New Owner-Manager at BOQ West End puts service challenge to Big Banks


The new Owner-Manager at BOQ’s West End branch has thrown down a service challenge to the big banks, saying that the West End business and residential community should expect more from their banking provider.


New Owner-Manager, Paul Cluff, who has almost 20 years’ banking and finance experience, said he was looking forward to offering the local community a better banking experience.

“I think that the West End community should expect more with regard to their banking experience.

“For too long, people have had to put up with long queues and poor and impersonal treatment, while being driven to technological solutions that may not suit their needs.

“At my West End branch, I am looking forward to turning this idea on its head by offering our customers a whole different service proposition – and that is personal, face-to-face customer service.

Bank of Queensland’s Owner-Managed Branch model enables experienced bankers to control a full-service branch, ensuring local decision-making and a much higher standard of service for customers, with the backing and security of a 130-year-old financial institution.

Mr Cluff said: “My team and I have a real ‘can do’ attitude, and we will always try to work out ways to get things done for our customers. 

“Like any small business, we rely on keeping our customers happy for our business to be successful, so we will make damn sure this happens,” he said.

“We are a locally-owned small business, which means we can make a big difference to the service we offer our customers.  It also means that we understand the pressures of small business, and can relate well to our business customers.  We will make sure they are well looked after.

“We will be available for our customers whenever they need us, even after hours, and won’t force them to use an automated call centre when they need assistance.  We will also offer a mobile lender for greater convenience for our customers.”

The branch is located at 88 Boundary Street.