Employee focus with Mykayla Sutherland

Mykayla Sutherland, Operations Assistant

At Eagle Couriers, we believe our team is what makes us special. This month, we’re looking forward to introducing you to Mykayla Sutherland, who joined our customer service team as an Operations Assistant in August 2024.

Making the switch from digital banking to courier services might seem like a big leap, but for Mykayla, it’s been a transformative move that’s allowed her personality to shine and her skills to flourish.

Can you tell us a bit about yourself?

I spent most of my early twenties in college before starting my career in digital banking. In August 2024, I made the move to Eagle Couriers, which has been a complete change – but one that perfectly suits my personality and how I thrive in a work environment.

I’m local to the area, living just a 10-minute drive from the office. I’m actually lucky enough to live close to one of my colleagues, so we’ve started carpooling together, which has been really fun.

The team has been really encouraging, especially with my journey learning to drive, which has helped give me more freedom and confidence.

What attracted you to the role at Eagle Couriers?

What really drew me to Eagle Couriers was the opportunity to take more initiative. In my previous role, we had very little input – it was mostly following scripts and clicking through tabs before passing work to different departments.

Here, I have control from start to finish, ensuring customer issues are resolved and processes are followed through properly, with the autonomy to manage my workload at my pace.

The team aspect really attracted me too. From the interview, I got the sense that whether things are going well or we’re facing challenges, we’re all in it together. That collaborative spirit really resonated with me and has proved to be true since joining.

What does a typical day look like in your role?

Every day brings something different, but typically I start by following up on any bookings from the previous day, particularly early morning collections, to ensure everything is progressing smoothly. Between calls and emails, I work on tasks like preparing for the next day and resolving any issues that arise with third parties.

It’s all about prioritising tasks effectively and ensuring the workload is balanced across the team. We work together to manage incoming emails and calls and support each other when challenges arise.

What’s your favourite part about working at Eagle Couriers?

Without a doubt, it’s the team atmosphere. There’s a great balance between being professional and being yourself. We can have a chat between calls and emails, and everyone stays informed about what’s happening. If someone’s facing an issue, we all know about it and can offer help or keep an eye out for related matters.

It makes coming to work enjoyable – it feels more like you’re going to see friends rather than counting down the hours until the day ends. The support is incredible too. You never feel alone with any challenge; there’s always someone ready to help, and when tough situations arise, everyone chips in to help resolve them.

Have you encountered any unique or memorable situations in your role?

We definitely get some interesting requests. One that stands out was when a hospital needed to ship what they listed as “arms, legs, body parts” – but quickly specified in brackets “not real body parts”.

It turned out to be prosthetics, but we definitely had to double-check on that one. It’s fascinating to discover the variety of items we can courier – there are always new and unexpected requests coming through.

What do you enjoy doing outside of work?

When I’m not at work, I enjoy spending time with friends and currently focusing on learning to drive. I’m quite into gaming, particularly role-playing games and The Sims – anything that helps me unwind. I’ve also gotten into digital art on my PC, and I enjoy music and reading.

Since starting at Eagle Couriers, I’ve felt motivated to work on personal development, both mentally and physically. I’ve started exercising more and generally feel in a better space to focus on self-improvement.

One thing I’d like to highlight is how supportive Eagle Couriers has been from the very beginning. Management is always incredibly understanding and accommodating. Even after I started, they’ve continued to be supportive, always checking in to make sure I have everything I need. This level of support really sets them apart as an employer.

Looking for courier services in Scotland?

We pride ourselves on the courier services in Scotland we give to our customers, and are pleased to have NHS, Scottish Government, and Scottish Police Authority amongst our customers.

Simply give us a call on 0845 123 1230 or submit your enquiry for courier services in Scotland through the link below:

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