Award-Winning Customer Service
8 out of 12 of ILG’s biggest fulfilment customers have stayed with us for 5 years or more. Why? Because from day one, ‘the customer’ has been at the heart of our purpose. ILG’s award-winning, 40-strong Customer Service Team delivers customer care that is proactive, personalised and relentlessly success-driven.
Winner of the UKWA Excellence in Customer Service Award 2023
Service Geared for Growth
Our mission is to make our customers more successful. From start-up to super-brand, we’ve helped hundreds of brands to evolve and grow. The result is an instinctive customer-centric approach to everything we do. And customer service that’s perfectly tuned to the ups and downs of fast-scaling businesses.
Read our case studiesCustomer Satisfaction: How We Score
A 2023 poll of 34 of our top fulfilment customers ranked ILG highly across key service criteria:
Customer Service Talent
70% of our Customer Service staff have worked at ILG for two years or more. Many start out in front-line warehouse roles and move to Customer Service equipped with valuable, hands-on operational know-how. Together, they offer a wide pool of skills and customer knowledge to support a range of CS functions:
- Project Hypercare: supporting standalone fulfilment projects and initial go-live
- Fulfilment Account Management: coordinating orders and day-to-day queries
- Delivery Exception Management: resolving shipping or delivery queries
- Client Relationship Management: strategic support for fulfilment operations
Enhance Your Fulfilment Today with ILG
At ILG, we specialise in helping our customers grow from start-ups to super-brands. For over 30 years, we’ve been refining our approach to deliver excellent fulfilment, and our clients have always been at the core of everything we do. Our highly experienced, award-winning and well-equipped Customer Service team enables us to deliver a bespoke experience to each of our clients. So, if you’re looking to make the switch to a new fulfilment partner – or even if you’re outsourcing your fulfilment for the first time – we’d love to hear from you. Get in touch with one of our team members today to find out more.
Visit our Peak Hub for useful tips, advice and resources to help your Peak planning and execution.
Our Awards
Follow Us
🚀 Exciting times ahead! 🚀…
🚀 Exciting times ahead! 🚀 Take a sneak peek behind the scenes of our brand new, state-of-the-art warehouse on the Brackmills Industrial Estate in Northampton! We’re still in the process of adding the finishing touches, but you can already see how impressive this facility is: 📍Central UK location 📈180,000 square feet 🌍Net-carbon-zero #Fulfilment #WeAreILG #NewWarehouse
https://www.instagram.com/reel/C92av3wyLy0/
Choosing the right 3PL partner is crucial for…
Choosing the right 3PL partner is crucial for growing jewellery e-commerce brands. With the UK market set to grow by 7.8% by 2028, a reliable partner should offer high-quality, scalable fulfilment services, including personalisation, gift wrapping, and efficient returns management. 📈💍 Learn the top five things to consider when selecting your jewellery fulfilment partner on the blog in our bio! 📦✨ #Ecommerce #Jewellery #3PL #Fulfilment
https://www.instagram.com/p/C9zLPfGoLVX/
🌿 Celebrating ESG Month at ILG! 🌍…
🌿 Celebrating ESG Month at ILG! 🌍 We recently celebrated ‘ESG Month’! With sustainability being one of our core strategic pillars, engaging our staff in our journey to net-zero by 2030 is key. During June we were also highlighting social initiatives, from volunteering and charity donations to celebrating Pride. Let’s make 2024 our most impactful year yet! Read more on the link in our bio. 💚💙 #ESGMonth #Sustainability #NetZero2030 #ILG #WeAreILG #Pride2024 #Volunteer
https://www.instagram.com/p/C9j6xxLqJnT/
We are thrilled to announce that we have been…
We are thrilled to announce that we have been named a finalist for Best Logistics Solution in the 2024 @beautymatterofficial NEXT Awards. This recognition is a testament to our dedication to innovation, excellence, and leadership within the beauty industry. The BeautyMatter NEXT Awards recognise businesses that are raising the bar and defining the future from the largest multinationals to high-growth indies and from brands to suppliers NEXT creates a space to highlight everyone involved in the beauty value chain responsible for bringing brands, products, and services to life for consumers around the globe. #BMNEXT2024 #NEXTAwards #Beautylogistics #WeAreILG #Awards
https://www.instagram.com/p/C9hL8ytoRXP/
It’s just over four months until Cyber Weekend…
