Customer Support Officer - CLOSED

Exec PA + Project Assistant - CLOSED

Current vacancies

Exec PA/Project Asst

How to apply:
Tips for applicants
Increase your chances of success by following these general tips [ More ]

Become a dealer
Work for Digital Mail by reselling our product portfolio, and earning a healthy commission in the process [ Sign up ]

How to apply, and tips for successful applications

How to find us

Address & Map

Digital Mail Ltd
70-74 City Road
London
EC1Y 2BJ

[ see map ]

Full contact details

Address

Digital Mail Ltd
70-74 City Road
London
EC1Y 2BJ
[ see map ]

T: +44 (0)20 7060 2000
F: +44 (0)20 7060 2001

Careers

Current vacancies

Exec PA/Proj Asst POSITION FILLED

How to apply:
Tips for applicants
Increase your chances of success by following these general tips [ More ]

Become a dealer
Work for Digital Mail by reselling our product portfolio, and earning a healthy commission in the process [ Sign up ]

Corporate information

Corporate data

Head office
Digital Mail Ltd
70-74 City Road
London
EC1Y 2BJ
[ see map ]
[ how to find us ]

T: +44 (0)20 7060 2000
F: +44 (0)20 7060 2001
E:

Additional emails
A full range of corporate email addresses can be found here.

Accountants
Dickinsons
Rickmansworth
Hertfordshire

Bankers
HSBC
London Bridge
London

Company registration
Company reg. London no. 266 1078

Developing next generation telecoms

Making connections: our network and carriers

Partners sought

Digital Mail Ltd is currently looking to expand internationally, and invites approaches by potential partners from outside the UK.

In particular, we are seeking partners which can offer one or more of the following:

• Number ranges
• Switch partitions
• Outbound call services

If you think your company fulfils these criteria and is interested in developing a constructive business relationship, please email us.

Constructive reseller partnerships

Dealer signup

See it work
To find out more about the rewards of becoming a dealer, and how you can offer DML's advanced portfolio to your customers, visit our dealer signup .

Signing up is free, and gives full access to dmClub's dealer portal, which includes news, advice, marketing collateral and a monthly dealer newsletter.

Making advanced telecoms easy

Innovative, market-focused telecoms

DML Briefing

Employment @ DML 

Sep08: No current vacancies. 

New Product Launch
Jul08: DML releases new range of products and tariffs including VoIP divert.

Contact information
Full contact details

Corporate background
History and ethics

Package

  • £18,000 - £22,000 PA
  • Spacious pleasant offices
  • 4 weeks annual leave
  • Quarterly bonus scheme

About Us

DML are an established & profitable telecommunications company with a mature product line. We are half way through releasing our first collection of products for 2008, and are working hard on the rest of the collection, while also laying the foundation for our next collections.  We need 2 new team members.

About You

  • Mature, methodical & reliable
  • Good Communicator and a team Player
  • Customer focused and able to make decisions
  • Be able to commit to this position for a minimum of 12 months

About the Job

  • Customer Support Officer who represents the company by being the first point of contact for customers
  • Answering incoming customer telephone calls and replying to customer queries by e-mail
  • Resolving and advising on technical problems
  • Using an internal helpdesk system
  • Taking payments for purchased services and ensuring customers make valid payments
  • Exploring the range of products specific to customers requirements and making recommendations
  • Testing of new products (e.g. VOIP Handsets and Servers, Internet Services, Internet systems)

Skills / Experience

1. Essential

  • Customer Service experience with excellent telephone manner
  • Very strong PC skills in Microsoft Office: Word & Excel (You can use stylesheets and create formulae)
  • Good email, instant messaging and web knowledge

2. Desirable

  • Experience in the telecommunications industry
  • HTML editing experience
  • VOIP experience
  • Online community experience

IMPORTANT

  • You must have a valid work permit / visa
  • English must be your first language, you must speak English fluently.

How to apply for the job

Please e-mail us your CV and covering letter indicating:

1. Your previous helpdesk / customer support experience and why you think you would be suitable for this job.
2. Your availability and salary expectation range

Please send replies to: with the subject line "dmClubOfficer-Feb08"

PLEASE DO READ THE ABOVE INSTRUCTIONS CAREFULLY, THE COVERING LETTER IS IMPORTANT!

