BOQ Unveils New-look Branch 83 Years After First Arrival on Queen Street Mall

Wednesday, 22/03/2017

For more than 80 years, Bank of Queensland has been an iconic fixture on Brisbane's Queen Street Mall, and today the bank unveiled its flagship branch at 116 Queen Street Brisbane.

The Bank of Queensland's first branch and head office opened on the Mall in 1934 and while the general location remains the same, the branches of the past contrast sharply to today's newest branch.

The new style is designed with customer service and technology front of mind, replacing the traditional wall of tellers with an open plan workspace. Staff engage with, and speak to customers in a more relaxed setting in-branch.

BOQ General Manager Retail, Jason Stephens said the branch transformation cements BOQ's presence on Brisbane's most iconic shopping precinct.  

"Queen Street Mall is the hub of Brisbane's city and our branch here is one of our busiest in Australia. We looked at who visits the branch and listened to what they want from their bank.  We have created a branch that seamlessly delivers on both service and functionality. Customers can use the latest technology to carry out their day-to-day banking quickly and easily, or come in, sit down and discuss more complex matters with their branch manager in both comfort and privacy," Mr Stephens said. 

"We know digital devices are increasingly being used for everyday transactions, so it's more important now than ever for branches to be a place where customers can have those face-to-face discussions about life's big financial decisions."

Since 2014, BOQ has refurbished 16 branches around the country and customers have embraced the new style and layout.

"By re-configuring the traditional branch layout, our customer service officers can sit alongside customers and speak to them about what best suits their individual needs. The feedback from both customers and staff has been overwhelmingly positive."

"Additionally, our BOQ Owner-Managers have a longer tenure than those at the bigger banks, staying at their branch for more than eight years on average. This means BOQ customers form longer term relationships with their bankers and these new style branches are making it easier for customers to engage in important financial decisions." Mr Stephens concluded.