It’s just over four months until Cyber Weekend 2024! To get you ready, we’ve launched our Peak Hub, packed with insights and practical tips. From optimising your checkout process to enhancing delivery services and refining post-sale support, We’ve got everything you need to know on the link in our bio! #Peak2024 #BlackFriday #Fulfilment #EcommerceTips
https://www.instagram.com/p/C9ehnROIWxp/
Last month, we had the pleasure of hosting…
Last month, we had the pleasure of hosting students from Woodfield School at one of our ILG sites! 🌟 We’re passionate about partnering with local charities and schools to empower young individuals with learning difficulties and support their journey into employment. The day was packed with fun activities, a warehouse tour, and engaging discussions about the various roles and opportunities within the logistics industry. We had a wonderful time and were thrilled to hear the fantastic feedback from the school: “Thank you so much for such a lovely visit. The students have been buzzing since we saw you. They got so much from the trip and many of them have said they would love to work at ILG!” 🏢✨ #CommunitySupport #Empowerment #FutureWorkforce #ILG
https://www.instagram.com/p/C9R6FNJMB32/
To delve deeper into the fascinating world of…
To delve deeper into the fascinating world of bees, we recently held a bee workshop at Yusen Logistics Frankfurt Airport facility. Under the expert guidance of our beekeeper, Reimund Saffian, our team gained invaluable insights. Here are some key takeaways: 📚 In-Depth Bee Education: Our beekeeper explained the essential role bees play in our environment and their significant impact on human life. We learned how crucial they are for pollination and biodiversity. 📜 Historical Insights: We journeyed through the history of beekeeping, from ancient times to the present, understanding how human interaction with bees has evolved. 🐝 Bee Behaviour: It was surprising to discover how calm and gentle bees can be, yet also how they can fiercely protect their hives when necessary. 🍯 Beyond Honey: Honeybees are incredible producers of not only honey but also wax and propolis, each with its unique benefits and uses. 🛠️ Beekeeping Tools: We explored the various tools used by beekeepers for managing hives and harvesting honey, gaining a hands-on understanding of the beekeeping process. A big thank you to Alvéole and our beekeeper Reimund Saffian for making this workshop both educational and engaging. #BeekeepingWorkshop #Sustainability #UrbanBiodiversity #LocalHoney
https://www.instagram.com/p/C9PhPNlMo2J/
Battling E-Commerce Basket Abandonment in a…
Battling E-Commerce Basket Abandonment in a Zero-Tolerance Era In today’s volatile retail landscape, UK retailers are losing a staggering £34.4 billion annually to e-commerce basket abandonment – an increase of £2.9 billion on 2023. If you’re tired of missing out on potential sales revenue due to abandoned online purchases, the new 2024 Basket Abandonment Report – published by @gfsdeliver – provides essential insights and underscores the critical need to address consumer expectations head-on.
https://www.instagram.com/p/C9M8l4koVu1/
ILG was proud to be category sponsors of the…
ILG was proud to be category sponsors of the Global Player – Export Business of the Year Award at last Friday’s 2024 Sussex Chamber Awards at the DoubleTree by Hilton Brighton Metropole Hotel. The evening was a spectacular celebration of the best in Sussex business, and we were delighted to visit and learn about the global reach of so many highly successful local companies as part of the judging process. Huge congratulations to all the award winners and finalists, especially to @scarecrowgroup who were highly deserved winners of the Global Player Award. Many thanks to Sussex Chamber of Commerce for organising such an inspiring event! #WeAreILG
https://www.instagram.com/p/C88-UnIM90H/
Congratulations to ILG’s Helen Nichols, who was…
Congratulations to ILG’s Helen Nichols, who was a finalist for the Sustainability Champion Award at last week’s @everywomanuk in Transport & Logistics Awards 2024. Well done to all the amazing achievers and winners who were celebrated at the glittering event on June 27th at the Park Plaza London Riverbank Hotel. The awards were a showcase of many of the industry’s most inspiring women and we are hugely proud of Helen for her unique contribution to ILG and her well-deserved selection as an awards finalist. Huge thanks to everywoman and all other contributors and finalists for making the awards such an inspiring experience. Looking forward to 2025! #weareilg
https://www.instagram.com/p/C8688xiod4L/