Our enrolment procedure

1. Analyse applicants, CVs and letters
2. Short telemeeting (15-30mins)
3. Face-to-face interview (2hrs)
4. Offer

How NOT to apply for the job

Emailing your CV with a standard covering letter and failing to answer our specific questions is a great way NOT to get the job!

If you haven’t heard from us within 2 weeks after sending your CV, your application wasn’t successful.
STRICTLY NO AGENCIES AND NO PHONE CALLS.

Digital Mail Limited is a rapidly growing telecommunications operator situated in the City, Old Street.

DML have bright people who have a list of innovated ground breaking projects to take us into new areas. The challenge is to manage them very professionally. 

We are looking for a highly organised individual to assist the Managing Director in planning, controlling, analysing and completing essential company projects (these cover all departments i.e. corporate, products, network and distribution).

This position is ideal for an experienced Project Assistant/PA who wants to progress his / her career path up the management chain (leading to General /Project Management)   

For more information visit www.digitalmail.com

 

About you:-

·          Got about as far as you can go in PA

·          A highly systematic person

·          Want a new challenge and a path to middle management

·          You don’t handle problems, you avoid them in the first place

·          Good at controlling and setting up systems to avoid chaos

·          Results are what it’s about

·          Power computer user with Word & Excel (formulae/functions/formatting/templates)

 

About the job:-

·          The career path:

-         Increasing responsibility, as you gain knowledge and proficiency

-         Management of external contractor projects

-         Creation of improved systems

-         Significant role in a small company with an extended partner base

·          How the job will start:

·          50% Project Management Assistance:

-         Planning

-         Knowledge management (computer and physical filing)

-         Risk management (what are things more likely to go wrong, how can we manage their impact)

-         Tracking (progress and costing), including timesheets and signed off test results

-         Meetings, assessment & plan-revision

-         High level management reporting

·          40% PA for the MD:

-         Diary management

-         Filing

-         Commercial research

·          10% Cover for HR, OffMan and Accounting

-         Staff Attendance/holiday/sick leave

-         Office environment, recreation and supplies

-         Daily bank checks, purchase management

 

IMPORTANT:  

·        You MUST legally eligible to work in the United Kingdom or have a valid work permit/visa (at least 12months remaining)

·        You must be able to commit to this position for a minimum of 12 months

·        YOUR MUST SPEAK FLUENT ENGLISH – TOTALLY FLUENT

 

TO APPLY:

For a full description of the job and instructions on how to apply, please log onto our website at: http://www.digitalmail.com/executive_pa_project_assistant or e-mail:

 

TIP: Please confirm in the first line of your email whether you have read the application instructions – this will be of advantage to you.

 

If you haven’t heard from us within 2 weeks after sending your CV, your application was not successful.

STRICTLY NO AGENCIES AND NO PHONE CALLS PLEASE.

These tips are intended to increase your chances of making a successful application, and give you some idea of what we like to see on CV's, but should not be 'taken as gospel'.

How to apply

To apply for a given job email your covering letter (together with your CV as an attachment) to , quoting the job title as the subject of the email.

The content of your email should cover:

  • Where you heard about the vacancy
  • Why you are interested in the job
  • Why you think you are suited to the job
  • Anything of special interest, in addition to your CV
  • Your entitlement to work in the UK, if you are not an EU national
  • Your availability. How soon can you start?
  • Salary expectations (if any)
  • How you would like us to contact you.

What we like to see on someone's CV

Here are a few general tips on how to make a good impression with your CV. Don't worry too much if your CV does not completely conform to our preferred format, and certainly don't hesitate to apply for a job if you think it's the job for you.

  • Your 'working history' should contain no unexplained gaps, and cover your time from age 18 onwards. If you were unemployed, traveling for a year, or went back to full-time education please say so.
  • Times should be given to the nearest month, eg. May02 - Aug03.
  • For each job, please state the company name, location, industry sector, and job title.
  • Why you moved jobs, and how each move helped you with your career.

  • Remember that there is a difference between portraying your experiences and abilities in a positive light, and downright exaggeration. The latter is often easy to see through!

