Award-Winning Customer Service
8 out of 12 of ILG’s biggest fulfillment 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, personalized 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 fulfillment 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 fulfillment projects and initial go-live
- Fulfillment Account Management: coordinating orders and day-to-day queries
- Delivery Exception Management: resolving shipping or delivery queries
- Client Relationship Management: strategic support for fulfillment operations
Enhance Your Fulfillment Today with ILG
At ILG, we specialize in helping our customers grow from start-ups to super-brands. For over 30 years, we’ve been refining our approach to deliver excellent fulfillment, 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 fulfillment partner – or even if you’re outsourcing your fulfillment 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
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BIG NEWS! 🚨…
BIG NEWS! 🚨 We’re excited to announce our new partnership with @findelivers to offer 100% carbon-free deliveries! Starting from today, our customers can choose a greener way to ship, with an all-electric fleet delivering faster, eco-friendly solutions within the M25. Click the link in our bio to learn more! #Sustainability #GreenDelivery #EcoFriendly #FinLogistics
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SOLD OUT!…
SOLD OUT! This Thursday, we’re bringing together some of the beauty industry’s most influential leaders for an exclusive panel on ‘Navigating Your Growth Route’.✨ Stay tuned for all the post-panel insights – coming soon! 🎤 Did you miss out on a ticket to this Beauty Vibe event? Catch up on our top tips & apply for the next one via the link in our bio! #BeautyVibe #Growth #BeautyIndustry
https://www.instagram.com/p/DH3kDJ7NFl3/
SOLD OUT!…
SOLD OUT! This Thursday, we’re bringing together some of the beauty industry’s most influential leaders for an exclusive panel on The Power of Meaningful Brand Purpose.✨ Stay tuned for all the post-panel insights – coming soon! 🎤 Did you miss out on a ticket to this Beauty Vibe event? Catch up on our top tips & apply for the next one via the link in our bio! #BeautyVibe #PowerOfPurpose
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In today’s competitive e-commerce landscape,…
In today’s competitive e-commerce landscape, offering a seamless delivery experience is key to keeping customers engaged and reducing abandoned baskets.🛒 👉Here’s our guide for practical tips on optimising your checkout process and reducing basket abandonment in 2025. #EcommerceInsights #BasketAbandonment #CustomerExperience
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We’re thrilled to have been awarded the…
We’re thrilled to have been awarded the Environmental Culture Award at the Gatwick Diamond Business Awards last week. 🌿 This recognition highlights our ongoing commitment to sustainability, and we’re proud to contribute to a greener future. A huge thank you GDBA for hosting such an amazing evening and well done to all the winners and nominees! 👏🌍 Read more in our latest blog – link in bio! #GatwickDiamondBusinessAwards #EnvironmentalCulture #Sustainability #MakingADifference
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We’re busy personalising gifts for our clients…
We’re busy personalising gifts for our clients ahead of Mother’s Day this weekend! 💐 Our team is working hard behind the scenes to ensure that every special gift arrives on time, beautifully gift-wrapped, and personalised to order.💐💗 🎁 #MothersDay #PersonalisedGifts #ILGLogistics #GiftDelivery #ValueAddServices
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UK retailers are losing £34.4 billion annually to…
UK retailers are losing £34.4 billion annually to e-commerce basket abandonment. 🛒 Did you know? 🛍️27% of online baskets are abandoned due to poor delivery options 💡51% of shoppers value delivery choice over cost 🚚80% would pay extra for premium delivery Partnering with the right fulfilment experts can help meet rising consumer expectations and reduce abandoned carts. Read more in our latest blog – link in bio. #Ecommerce #BasketAbandonment #DeliveryMatters
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Today is Global Recycling Day! ♻️…
Today is Global Recycling Day! ♻️ At ILG, sustainability is at the heart of our operations. Throughout 2024, we made a real impact and we’re proud to do our part in creating a more sustainable supply chain.🌍 #GlobalRecyclingDay #SustainableFulfilment #RecyclingMatters
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“ILG are excellent operators and highly responsive…
“ILG are excellent operators and highly responsive to our needs, across both e-commerce and retail channels. From the first moment of onboarding, they have shown an exceptional ability to deliver for us. The whole experience has been so professional and well executed. I can’t tell you how happy I am with them!” – 💬 Steve Levine, COO of Jones Road Beauty Your customers shop online, in-store, and everywhere in between – shouldn’t your fulfilment do the same? Discover how ILG’s omnichannel fulfilment keeps brands ahead in a fast-moving retail world, on the link in our bio! #OmnichannelFulfilment #Fulfilment #OnePartnerAllChannels
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Our team had an amazing time last week at the CEW…
Our team had an amazing time last week at the CEW Product Demonstration event in London! 🎉 As the fulfilment and delivery partner of the CEW Beauty Awards, this annual event is always a highlight. We connected with many inspiring beauty brands, showcased our beautifully presented client stock, and handed out some sweet treats (who doesn’t love a Tony’s Chocolonely bar?! 🍫). Swipe for highlights from our stand and team – thanks to everyone who stopped by! See you at the awards! 🏆💖
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