support worker

shop manager

deputy manager

relief worker

registered manager

Sense

Charity retail can be great work: no two days are the same because the stock you receive is so unique and individual. Volunteers are unpaid so their motivations are different from regular staff, and you can meet lots of interesting, exciting and passionate people on both sides of the counter. I was really excited to have a role where I could work across different branches.

But Sense is plagued with issues. The most obvious one is that they want to attract new, younger, and fresh faces into their store teams, in both management and volunteer roles. But as an organisation they don't seem to understand why that would be a good thing. The company is fiercely attached to routine and its internal traditions, and the idea that things could be done differently with more efficiency is met with strong resistance. It was one of the most depressing roles I've ever had, because some of the solutions to problems seemed really obvious coming in as an outsider, but the culture is so static that it seemed a pointless task to push for change.

The training could definitely be much more thorough. As they're a charity organisation I understand their reluctance to spend money unnecessarily, but Sense seems hesitant to invest in people, and if you feel unqualified and untrained then you'll be far less motivated to stick around.

The fact they struggle to attract and retain volunteers is a massive issue. I had shifts where I was the only person in the store from 9am until 4.30pm, eating a hurried lunch by the stockroom door interrupted by donations and till transactions. Not a great experience in terms of stress levels, or H&S compliance. 

Some volunteers are, simply put, rude. Managing volunteers is a difficult challenge due to their motivations being different and their obligations being lacking, but I'm dubious about the merits of having staff who are abrasive and rigid. I felt like wherever I went I was met with hostility and disinterest, and in some cases I had volunteers actively undo work that I had proof was making a positive difference in store because they simply "didn't like it."

Standards across stores and managers vary greatly. I would never dream of leaving a stockroom in the state that other managers would leave for me, and it's utterly dispiriting to arrive for a shift to find piles of clothes stacked metres high with not even a note to explain what's to be done with them.

One branch had a manager who was keeping gollywogs by the computer and left a note explicitly asking them to not be moved. After a few shifts I had to put them in a drawer, as I do not want to see racist dolls sat looking at me while I do the paperwork.

Another branch had some amazing volunteers, including a woman who knew the job better than I ever could. I encouraged her to make some commercial decisions independently such as dressing a window, changing displays, etc which really worked, and I was so happy to see her intuition for her customer base pay off with big sales. But she was later told that she wasn't to do any of that, and I've never felt someone so defeated simply by coming into their workplace. 

One particular branch, on a high street competing with other charity retailers, was told by Head Office to actively keep the shop having a "jumble sale feel" and look a bit ramshackle and dishevelled, despite all the nearby stores feeling premium. I would be so disappointed if I donated stock to a charity shop and then saw it languishing in the corner, piled high with no love and effort given to it, and as a consumer I would be actively put off by it. It felt like an act of contempt and disrespect to the volunteers, the shoppers and those who donated: they didn't want to afford any sense of efffort or gratitude. It was really demotivating to make changes in a store and see the stock sell quickly and bring money in, only to find that an Area Manager would rather have the place treated like a dumping ground for substandard stock.

Sense do amazing work, and it feels really essential in today's climate. I wouldn't want to completely dissuade anyone from working there as a volunteer or a paid staff member. But I think you would have to be realistic about what this role would entail, and for me it simply felt like my ambitions and goals for the stores were higher than what they were prepared to allow me to do, and that was such a miserable and thankless experience that I couldn't possibly stay for any substantial duration. If you're looking for a comfortable role where you're happy to remain detached, this is probably fine. But if you really want to make a difference, you'll find the culture too stifling and frustrating.

What is the best part of working at the company?
I am writing to apply for the Support Worker position within your organisation. I am a dedicated and compassionate support worker with over two years of experience providing person-centred care to individuals with varying needs, including learning disabilities, mental health needs, and limited mobility.