Digital Mail Limited's modern, airy offices are located in The City, on City Road, just south of Old Street roundabout. You will visit us at numbers 70-74, behind the white stucco-fronted first-floor of our building on the corner of City Road and Featherstone Street. The entrance is at 74 City Road, where you will see the 'Digital Mail' buzzer (more or less opposite The Angel public house).

Coming | by car | by taxi | by tube | by bus | deliveries

CityRoad_70-74_1Coming by car

If you are coming by car, please bear in mind that the parking wardens who patrol these streets are both strict and over-conscientious! We are just inside the congestion charge zone (but within easy walking distance of its boundary).

Parking: There are good car parking facilities to the north-east of Old Street roundabout, which have the benefit of being outside the congestion charge zone.

Occasionally we can arrange for parking in the basement car park beneath our office building, but this facility is available by prior arrangement only. The entrance to the office car park is on Featherstone Street, at the City Road end.

Coming by taxi

Ask your driver to take you to the corner of Featherstone Street and City Road, to the south of Old St. roundabout. Walk north towards the roundabout, to find the entrance to our offices, which are less than 15m away.

 

Old_St_Roundabout_1Coming by tube

Old Street tube station is just two minutes walk from our offices. On reaching Old St. take exit 5, which will lead you onto City Road, on the right side of the street to easily reach us. Walk straight on and you will find the entrance to our offices at number 74, the second doorway on your right after passing 'Benugo'.

Moorgate and Liverpool St. are both within 15 minutes walking distance.

Coming by bus

Old Street roundabout is an easily recognisable stop on the many bus routes along Old Street and City Road. These include the 43, 55, 76, 141, 205, 214 and 243.

Parking restrictions for deliveries

  • The Single Yellow Line on the north side of Featherstone Street can be used for unloading goods.
  • Unloading should take no more than 20 minutes.
  • Delivery vehicles should not be left unattended for more than 5 minutes at a time.
  • If a ticket is issued in error, you should be able to claim back any fine, and have the ticket annulled.
  • We can advise you on how to go about making a complaint, and will supply you with a copy of the delivery note.

Send a letter detailing the times and explaining the circumstances to:

Parking Services
222 Upper Street
London N1 2UD

More details can be found here

Digital Mail welcomes comments and questions.

We are always open to talking about possible partnerships, strategic alliances and ad hoc projects; after all, our business ethos is founded on growth through cooperation.

Email addresses

We have a range of dedicated email addresses.

 

Department Use if you... Email Address
Technical support are experiencing problems with your existing service (try our on line help www.dmclub.net/dmnotes first)
Customer Sales would like to purchase or upgrade our products
Billing have a query regarding a bill you have received
Dealer Support are an existing VirtOp and need assistance
Overseas Dealer are outside the UK but would like to register interest
Newsletter would like to subscribe to our customer newsletter
Web Site have a problem or suggestion concerning this site
Public Relations are a member of the media wanting information
Corporate Affairs are a potential investor, have legal or financial issues
Development have any suggestions about improving our products
Jobs are applying for a job with Digital Mail
Purchasing are selling hardware, software or advertising to us
Various all other queries

Digital Mail are currently looking for a Executive PA/Project Assistant. £20,000 - £28,000 per annum. POSITION FILLED

Success depends on talented people. Digital Mail recognise the central role talented people play in our success, and as we grow we are keen to attract individuals who will complement and advance our company goals: to provide best-of-breed, well-supported telecoms solutions at competitive prices, while expanding our market share.

To succeed with us you must be able to tackle challenges head-on, and focus on results. We're looking for people who:

• Are mature but not humourless
• Clearly communicate within the team
• But are able to use initiative
• Think independently and innovatively
• But agree goals with the team before pursuing them
• Work with others efficiently and take responsibility for results
• Develop trust through integrity, responsibility and reliability.

What Digital Mail has to offer

Digital Mail is successful as a result of partnership and focus, in a culture where everybody's ideas are valuable. As such, Digital Mail encourages team members to enjoy broader and more responsible roles than most employers. We're flexible, open-minded and results-orientated, and are often prepared to take into account employees' views to develop mutually beneficial working arrangements.

Digital Mail is prepared to support ongoing education and accommodate long-term goals in return for attracting honest and reliable staff. At Digital Mail everyone is an individual.

