Sensée Reviews

Cons

Holiday planning needs more thought

Cons

Can’t think of any cons

Cons

• The holiday booking process is dreadful. The first allocation of the holiday allowance for Aril 2019 to March 2020 has only just been released this week. (Thur 03.01.19) If you're trying to book a family holiday during school holidays and get a good deal, good luck! If however, you don’t care when you take your holidays you will be fine. ( to be fair to the company they say this is changing.)
• Basic hours booking is hit or miss. If you're on a call at the time the weekly hours are released (Tuesday at 12:15) then it is hit or miss what is left to book. At present, you can only book hours online using the company's software package called TeamTonic on the computer you work from home on. This means if you are away from the house you are unable to book hours. Again the company says they are looking to improve this.
• You will work on an annualised hours contract. So for example, if you work 30 hours a week that equates to an annualised hour contract of 1560 hrs annually. (30 x 52) The weekly hours can alter by up to 20% depending on the client's needs. So could be anything from 24 hours to 36 hours but over the year should balance to 1560. This doesn’t happen. Additional hours are added into your annualised hours without any form of communication and no additional holiday hours are granted for the additional base hours worked. This has happened for the last two years as far as I know and definitely for the last year.
• If you are unable to work due to computer issues/phone line problems or broadband outage, you are unpaid and your holiday entitlement will be reduced as well, as the company says you didn’t work the hours to accumulate the holiday hours. If you need software reinstalling such as VPN software or the companies telephone system you can wait 10 mins to two weeks for I.T to show up and do this. This downtime is unpaid. Recently if you're waiting more than two days for I.T to show up you may be paid.
• Some accounts are restricted as to applying for other roles within the business as they do not want to lose the headcount on that account thus possibly leading to not fulfilling the client's requirements.
• Not all jobs are advertised. The company says they are, but they are not. Vacancies have been filled without the job being advertised. When jobs are advertised the communication is very poor

Cons

Lot of politics involved, if you don't fit in you'll struggle. I saw plenty of staff ignored and seemed to be the only one making an effort to talk to.
Management aren't the best, there are a few great team leaders but the rest are shocking. Live Desk team leaders are just a joke. I saw one promoted within a month of being on the account, not knowing a single thing and regularly had to deal with one issuing warnings when he gets upset and tries to hand out wrong information, potentially damaging for the consumer on the phone.
Often goto advise is transfer the call to DPD's in house departments so it gets them off our queue.
Booking hours is a free for all, if you're on a call when they're released then good luck.
Hardly any time to wrap up calls, if you've had a particularly lengthy or complex one, you'd let Live Desk know you need a few minutes to type up the notes and action anything and then be thrown into a call 30 seconds later being unable to action the callers requests.
You're just a number, a cog in the system. A few weeks into working we was all put at risk of redundancy, after they'd just recruited more staff onto the contract too. Spending weeks in limbo and in various meetings, being unable to discuss it with other staff due to the threats of disciplinary action.
If you're out spoken, not in your shell and have a backbone you'll struggle. Some team leaders like to walk all over their staff and if they stand up or correct wrong doing you'll eventually get the boot.
Ongoing training is none existent.
Booking holidays is none existent too, thirty seconds into them being released they was all taken. Similar with hours booking too, meaning you could be working 0800 - 0830, 0900 - 1100, 1400-1700 - 1900-1930 as there isn't any hours available, they preach about flexibility with working from home but you won't have a social life due to the ridiculous booking system.
Security is ridiculous too, turns out the team leaders can track your every move, see your screen, your files, website history and webcam even when not on shift and logged into another user account. I found that out the hard way after leaving the job and dissecting the software myself.

Cons

Can feel secluded at times due to working from home. Otherwise, it's a bit monotonous but that's not really Sensée's fault - it's the job I guess.

Cons

You need to know it's flexible but not flexi time - but you do know a few weeks in advance.

Cons

Business managers are very unhelpful and don't respond to emails they send out, Even though on the emails they clearly state they have an 'open door policy' and if anything bothers an adviser they can be approached but guess what ???!!! They never respond ...... Not much progression opportunities and even if anything comes up the managers pick their friends and don't even bother considering candidates with real experience and qualifications.

Cons

Absolute disgrace how I was treated. They preach empathy but show absolutely none toward employees! I booked hours for the first time ever using the system. Having worked 6 days in a row and thinking that I booked the Sunday off (honest mistake if its your first time ever using the system), I was sacked. No warnings. Nothing. Does that sound empathetic?

Cons

Can be difficult to get the time off you want

Cons

Lots of up front promises that are not fulfilled. You'll be spending best part of £1,000 for the equipment so think hard before you join. The extra bonus of £1.40 per hour has so many hoops and hurdles it's impossible to earn it. They employ double what they need then cull 50%. The 5 weeks training does not prepare you for the real job. If you're an insurance company or bank stay well clear as their security and GDPR systems are flawed. All looks good from the outside but that's an illusion.