Trueshopping Limited ( are an online department store that offers a superb range of home and garden products to worldwide consumers. Based in Burnley, Lancashire, they employ 200+ employees who work tirelessly to ensure that Trueshopping have a huge choice of home improvement products at the best possible prices to fulfil their mission which is to “help everyone afford luxury” Trueshopping has experienced significant and rapid growth, employing just 30 employees 5 years ago, it now employs over 200 employees in the fields of sales and marketing, customer experience, IT, warehousing, logistics and finance.

The Issue:

5 years ago the business plan was clear and it involved significant growth within the market of e-commerce. To support this vision, Trueshopping needed a HR solution which was flexible, responsive and had the capacity to grow with it - they were looking for a HR partner in the true sense of the word rather than a remote “legal” helpline for Managers to call and take advice. Choosing not to have a dedicated HR professional on site, they wanted a solution which allowed them to request site visits as and when required to deal with the more reactive HR issues which naturally crop up in a business of this size and shape. What was also important to them was the more proactive side to HR – with plans to grow its workforce significantly and the challenging location, its quest was to become the “local employer of choice” and to develop a strategy to not just recruit highly talented individual’s but also “grow their own” management team. Above all, they wanted a genuinely happy, motivated and engaged workforce as this was seen as key to the Company’s success.

The Solution:

As we do with many of our clients, created a HR service which was as unique as Trueshopping are. We were clear from the outset that the service would go through several iterations over the years as the business grew and we have always tried to be one step ahead of the game when reviewing and re-proposing the HR solution that fits their ever growing needs. Upon starting, Trueshopping were in need of a full re-issue of contracts of employment and the introduction of an Employee Handbook and they contacted us with HR queries as and when they arose. With a steady increase in employee numbers came a natural increase in HR issues and we soon built in monthly site visits to start a proactive campaign of supporting and coaching Managers. As a management team was formed, it became clear that Line Leaders who had been promoted internally were struggling to make the transition from shopfloor to management and the very first 10 step programme for first line managers was delivered with great success. The frequency of site visits grew and there became a requirement for more strategic HR involvement to support the board.

Today the service is a full outsourced HR service which involves the following;

  • HR Partner on site weekly to support Senior Managers and Board with HR strategy
  • HR Advisor on site two days a week to support Managers and Employees with operational HR issues
  • An annual Employee Attitude Survey
  • An annual review and update of the Employee Handbook
  • An annual HR presentation to all Employees
  • 2 x 10 Step Programmes for First Line Managers (Annually)
  • Ad-hoc support as and when required and to support projects


We have had a vast number of successes during the previous 5 years at Trueshopping.

One overriding outcome has been the professional, effective and sensitive handling of a number of complex HR issues alongside a 100% clean employment tribunal record – reducing potential litigation risks and costs significantly.

We are also very proud of the positive impact the implementation of some of our recent HR projects have had on the culture and reputation of Trueshopping as demonstrated in the improved results in this year’s Employee Attitude Survey. This has had a direct impact on employee retention rates and on enticing and retaining talent within the business.


“Jayne and Sharon have been a great help to us since we contracted with them; I would have no hesitation in recommending HR”


Pete Lilley – Managing Directors, Trueshopping Limited