Salaries are subject to annual review and positive performance is rewarded through our employee bonus scheme.

How to apply: some general tips

Make a good impression. For details of how to apply, and to increase your chances of success take a look at these general tips for applicants.

Digital Mail Limited was founded in 1991, and in 1994 became the first telecoms company to offer a public unified messaging service. Innovation remained our hallmark throughout the 1990's, but it's our user-focus and market orientation that really sets us apart from the competition.

Fiscal prudence saw us survive the dot com bubble unscathed: we prospered by building genuinely useful services at affordable prices, and by concentrating on operational efficiency.

A firm belief in growth through constructive partnership permeates Digital Mail's culture, and in 1999 inspired the launch of dmClub — the brand neutral front-end that gives consumers and resellers alike access to the full power of our product portfolio.

Business ethics

Digital Mail aims to deliver high quality services that are clearly focused and product based. Our approach to customers is built on a foundation of transparency, accessibility, honesty, and professional pride: if a customer has a question or complaint they will find Digital Mail reasonable and easy to talk to.

We are not afraid to charge competitive but sustainable prices for our products, and our business is essentially cash based.

How to sell to us

Digital Mail values its suppliers and welcomes approaches from companies with similar business ethics, especially when it comes to transparency and reliability. If you want to tender for business, have a proposition, or would like to become an approved supplier, email Digital Mail on

Investment information

Digital Mail is profitable, expanding, and cash positive. We are in the process of repaying investors, and are not seeking additional capital as our current revenue stream is sufficient for growth. In the financial year 2003-2004, Digital Mail's turnover grew by 108%, and, through diligently serving partners and customers, in the future we expect strong growth to continue.

The new millennium marked the debut of dmGenX, the next generation, web-integrated communications platform that powers our communications solutions, and ensures their mutual inter-compatibility.

Our mesh of dmGenX hubs combines e-commerce (online sign-up) with a series of modular telecoms products and associated web-based controls. It supports an expanding range of advanced inbound and outbound call services, and forms the core around which future product development is focused.

A ground-breaking track record

dmGenX capitalises on the strengths of previous world firsts: 1995 saw the introduction of the first generation of Personal Digital Numbers; 1997, the introduction of Personal Numbers with free real-time divert and smart-hunting facilities; and 1998, the development of Unified Messaging numbers combining the power of voice, fax, voicemail, SMS and email. Over the last 5 years, Digital Mail has an average growth rate of 56% per year.

Our product portfolio

Our products currently fall into four families, which can be combined to produce uniquely powerful, business-focused communications solutions. Digital Mail gives customers more choice than any other company: pick a number, then add a set of services. dmClub will be happy to advise customers on number choice, and are experts at combining products to create individually tailored solutions.

dmNumbers: Powerful inbound call processing

DML offer an extensive choice of UK phone numbers, including freephone, local and national rate numbers, central London numbers, all local area codes and personal numbers, in both standard and memorable 'gold number' variants.

Because dmGenX is both modular and flexible, any number, once allocated, can be used as either a fax, voice or 'switchboard' number; and our voice and switchboard numbers can be combined in turn with other advanced communications products, including dmAllTalk, dmCalls and dmAnswers.

dmVoice_32dmVoice supports a variety of invaluable features, including call-hunting and unified messaging (voicemail-to-email message forwarding – with messages delivered in mp3 format – and message notification via SMS). Worldwide call forwarding is available for a select subset of dmVoice numbers, making them perfect for international travellers. [ Learn more ]

dmFax_32dmFax allows customers to receive faxes without a fax machine. Faxes are delivered by email in a format of their choice (TIFF, PDF, etc), and a full set of records are available online, through the dmFax web control panel. [ Learn more ]

dmSwitchboard_32dmSwitchboard puts the power of a professional switchboard at any company's fingertips, and supports advanced features such as IVR scripts, multi-department call routing, mid-call transfers, and 'team divert' (the definition of call-handling teams). [ Try it ]

 'AllTalk' easy conference calling

dmAllTalk is our economic, easy-to-use call conferencing solution. Book a 'conference room' by phone in a matter of minutes, then invite the participants. With dmAllTalk, users can have a conference call up-and-running in under a minute – the service being charged to their standard bill. [ Try it ]

