New BOQ manager lays down service challenge to big banks


 

The new manager at Bank of Queensland’s Brookside branch has thrown down the service challenge to the big banks, saying local residents and businesses should expect more from their bank.

 

Scott Gold, who has an impressive 31 years’ experience in banking and financial services, said he is looking forward to offering the local community a better banking experience.

 

“I think Brookside businesses and residents should expect more with regard to their banking experience,” he said.

 

Scott has recently taken over as Manager of the branch and is confident he and his team will exceed customers’ expectations and change their minds about banking services.

 

“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,” he said.

 

“At my Brookside 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.

 

“Our tellers are ‘Customer Service Officers’ in the true sense of the term – they have the authority to help our customers on the spot; they don’t just handle withdrawals and deposits.

 

“I’ve already noticed, in the short time I’ve been here, that my team has a very strong customer focus and pride themselves on superior service. This makes for happy employees and much happier customers too!”

 

Scott, who has worked in business banking and branch management at Bank of Queensland since 2001, is keen to use his expertise to build long and rewarding relationships with the local community.

 

“I’ve lived in North-west Brisbane most of my life so am very excited about my new role at BOQ Brookside. There’s a real sense of community around here and that’s what I want to tap in to.

 

“It gives me the opportunity to get a deeper understanding of the local economy and community in order to provide better tailored banking solutions for our customers.

 

“I’m enjoying getting to know my new customer base and think it’s great that my customers know my name and have my phone number – they can call me direct instead of being diverted to a call centre. It shows that we really do want to talk to our customers and personally look after their needs.”

 

Scott is assisted at the branch by Customer Service Manager Brooke Walsh and customer service team members Makarita Makene, Michelle Allen and Natalie Wright.

 

Bank of Queensland Brookside is located at Shop 36, Brookside Shopping Centre, Mitchelton. Scott and his team can be contacted on 3855 7844.