In my previous roles, I have supported individuals with daily living activities, personal care, medication support, meal preparation, and maintaining a safe and clean environment. I am confident in carrying out environmental checks, monitoring fluid and nutrition intake, documenting care notes accurately, and responding calmly to behaviours that may challenge. I always promote dignity, independence, and choice while ensuring individuals feel safe, respected, and supported.

I work well both independently and as part of a team, communicate effectively with colleagues and professionals, and follow care plans and risk assessments carefully. I remain calm under pressure and use reassurance and a low, supportive tone when individuals are anxious or unsettled. I understand the importance of safeguarding, confidentiality, and maintaining professional boundaries at all times.

I am passionate about making a positive difference in people’s lives and am keen to continue developing my skills within a supportive and values-driven organisation. I would welcome the opportunity to contribute my experience, commitment, and strong work ethic to your team.

Thank you for considering my application. I look forward to the opportunity to discuss my suitability for this role further.

What is the most stressful part about working at the company?
The most stressful part of working at the company can be managing high workloads during busy shifts, especially when supporting individuals with complex needs. However, I manage this by staying organised, following care plans, communicating clearly with colleagues, and remaining calm and person-centred. I see these moments as opportunities to develop resilience, teamwork, and problem-solving skills.

What is the work environment and culture like at the company?
The work environment is supportive, respectful, and team-focused. Staff are encouraged to work collaboratively, communicate openly, and provide person-centred care that reflects the company’s values. The culture promotes professionalism, learning, and mutual support, helping staff feel valued while delivering high-quality care.

What is a typical day like for you at the company?
A typical day involves supporting individuals with their daily routines while promoting independence and dignity. This includes assisting with personal care where required, supporting medication routines, preparing meals, encouraging hydration, carrying out environmental checks, and maintaining accurate care records. Throughout the day, I provide emotional reassurance, follow care plans and risk assessments, and work closely with colleagues to ensure the individuals are safe, comfortable, and well

The only positives of the workplace are working with those you support, and the staff who work as a team amongst you. 

Management and team leaders are clueless, lacking people skills and any knowledge of running a day centre. Their main priorities are ticking boxes for HR, and money. "Do as I say, not as I do". That's the attitude you get, they do as they please and do not lead by example. And if you dare speak out, prepare to be repremanded. And they do stick together. If you ever have a concern or issue with management, a 'seperate' centre manager will intervene. Unfortunately. So whatever you say can be nipped in the bud, shoved under the carpet and forgotten. Next thing you know they'll return to their cuppa and a smoking break together.

The experience of myself and others is that we are constantly and consistently understaffed, overworked and pushed to our absolute limits. The dedicated and hardworking unfortunately not valued, thus a skeleton of staff are left behind.
Receiving rotas three days before they start, staff being pushed to sickness and witnessing bullying in the workplace. 

The hardest parts for me were;
1. Having to explain to parents and guardians why those we support spend everyday inside the centre with hardly any staff. 
2. Watching important safeguarding matters being pushed to the side and having to do my absolute best in quite frankly diabolical conditions.
3. Being classed as experts in helping those with complex disabilities and those who are deafblind. As well as a charity with plenty of multisensory technology and knowledge, and helping people fill their potential. The resources are sparse, dated and far from what they advertise. And sadly, a lot of time is spent sitting. 
4. I always stuck to my own standards, as a dedicated and hardworking team member. And I did try my hardest to make management happy, but there was no appreciation for staff. You were very lucky to receive a thank you. Throughout my time I remained hardworking, doing my best for individuals I supported and for the team. I worked my socks off at times but there wasn't any acknowledgement of that. The only people that cared were my fellow team members. And they often said I was too good for the place. A thank you would have meant a lot. 
5. Those who want to grow and flourish in the company are not encouraged or wanted. British Sign Language is no longer something they are interested in you studying and care qualifications are not of management's interests. It would have been brilliant to have felt valued, wanted and workplace growth to have been encouraged. But they made sure I understood that I had my place and that was adequate enough.

