, while we insist on the use of video during one-to-one internal meetings and training sessions, this is in the interests of good management practice and to ensure colleague wellbeing. It is also typically only for small parts of the working day. We are absolutely against the use of always-on cameras in the homeworking environment.
While we monitor general customer contact and adviser activity, including performance and quality data, this is no more than is common in the average contact centre.
In summary, we believe these are all wholly responsible actions to safeguard the interests of our clients, look after our employees, and deliver a good service.
So I happily applied for a role with…
So I happily applied for a role with Sensee Homeworking having worked from home successfully with my local council of recent times, they failed to respond to my tests that I did for them, I sent personal documentation I.e Passport etc.
I phoned today to check the application progress only to be told they hadn't looked at it and I would here back today? 5 minutes later they phoned back to ask if I had a dedicated room for an office, I replied its open plan lounge with office space only to be told I wouldn't be taken further in application process, that's a new one, discrimination on living arrangements.
I think folks I've had a lucky escape from what seems a poor company to work for or an inbetween company.
Oh well such is life....Happy days
Up The VILLA
May 23, 2023
Unprompted review
Reply from Sensée
Sorry to hear that you were unhappy with our job application process.
I’d like to start by apologising if our recruitment team were slightly slower than usual getting back to you. They have a very heavy workload right now as we are onboarding for several major new projects and this is leading to occasional delays.
With regards your application itself, I’m sorry that it was unsuccessful. However, it’s important to explain that, when looking at the suitability of an applicant to a job vacancy, we look to recruit both the individual and their workspace. This is because Sensée colleagues are handling confidential and sensitive information - be that customer or client data - and it is important that their screens are not overlooked by other people walking past, and conversations are not overheard. Hence we insist on a dedicated safe workspace with a closable door. An open plan shared lounge would therefore unfortunately not be suitable. Sorry if you feel that this was not make clear from the outset.
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Do not trust.
May 23, 2023
Unprompted review
Glorified call centre
Glorified call centre, Expected to work the hours that best suit the company not yourself. Pay is abysmal & i should have seen the red flags when they talked about the company being like “one big family”. Systems are outdated & slow, training is the biggest load of nonsense. Don’t bother wasting your time with the company, unless any of this sounds appealing to you.
November 1, 2022
Unprompted review
Reply from Sensée
Sorry to read that you did not enjoy your work-from-home (WFH) experience with us.
To be clear, we are a business process outsourcer that delivers customer contact services. Our people work on a 100% WFH basis and we’ve been doing so for almost two decades. We also supply access to specialist tech systems and platforms for hybrid and home working via SaaS cloud-based services, and consultancy services to business looking to transition to WFH/hybrid. We’ve never pretended to be anything else.
I believe that we’re also very clear in all our communications that we pay the Real Living Wage for frontline colleagues - which is a level of pay that’s above the average for the UK contact centre industry.
When it comes to training and the use of systems, that’s all worked out in close co-operation with our clients. Frequently, training and systems are exactly the same as used by clients themselves.
I applied for a role with Sensee for…
I applied for a role with Sensee for the third time in about 5 years. I got to the second stage of the application and am certain that my 10 years of customer service experience as well as my several years worth of administration, data entry, data analytics, HR and payroll experience should have sufficed however they have rejected a clearly very qualified person again with not much explanation as to why.
The hiring process doesn't make much sense to me because I tend to get jobs very easily. When I asked for feedback in the past, I have received absolutely no response so I do not expect a response this time either. Very disappointing and confusing as to why this has happened again.
January 14, 2023
Unprompted review
Reply from Sensée
Sorry to hear that you weren’t successful in the application process.
While I don’t know the specifics of your case, we’d be only too pleased to discuss our decision with you. Please write to us at feedback@sensee.co.uk and I will make sure we look into this.
If a suitable opportunity arises in the future I hope you may consider applying again.
Paul Whymark, Chief Operating Officer, Sensée
Do not order from sensee
Do not order from sensee! Return you have to pay for yourself is fully expensive. My delivery took a long time and because it took me I wanted to cancel it which was no longer possible because it was on the way. Now I wanted to send it back because the delivery took me too long and I found the ordered shoes cheaper elsewhere do not respond to a compromise for a free return or price moderation! Before they always answered ne but because the package arrived, it doesn't really matter now. I will never order here again and warn everyone against it.
December 19, 2022
Unprompted review
Reply from Sensée
I'm afraid you have the wrong Sensée. We don't sell or send out shoes, we are a specialist provider of work-from-home contact centre services
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Great place to work!
I wanted to reduce my carbon footprint and gain more work life balance. Sensée have given me a remote culture that I love and new work friends all around the UK and NI. Working from home is not for everyone, but it surely is for me! Thank you Sensée!
December 5, 2022
Unprompted review
Reply from Sensée
Great to hear that you are enjoying your work-from-home experience at Sensée.
Paul Whymark, Chief Operating Officer, Sensée
Brilliant!
I love working for Sensee, the training is extensive and the managers/TLs are so supportive! You are never alone, you need to work hard but you harvest what you sow as they advertise roles internally first. Fully remote, is a call center job, team and culture are great. Couldn't recommend more!
December 5, 2022
Unprompted review
Reply from Sensée
Thanks very much for taking the time to leave your review. So pleased to read that you are finding your role at Sensée rewarding and feel well supported. And yes, we will always look to fill new roles from within whenever possible!
Paul Whymark, Chief Operating Officer, Sensée
WORST OF THE WORST COMPANY
The worst of the worst. Just don't work here, save yourself the stress and find another job.
October 18, 2022
Unprompted review
Reply from Sensée
This is a fake review. This has been pointed out to Trustpilot.
