As part of the Group Strategy Review LBG had identified a desire to have screenless counters across all key branches. This will improve the customer experience by, removing the screened barrier, supporting flexibility with multi-skilled colleagues and improved customer flow in the banking hall.The Counter Upgrade programme focused on removing the existing screened counters and installing new screenless counters with TCRs. To achieve this till numbers were reduced in line with the existing till model. The scope of the Counter Upgrade programme was limited to the area directly affected by the existing counter. The upgrade was spread over 31 Halifax branches.

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