Outbound services

dmCalls is Digital Mail's advanced outbound solution. It supports speed-dialing and voice-activated dialing, and by giving customers the option of storing their contacts on dmGenX, puts their numbers within easy reach, no matter where they are. [ Learn more ]

dmAnswers: Human call answering

dmAnswers_32dmAnswers is a 'receptionist-like' human answering service, available to take calls 24 hours-a-day, 7 days-a-week – whenever the account holder is unavailable. dmAnswers' operators are trained to answer calls professionally and deliver a concise, focused message, enabling small businesses – or anyone else, for that matter – to create the best impression, and handle inbound calls much more effectively. [ Learn more ] 

Digital Mail's network is located in the City of London, and has been operational since 1992. As early adopters of digital networks, our services were originally powered by our Gen2 and Gen3 software. In 2002 we completed migration to dmGenX, our newest platform, supporting greater service integration and XML-scriptability.

The Digital Mail network is currently based around exchanges running dmGenX software, under the control of dmGenX business hubs. Developed from the outset with a focus on quality, economic efficiency, and high value-add, our network allows us to offer high quality, competitive telecoms solutions.

dmGenX exchanges run all of the integrated communications products that are part of the dmGenX platform, and – as this is modular and extensible – their flexibility will continue to evolve as the platform develops.

dmGenX hubs form the heart of our network, and include a dedicated e-commerce platform, as well web-based service controls. For our customers, this translates into convenience: it's easy to see how much has been spent, pay bills, control service features, and even view full usage logs and messages on the web.

Strength through partnership

In addition to our own network, Digital Mail is developing relationships with a select group of network providers and taps bandwidth on partner switch partitions. Network bandwidth is professionally purchased from companies with a reputation for reliability. Once placed under the control of our dmGenX hubs, this policy allows us to run our full range of services with the best possible economics.

Interconnects and numbers

Digital Mail holds a UK telecoms licence, and allocates numbers from all major number ranges (including 0800, 0844, 0845, 0870 and 0871, City of London (020-7), UK-GEO (local area codes) and 07 D, J, K and PN2 rate numbers). These ranges include memorable gold numbers, sold at a price premium.

Calls are routed through our four telephony interconnects, which include the main BT interconnect, and we also have access to tier 1 wholesale international carriers. Our ability to choose from multiple alternative carriers allows us to select the best quality call route, and to provide routing redundancy and fault tolerance.

Our contracts with carriers are based on our overall business philosophy: Digital Mail requests competitive terms, but believes in mutually constructive partnership with companies in adjacent sectors. We believe in financial transparency and prompt payment, and neither seek nor offer credit. 

Digital Mail's rapid growth is due, in part, to our successful partnership with dealers, who can resell all of our products, either under their own name or using the dmClub brand.

Commitment to dealer support is where Digital Mail excels. Dealers are managed by dmClub , Digital Mail's commercial division. They are supported on the web by comprehensive marketing, product and technical information through access to the specialist dealer area on the dmClub portal; and they are supported in person by our team of dealer managers, who are just a phone call away during office hours.

Our products are not only innovative, but well supported and marketed through well-established, dealer-centric channels.

White labelling

The dmClub internet portal is currently undergoing a sophisticated rebranding process that will lay the foundations for white-labelling the site. 'White-labelability' is designed for dealers who do not wish to use the dmClub brand directly, encouraging them to market Digital Mail's products under their own brand names and identities.

Becoming a dealer

Digital Mail welcomes dealers of all sizes through its dmClub operation. Dealers get all the benefits of dmClub's well-honed product support – meaning their customers are in safe hands – as well as a guarantee of timely payment according to our generous commission model. Successful dealers will soon find that reselling Digital Mail's solutions generates a valuable revenue stream.

Find out more about becoming a dealer on the dmClub portal.

dmClub is Digital Mail's customer and distribution division, and is at the forefront of bringing the company's advanced communications solutions to market. In addition to selling our product portfolio directly, dmClub offers dealers an open opportunity to resell our services.

dmClub for customers 

dmClub's portfolio includes a variety of number ranges and an associated set of advanced 'plug in' services. 