And  lastly, the 'I Statements'? Well you won't be listened to, respect doesn't exist and there's plenty of decisions made about you without you.

I work for sense for 11 years and in this time I have witness and see things that I should not have.
As a staff member training in the later years was left to e-learning which was inadiquite .
In house training that was locally giver (manual handling and such like ) was deviled by local manager who would rather chat about their weekend and general goss than deliver the taring, managers the knew very little about the subject.
very rarely was any taring given on how to correctly use a hoist sling.
new starters where put onto manual handling refresher courses, leaving them with know idea.
Staff are bombarded with rules ,policy and procedures which local managers will use and flaunt which ever suite them eg ;staff are not allowed to do their own personnel shopping in the firms time, but often manager and assistant managers are seen up town when they are meant to be at the bank doing their house shop for the week.
One of the the main duties of a staff member is to give personnel care to the deaf blind people but Sense does not give their staff training on this subject , I have never seen a female staff member who has know how to wash a male properly or if they has done so.
Quite often new staff will be sent to the resource center to work with students they do not know and are not given any time to read the students profile before they are required to work with them some students with behavior issues.
the new staff are unfairly treated as recently Sense have decreased the new starters wage ,so new staff will be expected to do them same role as the others staff, com-pleat their training but on far lower wage.
Sense are employing younger staff these days so as the do not have to pay the UK minimum wage for over 25's.
the student are charged a lot of money to live at sense and often promised a lot but these promises are quickly broker and students often left stuck in the house due to poor staffing levels.

A typical day included a bit of everything; it usually started with unpacking and pricing new stock, then I would be behind the till for most of the day. While at the till I would dress mannequins when it was quiet and I would answer customer queries, tidy and clean. While another worker was behind the till I would rotate stock and hoover.

While there I gained skills in comunication as I was quiet and shy before starting there. I gained confidence and learned how to keep control in difficult situations involving angry customers. I became more independant as I grew to know the shop and quickly learned what needed to be done and when so that I didn't have to ask/be told.

I loved the feeling of being busy all day; the buzz of the action of work, even when I wasn't actually moving much, but working in one spot. The shop ran very smoothly and with a feeling of ease even when there were problems. I don't remember my boss ever shouting, a quick talk was all that was needed to correct anything that was being done wrong, nobody ever talked back they just changed what they were doing.

My co-workers were all very different; some were quiet and just worked away while others were talkative and laughed as they worked. We were all on good terms even the ones who didn't speak much, it was a nice environment.

The hardest part of the job for me was the roudy customers who didn't like things the way they were and would make a fuss. At first I didn't know how to react but with time I learned how to respond and if they continued to go and get a 'higher up' member of staff who was more experienced with such customers.

The most enjoyable part of the job was stock rotation as I enjoyed the fast pace, the fact that though I wasn't alone I was independant, and helping customers who had queries.

Expected to lone work every day with zero proper training but you’re expected to do everything perfectly and do 10 people’s jobs on minimum wage. The only training you get is generic e learning which to be honest is useless for the actual job itself. You are expected to do everything without proper training and they deem that perfectly acceptable. 
No support or understanding from management. All they care about is you making the money. Money money money.
You’re expected to take the banking every day which you’re not paid to do as you’re only paid until the shop closes - you are not paid to cash up or take to the bank.So whilst you ‘finish’ at 5, you won’t get home anywhere near it. 
Complete lack of support for mental health, physical health, training or wellbeing - do not apply for a retail role at Sense as you will be disappointed.
Extremely difficult to book holidays or have time off for sickness as you lone work and there is never anyone to cover and you can’t close the shop. So you feel forced to go in even when you’re really sick. Even when you’re off, you still get contacted - sometimes even to cover other people’s shops. Absolute joke.

On top of this they pay you absolute minimum they have to - even for a managers role. Ridiculous. 
I would rather wipe people’s behinds for the rest of my life than work for Sense ever again. 