Avoid like the plague unless you're really desperate
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 (probably for gossip).
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 or your hours, 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 121 with her (she was so irritated that I wouldn't tell her every detail of my life and answered her questions simply) that she made a completely fabricated allegation that I had been rude, short and basically miserable towards customers, as well as saying she would be monitoring me closely going forward to 'make sure it doesn't happen again'. AKA do what I want in future, or I'll make it difficult for you. She made 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 simultaneously, which is impossible. After finding the specific call she was talking about, it was the exact opposite of what she claimed. She had made this up to get back at me for not sharing every detail of my life with her in a 121. Bully tactic.
Left as I knew she would continue to behave like this and make it difficult for me if I didn't do exactly what she wanted/said. There was more to add, but there is a character limit on here so can't.
September 1, 2022
Unprompted review
Reply from Sensée
It’s very disappointing to read your comments, this is certainly not the company we set out to be.
I note at the outset that you say you liked the work-from-home (WFH) aspect of your role as it meant you didn’t have to spend time and money commuting to work. However, you also clearly encountered issues that made the role stressful and unenjoyable.
If you felt that the problems you encountered could be resolved by switching to a different account, or by applying for a different type of role, then please contact our recruitment team on recruitment@sensee.co.uk to discuss.
There are a few points you raise that I’d like to respond to:
It’s vital that Sensée employees have a suitable work-from-home space that meets our privacy, health and safety, security and other requirements. We insist on this to safeguard our client’s interests (and their customer data) as well as to ensure our employees are comfortable and not putting themselves at risk of harm.
A key reason we operate a Bring Your Own Device (BYOD) model is that it just wouldn’t be possible to physically maintain equipment and connections in every single employees’ household given that our people live the length and breadth of the country. So we ask our employees to take responsibility for their own quality kit and connections. However, we provide extensive IT support and make it as quick, simple and cost-effective as possible for them to do so…. while also providing access to a cost-effective source of appropriate hardware.
Given the confidential and often sensitive nature of the work that our people carry out for clients’ customers it is essential that we monitor their work environments when on shift. However, we don’t ‘spy’ on anyone’s activities. We also can’t see any thing else on those machines apart from the work that is directly related to our work. We certainly don’t have access to homeworkers’ hardware when people are not on shift. The intention is to ensure efficiency and maintain tight security, it is not to ‘micromanage’.
You say ‘there is an expectation that we have to work over our breaks and even completely miss these if a call goes over’. Clearly, customer calls can sometimes run over the end of a shift, it’s the nature of call centre work. However, we absolutely believe in compensating our people for all the time they are on shift. And everyone is entitled to breaks as per their contracts.
Finally, it’s very important to state that Sensée has a zero tolerance towards bullying and employees should contact their direct line manager or HR if they ever feel they have witnessed bullying.
Colleagues wishing to provide any other feedback such as ideas on how processes can be improved or workplace issues, are encouraged to use the feedback@sensee.co.uk email (anonymously if preferred) and we will respond promptly.
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You need the be the managers pet to survive
I worked for Sensee for just under one year. There is a lot of pressure to meet KPI targets. I felt like I was being bullied by management and eventually they sacked me I worked really hard even if you a back from break a second late does not go down very well. With this job you have to be the managers favourite or they will get rid of you. I was in my previous job 12 years and never thought there was such ruthless companies operating totally messed me up but now I have a permanent job with normal people and I’m happy with the direction of my career.
August 5, 2022
Unprompted review
Reply from Sensée
Sorry to hear that you found your time with the company difficult.
I’d like to respond to a couple of your points and start with what you say about bullying. Sensée has a zero tolerance towards bullying and employees should contact their direct line manager or HR if they ever feel they have witnessed bullying.
Second, with regards your comment about feeling that you weren't treated fairly, again that absolutely goes against our ethos. We are 100% committed to fair and equal opportunities for everyone and if you, or indeed any of our employees, feel that's not been the case, we urge them to report this to their Team Leader in the first instance, or via the feedback email service (feedback@sensee.co.uk) if they feel that they’ve not received a fair response. They can also use this service to feedback ideas on how processes can be improved, or any other workplace issues, and we will respond promptly.
Got offered 4 different jobs
Got offered 4 different jobs. BUT they want a criminal back ground check that you pay for a full credit check that leaves footprints and 5 years of payslips and if u don't have that 5 years of bank statements AND they want you to buy a 2nd monitor
July 8, 2022
Unprompted review
Reply from Sensée
Thanks for taking the time to leave your review. Feedback is very important to us.
As an FCA regulated business we are committed to strong pre-employment screening checks in line with industry regulations and our own best practice policies.
The Experian adverse financial check we use is extensively used across the industry and doesn’t leave any footprint. Re: the 2nd monitor, this is so that advisors can perform their roles to the highest standards, with both often required.
And with regards our Bring Your Own Device (BYOD) and Bring Your Own Connection (BYOC) policies, these are favoured today by many long term homeworking companies as the fairest and most practical approach for the business and its employees.
While we understand these policies are not for everyone, Sensée provides extensive IT support to make BYOD and BYOC as quick, simple and cost-effective as possible for our people to operate…. while also providing access to a cost-effective source of appropriate hardware.
Brilliant Place to Work
Amazing onboarding, very welcoming, clear and organised, kind, friendly, supportive, approachable trainers and team leaders, training is between both sensee and the client, we use the client's own software systems, all very secure and even though you work from home, you're not isolated, you are supported. Many opportunities for career progression. Choose own hours, part time or full time your choice. Highly recommend.
March 16, 2022
Unprompted review
Reply from Sensée
Thanks very much for leaving your review and great to hear that you are enjoying the flexibility of working at home for Sensée and feel well supported.
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