  • UK-GEO - All local area codes
  • UK-NGN - 0800, 0844, 0845, 0870, 0845
  • UK-PERSONAL - D, J, K, PN2

Customers are given the power to choose their number from those available, and have the option of paying a premium for 'gold' numbers (memorable numbers) if desired. All numbers can all be customised with a variety of mutually compatible add-on services, including call-hunting, universal messaging, virtual switchboards, and even with human-answering. (See products & IPR for more details).

dmClub's internet portal (www.dmClub.net ) lies at the centre of dmClub's operations. As well as containing detailed information on Digital Mail's products, it acts as a front end to our dmGenX hubs, enabling customers to sign up and pay for products online. It also hosts a series of web-based control panels, enabling customers to configure and control their communications.

The portal is well administered and supported during office hours by our in-house team of customer-care specialists, who are trained to deal with enquiries in a straight-forward friendly manner, and are always just a phone call or e-mail away.

Other companies say "your call is important to us". dmClub mean it. We will never abandon you in a maze of recorded menus. Instead we provide high-quality, responsive after-sales support.

  • 100% of calls to our support desk are answered by people, not machines.
  • 95% of calls are answered by a member of the support team within 4 rings.
  • The remaining 5% are taken by a human answering operator, who will take your contact details. A member of the support team will return your call within four working hours.
  • In 90% of cases the support team member answering the call will be the person to solve the problem. 
  • We employ bright, helpful and well trained telephone support staff, not semi-skilled script-following call-centre operatives.
  • 100% of support emails are answered within four working hours. 

dmClub for dealers

For dealers, the dmClub portal offers marketing resources, technical data and mechanisms for obtaining product support and tracking commission. See the dealers' section for more details.

dmClub understand business telecoms

Dealing with the widest range of different businesses, dmClub have a wealth of experience in helping companies use advanced telecoms to solve real-world business problems. We understand our customers' needs, and can advise on the best mix of Digital Mail products for any given business scenario.

Our customers tend to span one or more of the following groups:

• Entrepreneurs
• Sole practitioners
• SME's
• International travellers and residents
• Virtual organisations
• Organisations desiring a virtual UK presence
• Public sector organisations
• Corporate bodies
• NGO's

Digital Mail Limited is an established telecommunications provider with a strong focus on delivering customer-centric communications solutions. Our success has been powered by a commitment to ease-of-use, the commitment of our customer support team, and by best-of-breed technology backed by a focused R&D program. We make communications fast, efficient and cost-effective.

Incorporated in 1991, the company is responsible for several telecoms and commercial world firsts, and now provides the infrastructure behind hundreds of 'reseller' brands. We have a strongly commercial approach to the telecoms sector.

Full vertical integration

Digital Mail is organised into three vertically integrated divisions, each with its own remit and focus.

1) dmClub is our customer-focused brand, marketing Digital Mail's solutions to end users. A small percentage of our sales are direct. Most are through dealer partnerships.

Our dealers turn Digital Mail's product portfolio into an efficient recurring revenue stream – at the same time increasing our market participation. Whether large or small, all dealers operate with identical terms and benefits, and compete on a level playing field.

2) Network Operations: We hold a UK telecoms license, and have multiple tier 1 interconnects to carry national and international traffic. For call routing, this allows us to select the best quality and economy, as well as providing fault tolerance, making Digital Mail's network exceptionally reliable.

3) R&D and Product Development: Dedicated to the development of market-focused communications solutions, Digital Mail's R&D division has an innovative track record, as well as ambitious plans for the future. Its sophisticated dmGenX 'mesh' forms the basis of our communications platform. As the cornerstone of Digital Mail's intellectual property portfolio, dmGenX has achieved industry-leading status as a result of its sophistication and flexibility.

We listen to the market

For customers, dmClub's internet portal includes full details of all Digital Mail's products, as well as easy-to-use web-based control over user-customisable product options. It features an e-commerce platform enabling customers to buy products online (maximising instant gratification), and also includes marketing data, detailed how-to guides and online product support.

Digital Mail is committed to innovation with a commercial edge: to getting its product portfolio right, and to effective marketing and the provision of strong product support. We are privately held, profitable, and debt-free, and are expanding steadily through developing structured partnerships.