Sense is a  fundraising charity that supports individuals with learning disabilities and complex needs, where they raise money to help them with daily activities that they  are not able to do themselves and to also live independent lives. When working there I learnt how to use the steamer, how to use the till, hang clothes, selling raffle tickets, and communication when speaking to  customers and helping them. This management skill is important to use when working because it allows the company to be productive and operate effectively as they would know how to use language when speaking to customers in a way that they are able to understand what they are saying.

The most enjoyable part of the job is steaming, and fundraising where I raise money for the charity to help support individuals with complex needs and learning disabilities; I also encourage people to help out and donate their offering to the charity as a way of helping individuals. On the other hand, the hardest part of the job is putting clothes out as sometimes there can be an overload where I have to try and use time management and do everything all at once then do other tasks.

Overall the charity is good and aims to support individuals and give them the help they need in order to cope with their complex needs and learning disability so they are able to take part in the things they enjoy and daily activities they like doing.

I have worked for sense for 15+ years in various roles. I enjoy supporting the individuals to carry out day to day living and activities. I have supported individuals to carry out many activities and attend holidays. Support worker roles include carrying out personal care. Privacy, dignity and respect for wishes are of high importance and carried out effectively. The manager in the service has always been supportive and always does her best to support her staff no matter how small the issue is. The individuals are a pleasure to support and the role is very rewarding when we see them achieve their goals. I have had the opportunity to complete several NVQ’s and been supported throughout. The training program is good and specific to the individuals needs. Over the years the training program has changed to more online based training. Which I feel is not as good as classroom and hands on learning however the content of the online modules is relevant and informative. 

The pay could be a little better for the roles carried out. However I enjoy my job and am satisfied with my career progression within the company. I care for the individuals we support and the most rewarding part of the job is the happiness, smiles and positive outcomes from goals and aspirations achieved by the individuals.

What is the best part of working at the company?
Spending time with the clients

What is the most stressful part about working at the company?
Poor management, negative work culture resulting in cliques and bullying. Management are not good at multi-agency working and communication is poor. Staff are frequently put under high amounts of pressure and expected to complete roles management should due to unreliability of management. A lot of the sessions with clients were more beneficial for the staff (cutting, sticking exercises etc). Staff spend most of their time gossiping about one another or their inappropriate work get togethers in clubs etc in front of the clients.

What is the work environment and culture like at the company?
negative work culture resulting in cliques and bullying etc. Staff afraid to speak up to the management. Placing workers with poor mental health under high duress because the worker was scared to refuse.

What is a typical day like for you at the company?
Lots of fun engaging with the clients and assisting with their needs. Incredibly poor communication and team working due to the cliques and hierarchy working here. If you do not join in on the gossiping and talking ill of other staff members then you are cast out and treated horrendously.

My day starts around 9 where I welcome the students in to the day centre doing a process we call meet and greet, where we greet the student and take whatever bags and coats they may have with them and then communicate to them what they have been doing the night before what they want to do today.
I have learned so much from working with the students within the day centre mostly about the sheer amount of ways in which to communicate with a person through sign language, objects of reference, deafblind manual, hands on signing, body gestures and pictures.
My management at present are not the most supportive and often get way laid by other things that aren't as important as the matter in hand at the time.
My co-workers are very supportive and enjoyable to work with. They always lend a hand when it asked and are brilliant at working as a team especially when staff is short and a heavier work load is put on us all.
The hardest part of my job is definitely getting to know all the people that you work with as this can be so many at the same time with around 34 students and 37 members of staff in the same building at any one time. However this is also the most rewarding part of my job as when you get to know everyone you are able to start building relationships with others and that is the best bit.

Top Job Titles	Average salary
Support worker 721 salaries reported	£12.91 per hour
Shop manager 131 salaries reported	£12.64 per hour
Deputy manager 29 salaries reported	£29,632 per year
Relief worker 112 salaries reported	£12.73 per hour
Registered manager 19 salaries reported	£36,147 per year

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